Ticket Operations Resolution Coordinator

Ball Arena•Quinte West, ON

15h•Onsite

About The Position

Kroenke Sports & Entertainment (KSE) is seeking a Ticket Operations Resolution Coordinator to deliver exceptional fan-facing customer service. This role involves providing aid in ticket distribution resolution and assisting with assigned tasks in event build and maintenance. The position requires working events at all KSE venues, including Ball Arena, DICK’s Sporting Goods Park, and the Paramount Theatre. The nature of the work focuses on resolving ticket-related issues and ensuring a positive fan experience.

Requirements

Minimum 2+ years technical customer service experience, required.
Minimum 2+ years Ticketmaster or relatable experience, required.
Applicants must meet minimum qualifications at the time of hire.

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.
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.

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.
Maintain a positive attitude towards all customers.
Direct customers to venue entrances upon leaving the Box Office.
Keep accurate records for potential resolution follow-up and inter-departmental KSE communication.
Report any concerns or problems to the Manager or Director.
Complete ticket exchanges for ADA locations.
Assist patrons with issues related to mobile ticket transfer, acceptance, and smartphone wallet integration.
Answer phone/radio as needed.
Assist and support tasks associated with event operational needs, maintenance, data/report collection, and Ticket Operation settlements.
Assist and support tasks associated with event operational needs including scan tests, scanner software updates, and administration support.