Ticket Operations Resolution Coordinator

Ball Arena•Denver, CO

5d•Onsite

About The Position

Kroenke Sports & Entertainment (KSE) is seeking a Ticket Operations Resolution Coordinator to deliver exceptional fan-facing customer service while providing aid in ticket distribution resolution and assigned tasks in event build & maintenance. This role works events at all KSE venues, including Ball Arena, DICK’s Sporting Goods Park, and the Paramount Theatre. The position involves troubleshooting Ticketmaster and Account Manager using the TM ticketing system, assisting patrons with online purchases, and handling ticket exchanges for ADA locations. It also includes assisting patrons with mobile transfer issues, answering phones/radios, and supporting event operational needs such as scan tests and scanner software updates.

Requirements

Minimum 2+ years technical customer service experience, required.
Minimum 2+ years Ticketmaster or relatable experience, required.
Ability to work a varied schedule to include some weekday/nights, weekends, and holidays.
Knowledge of digital/online ticket sales, distribution, and box office operations.
Excellent customer service skills and ability to successfully communicate with the public, employees and vendors using verbal and written skills.
Ability to coordinate multiple tasks in a fast-paced environment.
Demonstrates ability and experience developing and coordinating multi-faceted event plans and problem-solving issues.
Demonstrates sound organizational, coordinating, and personal interface skills.
Proficiency in MS Word and Excel.
Strong team player mentality.

Nice To Haves

Bachelor’s degree, or related experience, preferred.
Ability to acquire or produce and maintain a valid driver’s license and meet company vehicle driving standards.

Responsibilities

Greet guests and provide exceptional fan-facing customer service.
Troubleshoot Ticketmaster and Account Manager using the TM ticketing system.
Assist "walk-up" patrons to independently purchase tickets online via Ticketmaster.com.
Exhibit a positive attitude to all customers.
Direct customers to the venue entrances upon leaving the Box Office.
Keep accurate records throughout shift for potential resolution follow up.
Report any concerns or problems to the Manager or Director.
Complete ticket exchanges for ADA locations.
Assist patrons in all issues with mobile transfer, acceptance, and uploading to smart phone wallet.
Answer phone/radio as needed.
Assist and support in tasks associated with event operational needs, maintenance, data/report collection, and Ticket Operation settlements.
Assist and support in tasks associated with event operational needs including scan tests, scanner software updates, and administration support.