What are the responsibilities and job description for the Coordinator of Ticket Operations position at Milwaukee Admirals?
The Milwaukee Admirals Hockey Club is looking for a full-time Ticket Operations Coordinator to provide our ticket sales team and the organization with technical expertise on the back-end and strong interpersonal service on the front-end. This position will use their skills to build and manage back-end ticket builds alongside the Manager of Ticket Operations, troubleshoot ticket issues for fans and stakeholders, and collaborate with team members to ensure a ticketing process that maximizes revenue for the organization and helps create a positive experience for fans.
Reports to:
- VP – Ticket Sales
- Manager of Ticket Operations
Responsibilities:
- Help build and manage back-end ticket builds for multiple buying channels, including Ticketmaster Archtics, TM1, and Fevo.
- Help build and manage front end online ticket sites on Ticketmaster and Fevo.
- Process monthly payments in Archtics for Ads365 Season Ticket Membership payment plans and identify and report any issues.
- Answer incoming calls from fans experiencing challenges with their tickets or vouchers, troubleshoot the situation, and provide solutions with memorable service.
- Assist with the planning and fulfillment of Season Ticket Member benefits and events in conjunction with the Fan Engagement Specialist.
- Maintain Season Ticket Membership giveaway and ticket package pickup databases.
- Prepare the Panther Arena Box Office, Admirals Will Call, and the Advanced Ticket Sales Windows and their respective staff with the tools and knowledge needed for efficient and friendly service.
- Manage the Milwaukee County ADA Office charity ticket program.
Expectations:
- Give every fan a “WOW” level of service and identify areas of poor service, offering potential solutions to bring them up to “WOW” standards.
- Join the effort to create and maintain a positive “first impression” environment in the Panther Arena Lobby and Box Office.
- Collaborate with Ticket Representatives to remove purchase friction.
- Be available to work evenings, weekends and holidays as needed.
- Meet tight deadlines and work well under pressure.
- Prioritize and manage multiple tasks/projects at the same time.
Qualifications:
- Bachelor’s degree.
- Past work in customer service preferred.
- Proficient in all Microsoft Office products or other related computer skills required.
- Strong organization skills, time management skills and attention to detail required.
- Strong verbal and written communication skills required.
- Strong technical and analytical background is beneficial in this role.
- Experience/familiarity with Ticketmaster Archtics, TM1, and Fevo or similar platform is preferred but not required.
Equal Employment Opportunity Statement:
The Admirals strive to select the best qualified person for each job performed. The personnel we have hired and promoted and those to be hired and promoted in the future have been and will continue to be selected from applicants on the basis of qualification. Qualifications include, but are not limited to, ability, aptitude, enthusiasm, experience, education, and willingness to work and serve.
The Milwaukee Admirals are an equal opportunity employer. It is the policy of the Admirals to not discriminate in its employment practices based on race, sex, religion, national origin, disability, sexual orientation, age, marital status, or any other classification protected by law. The policy includes, but is not limited to, recruitment and hiring, promotion, demotion, compensation, benefits or any other term and condition of employment.
If any applicant or employee believes he or she has been discriminated against in the violation of this policy, that individual should contact the Chief Executive Officer or the President.