Assistant Ticket Manager, External Events and Service
University of Colorado Boulder
October 1, 2018
Full-time - Experienced
Operations, Operations - Ticket Office
4 Year Degree
The Athletics Department at CU Boulder now welcomes applications for an Assistant Ticket Manager, External Events and Service. This position manages the box office functions for concerts and non-team events including staffing, cash control, event management and conducting third-party vendor relations to scale, build, adjust and account for concerts and non-team events using the Paciolan ticketing system. The goal of this position is to lead all facet of ticket operations as it relates to outside events which includes season setup using the Paciolan ticketing system and lead manager for event operations and communications within the Athletic department and to the University personnel as it pertains to all external events. This position will be the liaison with promoting entities to steward and service premium and customer relations.
Ticket Office Management:
•Act as the liaison between promoting entities, ticket service providers and athletic senior staff, ensuring that accurate information is disseminated and events go on sale as intended for concerts and non-team events at Folsom Field, Coors Events Center, Prentup Field or other athletics controlled facilities.
•Direct the creation of concerts and non-team events using the Paciolan ticketing system and the administration of all holds, seat kills, processing of internal/VIP ticket requests, house ticket requests, promoter ticket requests, band ticket requests, etc.
•Provide settlement documentation (including event sales audit, complimentary ticket recap report, receivables report, and scanned ticket count) to the athletic department accounting department at the conclusion of the event to ensure quick and accurate event settlement.
•Create and distribute sales reports to promoters on an as-needed basis.
•Resolve customer service issues, process mail orders for events and facilitate seat relocates as needed for external events.
•Supervise the daily activities of the part-time ticket sellers during external events.
•Supervise, train and schedule all event ticket sales and will call staff for external events.
•Prepare ticket window stations prior to box office opening for events to include logging into computers, providing adequate change for cash drawers, making changes to signage, etc as related to external events.
•Supervise the reconciliation of window sales receipts. •Prepare ticket window expense reports and attendance drop counts at the conclusion of each event.
•Balance, deposit and report all external event box office receipts.
•Represent the department at meetings as determined by the Assistant Athletic Director - Ticket Operations, Sales and Service.
Ticket promotion and sales initiatives:
•Develop and maintain positive personal relationships with season ticket and partial plan holders via outbound calls, personalized letters, emails and face to face interaction and team functions.
•Make an average minimum of (5-10) proactive touch points per day (telephone, email, letters, face-to-face). •Perform a minimum of Eight (8) touch points with season ticket holders at games.
•Provide superior service to all inbound customer communication: phone calls, email, Facsimiles, etc. •Respond to all season ticket holder service needs such as customer service issues, ticket exchanges, add-on requests, and other ticketing and team related questions.
•Utilize Paciolan and Salesforce system to track and report progress of relationships with season ticket holders, as well as to ensure client profiles are always up-to-date.
•Create, assemble and distribute welcome packets to all new account holders.
•Work with Database Marketing and Analytics Coordinator and Assistant Athletic Director, Ticket Operations, Sales and Service to create, manage and analysis all data from ticket sales surveys to improve department efficiency, retention rates, and customer satisfaction and loyalty.
•Provide referrals to the sales team resulting in new revenues generated though each season ticket holder in the areas of season tickets, group sales and up-sells.
•Supervise and train event staff at ticketed events including Football, Men's and Women's Basketball, NCAA events, Conference events and external events. Responsible for maintaining the budget for external events while offering the best service available.
Maintaining knowledge and adherence to all NCAA, Pac-12 Conference and institutional rules and regulations.
This position will be responsible for making sure no NCAA Pac-12 or CUAD policy's are violated as it relates to game tickets and external event tickets.
Bachelor's degree in Sales, Marketing or Business related field required or a related field that covers good communication skills, both written and verbal, and analytical skills.
Two years experience working in a collegiate, venue or professional ticket office with supervisory responsibilities.
Experience and training in a Ticketing and/or Customer Relations Management system.
Ability to work a varied schedule to include some nights, weekends and holidays.
Must be able to work in a team atmosphere as working irregular hours, nights, weekends and holidays are required. Occasional travel may be required to certain events.
What you will need:
Excellent customer service skills and ability to successfully communicate with the public, employees and vendors using verbal and written skills.
Ability to coordinate multiple tasks in a fast-paced environment.
Demonstrated ability and experience developing and coordinating multi-faceted event plans and problem solving issues.
Proficiency in Word and Excel and detail oriented with strong numeric skills.
Demonstrated sound organizational, coordinating and personal interface skills
Experience working in a BCS school ticket office and/or concert venue box office.
Experience and training in Paciolan system preferred
Additional Salary Information: The University of Colorado offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder.
About University of Colorado Boulder
The University of Colorado Boulder is committed to providing a safe and productive learning, living and working community. To achieve this goal, we conduct background investigations for all final applicants being considered for employment. Background investigations include a criminal history record check, and when appropriate, a financial and/or motor vehicle history.
The University of Colorado is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained faculty and staff. In compliance with applicable laws and in furtherance of its commitment to fostering an environment that welcomes and embraces diversity, the University of Colorado does not discriminate on the basis of race, color, creed, religion, national origin, sex (including pregnancy), disability, age, veteran status, sexual orientation, gender identity or expression, genetic information, political affiliation or political philosophy in its programs or activities, including employment, admissions, and educational programs. Inquiries may be directed to the Boulder Campus Title IX Coordinator by calling 303-492-2127.