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Coordinator - Ticket Services - Milwaukee Brewers (Milwaukee · WI)

Milwaukee Brewers jobs
Sports Jobs in Milwaukee · WI
Ticket Operations: Box Office Database Administration
*In order to be considered for this role, after clicking "apply now" above and being redirected, you must fully complete the application process on the follow-up screen. *

Overview
Summary This role will support the Senior Manager - Ticket Services by actively monitoring and coaching seasonal staff to ensure high service standards are met, as well as providing daily support to tickets@brewers.com inquiries. This position will also support the Manager - Ticket Services & Sales by actively leading the ticket office’s Phone Center staff, participating in the hiring process, scheduling, and recognition programs to ensure a rewarding culture. This role will support various fulfillment/distribution projects as well as reporting needs as assigned. This position will work with the Ticket Services Specialists and manage the Intern - Ticket Services to ensure all support duties relating to Ticket Services are completed efficiently and effectively.  
 
Essential Duties and Responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Other duties may be assigned.
 
  • Oversee the daily communication to Phone Center staff- including leading staff briefings on a rotational basis, reviewing and following-up of Daily Success Recaps, assisting with Ticket Services library on the intranet SharePoint site and ad-hoc support as needed.
  • Support Manager - Ticket Services & Sales with seasonal Phone Center staff- including hiring, scheduling, evaluation, reporting and other supervisory duties 
  • Actively manage call queues and provide reporting on call volumes and trends. 
  • Responsible for answering tickets@brewers.com service inbox, providing guidance to Ticket Services Specialists and Interns on coverage. 
  • Complete call monitoring on in-bound calls and provide feedback to staff and management team to ensure high-levels of customer service.
  • Directly manage Intern - Ticket Services including training, coaching, and ensuring an overall rewarding workplace culture.
  • Ensure email communications are properly tracked via Sales Force as needed and provide monthly reports on email trends.
  • Actively monitor VIPTIX@brewers.com and assist with fulfillment and printing of internal ticket requests including ticket banks, Brewers Buddies, and other business requests as assigned.
  • Assist with single game sales reporting and other reporting as needed.
  • On a rotational schedule, provide game day support as assigned- including overseeing customer service and supervising game day staff within ticket office.
  • Provide technological, operational and services support for all company ticket related needs 
  • Work various hours including game days, special events, ticket on-sales, and other ticket office coverage needs that occur on evenings, weekends and some holidays.
 
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 
  • Great customer service skills. 
  • 3-5 years ticketing system experience with Tickets.com or Ticketmaster.
  • Ability to work independently or manage in a fast-paced environment. 
  • Experience and training, in sales, cash handling or banking, whether telephone, retail or professional, very desirable.

Education and/or Experience
Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
 
Computer Skills  
To perform the job successfully, an individual should have knowledge of Microsoft office software including Word, Excel, PowerPoint, Access, Outlook, and Internet Explorer.     
 
Additional computer skills in PVE and other Tickets.com products preferred.
 
Language Skills                                                 
Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
 
Mathematical Skills                                                      
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
 
Reasoning Ability      
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  Ability to deal with problems involving a few concrete variables in standardized situations.            
                        
Physical Demands 
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk; sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.
 
Work Environment 
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
While performing the duties of this Job, the employee is regularly exposed to outside weather conditions, which may include heat, cold and various forms of precipitation. The employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually loud/moderate/quiet.
 
Work Hours                                                      
Business hours are Monday – Friday 9 am – 5pm, however, additional hours may be required on weekends, evenings and some holidays.