POSITION: Ticket Operations Coordinator

DEPARTMENT: Ticket Sales & Service

As a member of the Ticket Sales & Service department, the Ticket Operations Coordinator is responsible for managing the day-to-day Archtics ticket platform and TM Account Manager while overseeing all aspects of ticket sales operations including: system support, event builds, seating plans/maps, direct ticket sales and reporting/analysis.

RESPONSIBILITIES:

● Executing season manifest on Archtics - including setting up event builds, price codes, mini plans, promo codes and other programming needs for all regular season and playoff games

● Execution of seating plans, including pricing, invoicing, barcoding, ticket inventory management and mobile ticket management

● Work in collaboration with Ticketmaster and venue/arena as main point of contact, including but not limited to; manifests and maps, event builds, code links, scanning procedures, software management, Account Manager, NAM site, invoicing, marketing, reporting

● Assisting with maintenance of accounts relating to ticket/seat upgrade requests, payment plans, seat relocation, auto-renewals, voucher redemptions

● Tracking all promotional codes and other discount offerings for analysis

● Overseeing the Ticketmaster Account Manager NAM site for all public and ticket purchasers - including page aesthetics, invoicing and development

● Ensuring online functionalities for all sales links and working closely with marketing to confirm links are coded correctly for sales and tracking

● Responsible for data integrity as it relates to information being inputted into Archtics; develop a plan for beneficial data collection

● Support Ticket Account Executives with ticketing requests and troubleshooting ticketing issues including ticket replacement, scanning issues, and refunds

● Ensuring each game is balanced and money in ticketing system matches cash on hand and Ticketmaster Game settlements after each game

● Assist Finance department with ticket reconciliation – including payment plan management, balance due audits, and chargeback processing

● Work with Ticketmaster regarding software management, troubleshooting issues, event creation, marketing and financial reporting

● Develop and maintain all relative ticket sales tracking and metrics by creating proper reports and summaries to be shared with the Management team throughout the year for analysis

● Generate new leads for ticket sales through data review and analytics as well as curated call/mailing lists

● Providing training of Archtics software to Ticket Sales & Service staff and support client needs

● Developing and implementing new features or processes within Archtics and Ticketmaster Account Manager to improve business efficiencies, collect customer data, increase sales and add value to Season Members and Fans

● Participate in fulfillment of daily ticket orders for all customers

● Communicate effectively and efficiently with colleagues and Management

● Support and assist in a variety of game day related duties including, but not limited to; customer service in box office, executing game day ticketing including inventory management, player/visiting team order fulfillment, client/prospect interaction, troubleshooting etc.

● Always represent the Toronto Rock organization in a professional manner

● Perform other related duties as assigned or requested by Executive Team

QUALIFICATIONS:

● Minimum College/University degree or equivalent work experience

● Minimum two (2) years experience with Ticketmaster software (Archtics, Host,TM1), team experience preferred

● Excellent relationship building and people skills, with the ability to interact effectively with internal and external clients at all levels within the organization

● Experience using CRM is considered an asset

● Superior communication skills, collaborative with strong leadership and interpersonal skills

● Ability to multi-task and meet required deadlines

● A commitment to service excellence and customer satisfaction

● Prior sales experience inside or outside a sports franchise or organization is considered an asset

● Knowledgeable in all Microsoft Office applications

● Must be a self-started who is able to work independently

● Proven ability to show initiative and takes action when necessary;

● Flexible work schedule, including some weekends and holidays for games and events

APPLICATION PROCESS:

Interested applicants are asked to forward their resume and cover letter detailing their suitability for the position by email to Terri Giberson at [email protected]. Please include Ticket Operations Coordinator in the subject line.

We thank all applicants for their interest; however only those requested for an interview will be contacted.