What are the responsibilities and job description for the Box Office and Team Store Associate position at Toledo Mud Hens and Walleye?
Box Office & Team Store Associate
Role Summary
The Box Office & Team Store Associate position is a dual trained position supporting both the ticketing and fanwear departments. The associate provides exceptional customer service, supports game day operations, processes transactions, and helps maintain an engaging fan experience. This position is scheduled for home game days only for both the Mud Hens and Walleye.
Role Summary
The Box Office & Team Store Associate position is a dual trained position supporting both the ticketing and fanwear departments. The associate provides exceptional customer service, supports game day operations, processes transactions, and helps maintain an engaging fan experience. This position is scheduled for home game days only for both the Mud Hens and Walleye.
Essential Responsibilities
Customer Service & Fan Support
Customer Service & Fan Support
- Provide exceptional, professional service to customers, vendors, promoters, and staff.
- Communicate clearly and courteously across all customer channels (in-person, phone, email).
- Offer accurate information about directions, venue details, event specifics, seating options, and game day operations.
- Assist with general inquiries and resolve ticket-related questions or concerns.
- Maintain above average mystery shop scores.
Box Office Operations
- Gain working knowledge of Tickets.com and Point of Sale systems.
- Execute ticket sales, exchanges, will-call distribution, and account lookup in alignment with organizational policies.
- Reconcile and properly close out assigned workstation at the end of each shift.
- Support Ticket Operations staff with daily and game day operational needs such as selling individual tickets, locating fan accounts, navigating will call tickets etc.
Fanwear & Retail Operations
- Fulfill online sales orders accurately and efficiently.
- Run register transactions, track register slips, and handle cash responsibly.
- Assist in merchandising, including creating displays to highlight Mud Hens and Walleye merchandise.
- Participate in specialty sales initiatives and promotions.
- Maintain organization and cleanliness of the team store and related work areas.
General Duties
- Support both departments with game day execution and operational logistics.
- Maintain clean, safe, and organized workspaces in both the box office and retail areas.
- Other duties as assigned.
Qualifications and Experience
- Experience working in a customer service role or setting.
- Experience working in a ticket office setting or with the ProVenue ticketing system preferred.
- Cash handling experiences preferred.
- Past experience working in customer service is preferred.
Skills and Competencies
- Ability to work effectively in a team environment.
- Demonstrate a strong work ethic with an innate sense of urgency and tenacity.
- Ability to communicate effectively in a polite and professional manner with a wide variety of customers.
- Detail oriented and organized.
- Comfortable working in a fast-paced environment with extensive guest contact.
- Strong cash handling abilities.
- Proficient with computers and Microsoft Office applications.
Physical Requirements
- Ability to work a flexible schedule including evenings, weekends, and some holidays aligned with game schedules.
- Must be able to work 80% of all scheduled home games.
- Occasionally lifts, pushes, pulls up to 25 pounds.
- When working in the store, ability to spend entire shift on feet, walking around to assist customers, clean displays, and rung up their orders.
- When working in the box office, may be long periods of staying in a stationary position.
- Constantly operates a computer, register, and other office productivity equipment.
- Constant communication with customers, must be able to exchange accurate information.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.