Ticket Services Manager

Ruth Eckerd Hall•Clearwater, FL

6d•Onsite

About The Position

To serve the Mission, Vision and Values of REH, Inc by managing the daily operations of the Ticket Office including, but not limited to ticketing processes, financial controls, and support of membership and marketing objectives. Supervise Customer Service Representatives and Ticket Office Supervisors. Provide excellent customer service to all constituents – internal and external. Will be assigned to shifts at any of our venues, including Ruth Eckerd Hall, Bilheimer Capitol Theatre and The BayCare Sound.

Requirements

Two years of college with concentration of business preferred.
High school diploma or equivalent required.
Two years’ experience with computerized ticketing program required.
Four years working in a customer service or public contact role.
Demonstrated proficiency operating a PC required.
Ability to support a positive and collaborative work environment among Ticket Office staff, cross-functional departments, and patrons.
Basic cash management and bookkeeping skills.
Ability to teach Ticket Office procedures and customer service skills to others.
Ability to organize and coordinate people, projects and tasks.
Ability to analyze and quickly resolve customer problems, staff conflicts and operating problems.
Ability to anticipate problems or to identify them before significant impact on service delivery, expenses or revenues.
Ability to multi-task and be successful in a high volume, fast paced environment.
Ability to maintain good attendance is a condition of employment and a function of this position.

Nice To Haves

Experience with Tessitura a plus.
Two years’ supervisory experience preferred.
Demonstrated proficiency using Microsoft Word and Excel or equivalent strongly preferred.

Responsibilities

Manage ticket office supervisors and customer service representatives – includes recruitment, training, development, scheduling and daily supervisory support.
Ensure adherence to department and organizational policies and standing operating procedures.
Ensure financial control and secure patron data and receipts; investigate and reconcile discrepancies.
Support accessibility and regulatory compliance.
Develop consistent adherence to customer service standards.
Analyze and resolve customer inquiries and complaints.
Serve as liaison to customer service representatives to disseminate information on promotions, on-sales, membership services, etc.
Prepare settlement reports and audits as required.
Implement incentive programs as defined or approved by senior leadership.
Provide support to ticketing operations as needed for inventory management.
Assist in formation of department budget and meet budget objectives.
Professionally represent Ruth Eckerd Hall at all times.
Attend various organizational meetings.
Assist upper management in development of efficient systems and data management.
All other duties as assigned.