Archtics Ticketing System Training Software Programs Including
Ability to initiate and build relationships with customers and interact via telephone and in person with customers.Plans, organizes, and directs the overall operations of the Box Office at the BJCC Complex. Experience with ticketing systems, especially Archtics, a plus. The Ticketmaster Account Manager is responsible for all aspects of the Archtics primary ticketing system manifests events inventory management and reporting.Skill using computer software programs including point of sale systems and Microsoft Word, Excel, and Outlook. All ticket inventory initially resides on the Archtics ticketing system before distribution to Ticketmaster sales Channels. Archtics will be the primary ticketing system used for the Pan Am Games.
An applicant will be expected to exhibit these competencies or the ability to reach competency achievement within a specified time. Communication Proficiency, Organizational Skills, Time Management, Technical Capacity, Customer/Client Focus, Project Management, Execution, Decision Making, Business Acumen, Critical Thinking. Provide administrative support for a variety of event related activities.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential competencies. Conduct daily review of assigned area and potential areas of improvement. Perform basic office functions as needed. Acts as liaison for the complex with promoters and coordinates and transfers event information with internal box office staff.A ticket can contain a combination of information provided from the event’s information, such as Event Title, Venue and Date, as well as information provided by the 3P specifically for the ticket: Ticket Text Ticket Logos Print Messages NOTE: The coordination of the ticket format and content will be coordinated between the local TM office and the 3P.Perform computer work as needed (Archtics ticketing system, Microsoft Office, Microsoft Dynamics CRM). Oversees ticket seller scheduling and ensures events are appropriately staffed.
Encourages others to continually improve the customer sales and service experience. Demonstrates a commitment to customer and quality service by modeling the image of the organization, communicating customer service philosophies, brand, standards, and orienting others in effective customer service strategies. Demonstrates an ability to effectively listen, speak, and interact in a tactful and persuasive manner in both a work and public setting. Demonstrates an ability to persuasively and effectively communicate in writing, in person, by telephone or by email with external and internal customers, representing the BJCC brand to customers, promoters, ticketing partners, the public, government and other external sources. Expected to maintain, monitor and guide ongoing ticket seller training. Demonstrates a full performance ability to communicate, coordinate, and execute optimal customer service initiatives, associated with box office management.
Prioritizes and sets deadlines for one’s own work.Demonstrates understanding and full performance ability in each of the following: Demonstrates an ability to meet deadlines, define, measure, and manage event projects and resolves matters associated with event management, to ensure ideal results. Chooses best solutions to solve problems, and makes independent decisions and addresses issues, complaints, and needs as part of the group decision making process. Demonstrates an ability to strategize, formulate, gather, analyze, interpret and evaluate complex information, follow complex instructions, and effectively resolve complex challenges associated with the work.
Interacts with promoters and Ticketmaster to ensure accuracy of event set-up for ticket sales. Submits Broadway rebate and facility fee reports to accounting. Oversees all aspects of Broadway shows in order to monitor event ticket sellers on day of event and serve as the primary Broadway contact for Central Ticket Office. Mentors and coaches Box Office employees.
Creates scaling and colored event maps and distributes to box office staff, marketing, Ticketmaster, and promoters. Provides sold/hold map for day of show, and as needed leading up to the day of show. Checks on parking, club, and suite events to see if these need to be added to the event. Builds events in Ticketmaster and/ or Archtics system when necessary.
Issues complimentary tickets for event promoters and building and keeps records of those tickets. Releases holds and makes any changes or adds promotional ticket types through Ticketmaster. Ensures that all appropriate copies stored internally. Enters all event activity such as holds placed, tickets pulled, ticket type changes and various other event activities into event journal internally.
Training instructor for ticket sellers. For ticket sellers, schedules training and notification of sellers, and maintains accurate, up-dated training records. Assists with customer service training, job specific training, etc. Monitors ADA seating for events, checks for accurate % per price level, flips from ADA to regular seats when necessary and supplies Arena and Concert Hall Managers with accurate sold status on day of show.
Serves as primary contact for all promoters for the various venues, throughout the complex. Provides on-going training and schedules daily meetings with full-time Box-Office staff making sure they are aware of new procedures on Ticketmaster and provides new event information to Box Office and Marketing staff. Verifies check payments received are copied, placed in appropriate binders, and attached to end of day report. Counts deposit and banks and runs daily reports at end of the day reports and submits to accounting, enter deposits in database. Checks ticket stock, computers, printers, pens, etc., Ensures box office is clean and fully stocked prior to working an event.
Communication typically occurs through face-to-face interaction, e-mail, telephone, and written correspondence. Typical duties are performed in an office setting with normal ranges of temperature and a moderate level of office background noise. Throughout the year other related duties may include Special Event Promotions, VIP Ticket Sales, Group Sales, Marketing and other promotional events.This position requires working in the internal environment most duties are performed while sitting at a desk. Performs other related duties as required to include but not limited to: events in the arena, exhibition halls, and concert hall, group sales and various duties deemed necessary in absence of other box office staff. Ensures Box Office is run efficiently and accurately on a daily basis and encourages excellent customer service at all times. Works with Box Office employees to ensure all necessary duties are covered in their absence.
Requires considerable concentration, attention to detail, and focus. Position requires the ability to walk back and forth between venues for extended periods of time during events. Position requires extensive standing, sitting, walking, in addition to, normal office environment. Ability to lift up to 25 lbs., lift files, open filing cabinets, bending, stooping or standing as necessary. Position is occasionally required to work outdoors and is exposed to the elements (heat, rain, etc.).The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Constantly work in a team environment, effectively and efficiently achieving goals, improving processes, and resolving problems.
Must have a valid State Drivers License. Must be able to work extended and/or irregular hours including day, nights, weekends, and holidays, as needed.This position may require minimal travel. Must be able to deal with a high volume of stress associated with dealing with the public and customer complaints.This is a full-time position hours of work must be flexible and varied to meet the demands of the events of the facility.
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