What are the responsibilities and job description for the Part-Time Box Office Event Representative position at Houston Rockets -- Toyota Center?
Part-Time Box Office Event Representative
General Description:
The Part-Time Box Office Event Representative serves as the primary guest-facing ticketing professional during events. This position assists guests with ticket purchases, ticket troubleshooting, seating inquiries, and event-related information while delivering exceptional customer service and supporting a positive guest experience.
The Part-Time Box Office Event Representative serves as the primary guest-facing ticketing professional during events. This position assists guests with ticket purchases, ticket troubleshooting, seating inquiries, and event-related information while delivering exceptional customer service and supporting a positive guest experience.
RESPONSIBILITIES include but are not limited to:
Guest Experience & Ticket Resolution
- Deliver exceptional customer service while assisting guests with ticketing and event-related inquiries.
- Troubleshoot and resolve mobile ticketing issues including ticket transfers, account access, digital ticket delivery, QR code scanning, and mobile wallet functionality.
- Assist guests with password resets, account recovery, and navigation of ticketing applications.
- Research and resolve ticketing discrepancies using ticketing system tools and available resources.
- Escalate complex ticketing issues when appropriate while maintaining a positive guest experience.
Ticketing Operations
- Process ticket sales, exchanges, upgrades, and approved relocations in accordance with departmental procedures.
- Utilize ticketing systems to access account information, verify ticket ownership, and resolve guest concerns.
- Maintain accuracy when handling ticket transactions and guest account information.
- Operate ticketing software, scanners, tablets, mobile devices, and point-of-sale equipment.
Technology & Mobile Support
- Assist guests with mobile applications and digital ticket management.
- Troubleshoot issues related to account login, ticket visibility, transfer acceptance, and mobile entry.
- Support guests using Apple Wallet, Google Wallet, and other digital ticket storage methods.
- Demonstrate confidence utilizing tablets, smartphones, and event technology platforms.
Event Operations
- Maintain a professional and guest-focused environment.
- Ensure assigned workstations remain organized and operational.
- Follow all ticketing, cash handling, and operational procedures.
- Communicate operational concerns and guest trends to supervisors.
- Demonstrates our One Team philosophy of Passion, Accountability, Customer Focus, and Teamwork.
MINIMUM QUALIFICATIONS:
- 2 years of customer service experience creating a positive guest experiences.
- Strong interpersonal and communication skills.
- Demonstrated problem-solving ability and attention to detail.
- Previous experience in ticketing, guest services, hospitality, sports, entertainment, retail, or customer-facing environments.
- Experience using ticketing systems such as AXS, Ticketmaster, or similar platforms.
- Experience navigating guest ticketing accounts and making appropriate service decisions to resolve issues, including seating relocations and upgrade requests.
- Experience using tablets, point-of-sale systems, or customer service technology tools.
- Experience troubleshooting mobile ticketing, account access, and digital wallet issues.
- Ability to maintain a positive attitude and contribute to team morale through professionalism, collaboration, and constructive communication.
- Ability to maintain a professional appearance and adhere to departmental dress code and grooming standards.
- Ability to remain calm and professional while assisting guests in high-volume environments.
- Familiarity with mobile applications and digital customer experiences.
- Must be available to work a minimum of 70% of scheduled events each month.
- Flexible availability including evenings, weekends, and holidays.
PHYSICAL & MENTAL REQUIREMENTS:
- Ability to stand for extended periods of time.
- Ability to work indoors and outdoors in varying weather conditions.
- Ability to lift and carry up to 20 pounds.
- The vision requirement includes the ability to review written and electronic materials in both digital and physical format.
- The employee must be able to transfer and move items for departmental needs.
- The employee must be able to adjust to changing work hours and locations as needed in light of the strong focus on external communications and relationships.