Ticket Services Manager

Job description

Position Number:S79940-20190920 Title:Ticket Services Manager Department:Zoellner Arts Center Category:Administrative/Clerical Job Family:Performing Arts Website:https://zoellner.cas2.lehigh.edu/ Posting Date:09/20/2019 Summary:

The Ticket Services Manager will provide quality service to all patrons and visitors as well as the resident departments of Zoellner Arts Center; giving specialized service to Zoellner subscribers and donors. The incumbent will manage daily ticket sales operation; ensuring accurate accounting transactions and balances for all ticket events. The Ticket Services Manager will also hire, train and supervise part-time employees.

Accountabilities:
  1. Provides excellent customer service to all patrons; including subscribers, donors, faculty, staff and students
    • Develops customer service and ticket sales practices which promote repeat patronage of the Center; including but not limited to exchanges, ticket donations, comp tickets and customer complaint procedures
    • Ensures all patrons feel valued through excellent customer service practices of staff
    • Upholds high customer service standards; resolves patron complaints when escalated beyond ticket sellers
    • Greets and assists visitors and the campus community
    • Responds to inquiries and/or refers callers to appropriate personnel leads and gives directions to staff while performing the same duties; delegates duties as appropriate
    • Acts as key box office liaison to group contacts to arrange group sales
  2. Manages Ticket Services Operation
    • Hires, trains and supervises student and wage employees; including those who supervise their peers, ensuring the highest level of customer service is provided to Zoellner patrons
    • Coordinates the management of the box office with Ticketing System Administrator during both regular operating hours and events
    • Ensures ticketing staff adheres to all ticketing and customer service policies, procedures and standards
    • Manages ticket office employment, including position evaluation, scheduling, salary recommendations, training and approvals for hire
    • Analyzes and organizes office operations and procedures for a timely and efficient workflow
    • Develops procedures for the dissemination of information from managers through ticketing staff to our patrons
    • Leads and gives directions to workers while performing the same duties; delegates duties appropriately to subordinates
    • Creates and maintains user training procedures and manuals for all levels of use; trains subordinates and peers to use ticketing and reporting systems as appropriate to their area and level of use
    • Schedules all part-time Audience Services staff to adequately cover events and ticket office hours while remaining within budget
    • Serves as a proxy signer for hourly payroll approval
    • Maintains inventory of office supplies and merchandise for sale
  3. Manager-level utilization of ticketing and associated systems
    • Assists System Administrator with the creation and distribution of tickets for each of the Zoellner constituents with ticketed events
    • Inputs price tables, hold codes, taxes and service charges
    • Liaises with internal and external rental clients, providing customized service to set up ticketed events for sale
    • Liaises with the other University ticketing Managers who share the University-wide ticketing system, implementing clean accounting practices
    • Keeps abreast of new developments in technology for CRM and ticket sales; attends training sessions and industry workshops
    • Inputs marketing information in ticketing system to display throughout ticket selling process
    • Liaises with ticketing vendor to address issues as needed; assists System Administrator with testing system upgrades and customizations for Zoellner
    • Manages system as needed when System Administrator is unavailable
  4. Insures the accurate accounting of all monies collected through the Ticket Office
    • Processes and oversees processing of ticket orders, merchandise, miscellaneous item sales and contributions
    • Balances, deposits and reports on ticket revenue daily, weekly, monthly and seasonally
    • Reconciles and audits ticket sales for each ticketed event; accurately accounting for ticket revenue, Amusement Tax, vendor fees and service charges
    • Customizes, schedules and maintains sales reports for Zoellner management, academic departments and rental clients
    • Provides Zoellner constituents with individual event audits and seasonal reports
    • Reconciles local payment methods such as Gold Plus and index reallocations for tickets purchased by Lehigh students, faculty and staff
    • Formulates the procedures for the management of records; ensures security of sensitive data
    • Investigates and reconciles out of balance orders; ensures all transactions are allocated properly
    • Liaises with other Ticket Managers at the University to coordinate the accounting and reporting of tickets sold by Zoellner for their operations
    • Assists Director of Audience Services with sales projections during artist contract negotiation
    • Extracts and manipulates data, compiles statistics and prepares reports and spreadsheets, both on a schedule and as requested
  5. Stewardship and record keeping Zoellner’s VIP constituents, subscribers and donors
    • Assists in developing subscriber and donor benefits; provides specialized and individualized service to subscribers and donors
    • Coordinates the manual transfer of Zoellner donor information from Banner database to the ticketing system and vice versa; prepares donation backup for processing by Development
    • Facilitates individual donor communication and relations by: coordinating with Development and Alumni Relations Department to generate donor mail/email lists as needed for targeted communication, following up on donor requests to/from Director’s Office and sending and following up on invitations to donor and/or subscriber events
    • Maintains subscriber and donor records in a database; proofs the Zoellner Friends List; provides demographic reports as requested by Zoellner management and Development and Alumni Relations Department
    • Assembles, proofs and sends thank you notes and other donor mailings
    • Interfaces with the Development and Alumni Relations Department and the Office of Economic Engagement
  6. Performs other duties as needed
    • House manage events as assigned during high-volume periods
    • Coordinate use of ticket scanners as it relates to ticketing system data
    • Monitor patron activities during performances; assist in evacuation of theatres or emergency situations as needed
    • Assist in maintaining Zoellner lobby appearance ensuring marketing materials are current and stocked
Qualifications:
  1. Bachelor's Degree in Arts, Business or equivalent combination of education and experience
  2. One to three years related work experience
  3. Experience managing a box office preferred
  4. Excellent communication and interpersonal skills
  5. Solid writing ability and organizational skills
  6. Solid analytical, decision making and problem solving skills
  7. Solid computer skills with experience using word processing and spreadsheet software
  8. Successful completion of standard background checks including but not limited to: social security verification, education verification, county and national criminal background checks, PATCH, FBI fingerprinting, Child Abuse Clearance. Based upon the requirements of the position Lehigh may also request credit history reports, motor vehicle checks and professional license/certification verification
Special Considerations:
  • This position has fiscal or financial responsibilities other than employee expense activity, such as processing or approving transactions; monitoring or preparing budgets; or generating income for University
  • This position works with minors
  • Will be required to use hands to finger, handle or feel and talk or hear
  • Will often be required to stand, walk, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl and lift up to 25 pounds
FTE:90.67 Grade and Hiring Minimum:8-37.5; $36,990 Salary commensurate with experience and qualifications. Salary adjustments for internal candidates comply with University policy. For more information contact Human Resources. Required Documents Message:Cover Letter, Resume

 

 

 

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Job No:
Posted: 9/22/2019
Application Due: 11/1/2019
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