Job Summary
The Ticket Operations Coordinator supports the day-to-day execution of ticketing operations for the Grand Rapids Griffins and Grand Rapids Rise. This role is focused on accurate order processing, exceptional customer service, and maintaining clean, reliable ticketing and CRM data. As a supporting component, the position also includes light exposure to reporting and data review to help support operational efficiency and informed decision-making.
What We're About
We're passionate about creating unforgettable experiences for our fans. As a Ticket Operations Coordinator, you'll be a vital part of a dedicated team that values precision, reliability, and outstanding service. This position is perfect for someone who thrives on operational excellence, takes pride in accuracy, and wants to see how their work directly supports our sales and service teams. Your execution and reliability will be key to delivering a great experience for both our fans and internal partners.
Key Responsibilities
- Process and fulfill group ticket sales orders accurately and efficiently
- Handle single-game ticket sales, including phone sales
- Provide customer support via phone, email, and webchat during business hours
- Process internal ticket requests such as reprints, will call, and additional purchases
- Maintain accurate accounts and orders in Salesforce CRM and ticketing systems
- Support reporting accuracy by ensuring clean and consistent data entry
- Assist with validating basic reports and identifying operational trends or issues
- Track and support lead generation efforts by monitoring lead volume and sources
- Work closely with ticketing vendors to support system improvements and updates
- Assist with hiring, training, and scheduling of box office staff
- Collaborate with The Zone on ticket system training and best practices
- Help develop and improve ticketing processes and procedures
- Assist with ticketing projects such as invoice mailings and season ticket fulfillment
- Set up and maintain price codes, promo codes, fees, and offers in Paciolan
- Support sales and service staff with order processing and account servicing
- Assist members with mobile ticketing adoption through appointments, calls, and webinars
- Work game nights as needed based on department needs
- Perform other duties as assigned
What We're Looking For
- Bachelor’s degree in business, sports management, hospitality, or a related field preferred, or equivalent practical experience
- One year of ticketing, box office, or customer service experience preferred
- Strong organizational skills and exceptional attention to detail
- Excellent customer service and communication skills (verbal and written)
- Comfortable working with ticketing systems (e.g., Paciolan), CRM tools (e.g., Salesforce), and basic reporting
- Proficiency in Microsoft Excel and Word
- Self-starter with strong initiative and problem-solving abilities
- Ability to maintain focus on repetitive or process-driven tasks while ensuring accuracy
- Positive, professional demeanor when interacting with fans, clients, and staff
- Flexible schedule with availability to work evenings, weekends, and holidays as needed
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
