Ticketing Services Coordinator
About The Position
The Ticketing Services Coordinator provides support for ticketing operations as well as assists the customer service team in coordinating customer service initiatives and communications. Provides support to customers via phone, email, live chat, and in person with various ticket office interactions including general inquiries, invoicing, order fulfillment, ticket management and issue resolution during events. Responds to customer concerns and resolves or escalates complaints through the appropriate channels. Maintains public-facing communications including ticketing web pages and automated messaging within phone and chat systems. Follows procedures and guidelines relating to customer service, communication, and database maintenance, and participates in ongoing customer service training and resource development for enhancing the customer experience. Manages ticket operations for assigned sports and/or events when needed including programming, invoicing, allocation, distribution, reconciliation and reporting, and coordinating ticketing needs for sales, marketing, development, and event operations. Supports ticket office management team with other functions including operational and customer service duties at home football games and select concerts/special events in Ohio Stadium and other Athletics venues, and supervision of student staff. Performs other duties as assigned. This position works in a fast-paced, creative, and collaborative team environment where change is embraced, and innovation is encouraged.
Requirements
- High School diploma or GED.
- 1 year of relevant experience required.
- Experience in ticketing operations and customer service management.
- Strong organizational skills and a commitment to customer service.
- Possess effective communication and interpersonal skills for interacting with a diverse group of constituents.
- Ability to work extended hours including evenings and weekends.
Nice To Haves
- Certification or vocational training may be preferred.
- 2-4 years of relevant experience preferred.
- Bachelor's level degree or equivalent combination of education and experience.
- Operational experience with Ticketmaster suite of ticket-related platforms, including Archtics, TM Host, Event Management Tool (EMT) and TM1 (Sales, Entry, Reports, Engagement).
Responsibilities
- Provides support for ticketing operations.
- Assists the customer service team in coordinating customer service initiatives and communications.
- Provides support to customers via phone, email, live chat, and in person with various ticket office interactions including general inquiries, invoicing, order fulfillment, ticket management and issue resolution during events.
- Responds to customer concerns and resolves or escalates complaints through the appropriate channels.
- Maintains public-facing communications including ticketing web pages and automated messaging within phone and chat systems.
- Follows procedures and guidelines relating to customer service, communication, and database maintenance.
- Participates in ongoing customer service training and resource development for enhancing the customer experience.
- Manages ticket operations for assigned sports and/or events when needed including programming, invoicing, allocation, distribution, reconciliation and reporting, and coordinating ticketing needs for sales, marketing, development, and event operations.
- Supports ticket office management team with other functions including operational and customer service duties at home football games and select concerts/special events in Ohio Stadium and other Athletics venues.
- Supervises student staff.
- Performs other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
