Senior Ticket Office Lead (Pool)

California State University, Northridge•Northridge, CA

6d•Onsite

About The Position

CSUN strives to be a destination workplace, where everyone understands that they belong to a community that is vital in advancing student success and providing exemplary service to all stakeholders. We foster an environment of success, both for our students and our employees. We have a relentless passion for celebrating diversity, equity, and inclusion as well as being an employer of choice. You will also have the opportunity to realize your own personal goals and be recognized for the work you do, and enjoy the unique value the CSUN community can offer. Under the general supervision of the Director of Marketing and Communications, the Ticketing & Sales Operations Administrator, and the Ticket Office Supervisor, the Senior Ticket Office Lead coordinates assigned day-to-day Ticket Office activities and provides administrative support for performances and events at The Soraya, Plaza del Sol Performance Hall, and Experimental Theatre. The incumbent coordinates staff schedules and shift assignments, provides work direction and training support to Ticket Office Leads and pooled staff, prepares routine sales and ticket inventory reports, weekly audits, and ticket settlement documentation, and assists with staff, artist, VIP, promotional code, and ticket hold activities in accordance with established procedures.

Requirements

Equivalent to four (4) years of full-time, general office clerical and administrative support experience that has provided the applicant with the knowledge and abilities listed.
Equivalent to full-time college or university education/vocational school training in a business or job-related field may be substituted for up to two (2) years of the required experience on a year-for-year basis.
Knowledge of ticket office operations, including opening and closing procedures, daily sales reporting, staff scheduling, shift assignments, complimentary ticket lists, ticket holds, and event-based ticketing support.
Ability to provide accurate, courteous, and responsive customer service to patrons, VIPs, members, donors, long-time ticket buyers, rental clients, and internal departments while addressing routine ticketing needs and referring complex matters appropriately.
Ability to coordinate ticketing needs for performances, events, rental clients, school groups, general groups, artists, VIPs, and internal staff while supporting high-quality patron service and following established procedures.
Knowledge of administrative ticket office functions, including promotional code setup, equipment and inventory coordination, group order processing, payment facilitation, ticket inventory documentation, weekly audits, daily sales activity, and final ticket settlements.

Nice To Haves

Experience as a Soraya Ticket Office Lead for at least one (1) year or two (2) years as a Customer Service Worker – Ticket Office is highly desired.

Responsibilities

Coordinates assigned day-to-day Ticket Office activities under the direction of the Ticket Office Supervisor, including opening and closing procedures and preparation of routine daily sales reports.
Coordinates Ticket Office staff schedules and shift assignments and provides lead work direction, guidance, and training support to Ticket Office Leads and pooled Customer Service staff in accordance with established procedures.
Maintains positive relationships with VIPs and long-time ticket buyers at The Soraya and is one of the primary points of contact for members and donors, addressing routine ticketing needs and referring complex or policy-related matters as appropriate.
Coordinates house and complimentary ticketing needs for assigned events and works with Soraya event management and Front-of-House staff to address patron ticketing needs and support a high level of customer service.
Supports staff, prepares, compiles, and distributes routine reports and documentation related to ticket inventory, weekly audits, daily sales activity, and final ticket settlements for review by the Ticket Office Supervisor.
Performs other duties as assigned.