Box Office Coordinator, LAC

As a valuable member of the Ticket Operations team, reporting to the Supervisor, Ticket Operations, you will have a vital responsibility for acting as department representative during events, supervising and leading the on-duty Ticket Office Assistants. Operationally, your role is to ensure event and non-event days run smoothly, are managed, and reported accurately, single and season/subscription tickets are processed and distributed by the Ticketing Assistants, and ticket inventory is managed according to controls; all while maintaining the privacy of account information for our customers. You will provide exemplary customer service to all internal departments and external customers by answering questions pertaining to customer account information, pricing controls, and ticket management.

• Adopt values that are inclusive and contribute to a collaborative environment, including emphasizing teamwork and mutual respect.
• Contribute to an inspiring team environment with a culture of open communication.
• Conduct oneself in a professional manner and take pride and ownership of the City policies, its people, and the position while always maintaining confidentiality.
• Providing excellent customer service; respond to and resolve escalated patron inquiries/concerns in the Ticket Office. (in person, phone, and email)
• Lead/supervise assigned event day ticket operations for all events across all venues.
• Provide reporting for internal and external contacts on ticket inventory and sales.
• Support and assist department with ticketing requests and troubleshooting ticketing issues including ticket replacement, scanning issues, and refunds in a computerized ticketing system.
• Effectively communicate with other on-duty staff, colleagues, management, and clients to ensure all customer service and ticketing needs are being met
• Support the coordinated effort of supporting the group email box.
• Prepare and conduct pre and post shift briefings; process and execute event day ticketing including inventory management, and post-event settlement reports
• Balance batches, float, and cash tills before and after each shift
• Document staffing issues promptly and thoroughly
• Provide input for Box Office Assistant evaluations
• Discipline Box Office Assistants when necessary
• Perform other related duties as assigned or requested by management.
• Ability to work, days, evenings, and weekends, including some holidays.
  

• 3+ years of ticket operations experience, in a leadership role, is preferred.
• Superior customer service skills
• Previous supervisory experience and previous ticketing experience (knowledge of Ticketmaster, particularly Archtics, considered an asset)
• Cash handling experience and extensive computer literacy is essential, with above average knowledge of Microsoft Excel
• Excellent organizational and problem-solving skills with the ability to work well under pressure and meet shifting deadlines
• Attention to detail is critical.
• Extraordinary interpersonal, oral and verbal communication skills.
• Motivated by team success while also being individually accountable.
• Accepting direction while also displaying a high level of initiative.
• Ability to grasp new technical concepts quickly and problem-solve when necessary.
• Hold a valid Standard First Aid Certificate - CPR Level C
• Must be able to work flexible and varying hours, including weeknights, weekends, and holidays (5 - 20 hours/week)
• Essential duties of this position include standing, walking, bending, twisting, and lifting