Ticket Sales and Operations Officer, University Advancement

Wake Forest University•Winston-Salem, NC

11d•Onsite

About The Position

Under general supervision, the Tickets Sales and Operations Officer serves as a revenue and attendance generation specialist for the Speaker Forum and is responsible for increasing event attendance and ticket sales via the identification, cultivation, and development of prospective clients into Forum established, paying clientele. The Tickets Sales and Operations Officer is responsible for selling multiple ticket-related products, primarily via outbound communication using Face to Face Speaker Forum data. With a focus on long-term customer relationship building, this role develops prospects into clients, as well as provides customer service to already established clientele, via telephone, email, mail, and in-person interaction, including out of office meeting and in-event contact. Additionally, the Tickets Sales and Operations Officer provides support for day-to-day ticket operations and will master the Ticketmaster Archtics ticketing system under the guidance of the Director of Ticketing & Financial Operations. This role will also manage several non-revenue-generating projects and campaigns to increase overall event attendance. This includes complimentary student ticket registration and distribution, as well as sponsored ticket programs. Performs other duties as assigned. This position requires an exceptionally high level of discretion due to exposure and access to highly confidential and sensitive information.

Requirements

Bachelor’s degree.
Proficiency in technical and computer skills, including Word, Excel, database management, the Internet, and other relevant software.
Possess the ability to stay calm under pressure.
Must have current knowledge of telephone and computer systems, including data integrity.
Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels.
Strong organizational and project management skills, focusing on results and attention to detail.
High level of attention to detail and accuracy.
Ability to prioritize multiple projects while under pressure and with demanding deadlines.
Ability to work independently and with minimal supervision.
High level of proficiency with project management techniques and the ability to follow up on all tasks until successful completion.
Ability to work evenings and weekends and variable hours as required.
Respect for the dignity and abilities of all people.
Ability to understand the highly sensitive and private nature of the work and the ability to keep such information confidential.
Knowledge of superior customer service standards.
Possesses a high degree of self-motivation, a positive attitude, and good judgment.

Nice To Haves

Sales experience preferred.
Ticketing experience preferred.

Responsibilities

Generates departmental revenue through the sale of individual event tickets, subscriptions, memberships, and sponsorships.
Develops relationships with potential clients through outbound phone calls, emails, mailings, and in-person interactions, including out-of-office meetings and in-event contact.
Maintains a high level of recordkeeping within the departmental CRM system for communication and correspondence with prospects and clientele.
Generates lead lists through various prospecting activities.
Processes and collects payments for all sales made (card payments, checks, etc.).
Manages and monitors accounts receivable.
Develops and issues invoices and/or receipts.
Manages community-wide student attendance initiatives for college and university students and high school student groups.
Coordinates distribution of promotional materials (posters, yard signs, etc.) around campus.
Executes on-campus tactics to increase student awareness and attendance, such as manning promotional tables, handing out flyers and leaflets, and possibly distributing event tickets.
Coordinates with local non-profit organizations to distribute tickets to community members who would otherwise be unable to attend due to financial constraints.
Works in a fast-paced office, providing support to prospects and customers via telephone, written communication, and personal interaction.
Fields and responds to customer questions, feedback, and complaints in a timely and effective manner.
Troubleshoots technical issues users may be experiencing with the ticket system(s).
Coordinates with clientele on asset distribution.
Acquires training to master the use of all necessary ticket systems used at the Speaker Forum, including, but not limited to, the Ticketmaster Archtics and Account Manager platforms and the WFU Box Office’s AudienceView Campus platform.
Acquires product and processes knowledge to present information effectively to customers.
Identifies and recommends potential changes and revisions to events and ticket options.
Acquires the training to cross-check event builds, ticket types, and pricing options for completion and accuracy.
May assist with ticket sales reports for internal staff.
In partnership with the Director of Ticketing & Financial Operations, manages event inventory as needed.
Responsible for own work.
May supervise a student worker.