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Team Captain, Ticket Operations - Phoenix Suns (Phoenix · AZ)

Phoenix Suns jobs
Sports Jobs in Phoenix · AZ
Administration/General Management: General Management/Profit & Loss
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The Ticket Service Representative Team Captain is the first point person when ticketing issues arise at the windows or phones. The incumbent is in place to handle basic issues/questions to ease the load of managers and produce quick resolutions to basic guest problems or questions. The TSR Captain position allows managers to focus on larger issues resulting in the overall guest experience to be at its highest level. 

What You Will Do:
  • Act as the liaison between management, staff and guests providing a consistent level of customer service
  • Work as the team lead and supervise staff to create a great customer experience for each interaction
  • Handle basic research on Ticketmaster accounts when issues arise using TM Host, Archtics and TM1
  • Assist managers on TSR briefings and briefing materials
  • Reopen tickets for TSRs
  • Reprint tickets in TM Host, TM1 Sales and Archtics
  • Provide change to TSRs as needed
  • Reconcile TSR sales after shift (verify cash deposit, bank and credit card sales)
  • Maintains regular and reliable attendance

What We Need From Our Captain:
  • Knowledge of Ticketmaster Host, TM1 and Archtics
  • Excellent customer service skills
  • Excellent communication skills
  • Friendly, outgoing personality
  • Effective problem-solving skills
  • Ability to work under pressure
  • Proficient in Microsoft Office applications

Education and Experience:
  • Prior experience as a TSR required
  • Previous ticket operations experience required
  • Previous cash handling experience required
  • Spanish/English bilingual preferred
  • Prior phone sales or retail experience is preferred

What You Can Expect:
The work environment characteristics described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Flexible schedule to include weekends, evenings, some holidays and some overtime to meet business needs
  • Majority of shifts begin at 4:45pm
  • Non-event day shifts are available in the morning into evening
  • Ability to stand for extended periods of time
  • Must be able to work at least 60% of events each month
  • Work indoors, away from the elements
  • L-Light Work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly (Constantly: activity or condition exists 2/3 or more of the time) to move objects. Physical demand requirements are in excess of those for Sedentary Work. Even though the weight lifted may be only a negligible amount, a job should be rated Light Work: (1) when it requires walking or standing to a significant degree; or (2) when it requires sitting most of the time but entails pushing and/or pulling of arm or leg controls; and/or (3) when the job requires working at a production rate pace entailing the constant pushing and/or pulling of materials even though the weight of those materials is negligible. 
  • Ability to work and communicate in noisy environments
  • This role is computer based and will require extended periods of time working in front of a computer screen
  • Repeating motions that may include the wrists, hands and/or fingers
  • Ability to interpret data and respond accordingly
  • Ability to Read, Write & Speak in English
The Phoenix Suns are an Equal Opportunity Employer M/F/D/V

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.