Ticketing Representative Lead

Ruoff Mortgage Stadium•Fort Wayne, IN

10d•Onsite

About The Position

The Ticketing Representative Lead oversees ticket office operations during events at Ruoff Mortgage Stadium, ensuring efficient processes and a positive guest experience. The role is a primary contact for guest inquiries and supports and guides ticket office employees throughout each shift. Responsibilities include assisting with daily ticket office functions, monitoring ticket sales and transactions, resolving customer concerns, and maintaining an organized and efficient work environment. The position works closely with ticket office management and event staff to support smooth operations and accurate ticket processing. The role also sells walk-up tickets; assists guests with purchases, exchanges, and reprints; operates ticketing software and point-of-sale systems; supports cash handling and transaction reconciliation; and assists with opening and closing procedures. The Ticketing Representative Lead assists with employee training and compliance with ticketing policies and procedures, and performs additional duties as needed by the Director of Ticketing. The position is part-time and requires availability for evenings, weekends, and holidays. Work takes place in an office setting as well as at stadiums, community events, and partner locations, including outdoors in varying weather conditions. The role regularly interacts with fans, partners, and community members and is expected to represent Fort Wayne Football Club and Ruoff Mortgage Stadium professionally.

Requirements

Minimum of two years of ticket sales experience, preferably with a sports team or organization.
Strong interpersonal, relationship-building, and communication skills.
Strong project management and organizational skills, including the ability to multitask in a fast-paced, team-oriented environment.
Reliable transportation to attend meetings, events, and match days.
Availability to work evenings, weekends, and holidays as required.
Ability to stand and walk for extended periods during match days and events.
Frequent use of computers, phones, and other office technology for extended periods.
Ability to occasionally lift or move items up to 25 pounds.
Ability to work indoors in an office setting and outdoors in varying weather conditions.

Nice To Haves

Bachelor’s degree in Business, Sports Management, Marketing, Communications, or a related field preferred.
Experience with ticketing software platforms such as vivenu, SeatGeek, Ticketmaster, or similar systems preferred.
Demonstrated ability to build and maintain strong client relationships in a competitive, fast-paced environment.

Responsibilities

Provide world-class customer service to guests at the Ruoff Mortgage Stadium Ticket Office.
Oversee ticket office operations during events to support efficient processes and a positive guest experience.
Sell walk-up tickets and assist guests with ticket purchases, exchanges, reprints, and general inquiries.
Provide guidance and support to ticket office representatives throughout each shift.
Resolve guest concerns and ticketing issues in a timely and professional manner.
Operate ticketing software and point-of-sale systems to process transactions accurately.
Assist with cash handling, transaction reconciliation, and ticket office opening and closing procedures.
Coordinate with event staff and other departments to address guest needs and support smooth event operations.
Assist with training ticket office employees and ensuring compliance with ticketing policies and procedures.
Assist the Director of Ticketing with additional duties and responsibilities as needed.
Represent Fort Wayne Football Club and Ruoff Mortgage Stadium professionally when interacting with fans, partners, and community members.