Company Info

Adrienne Arsht Center
1300 Biscayne Blvd
Miami, FL, United States

Phone: 786-468-2000
Web Site: www.arshtcenter.org

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Company Profile




Ticketing Services Manager


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Job ID:

1012

Location:

Miami, FL, United States

Category:

Customer Service, Other
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Job Views:

390

Zip Code:

33132

Employment Type:

Full time

Posted:

12.24.2018
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Job Description:

The Adrienne Arsht Center for the Performing Arts of Miami-Dade County is seeking an experienced, skilled, and highly motivated Ticketing Services Manager to support the Director, Ticketing Services.

Basic Function

Ticket Services Managers oversee the internal control of daily operations and coordinate event information between promoters, Center personnel and external ticketing companies in a timely manner for assigned events. An ideal candidate for a Ticket Services Manager position thrives in a fast-paced environment and is energized by creating exemplary customer service. An ideal candidate works well with a variety of personalities and is a tremendous team player. While a main focus for this position is call center management, show building and performance ticketing management is also required. 

Responsibilities

• Ensures the smooth daily operation of customer service and sales functions.
• Cultivates and maintains a solid, respectful working relationship with the Resident Companies and other facility renters.
• Maintains emergency processing plans for night of show system failures.
• Achieves a thorough understanding of the Tessitura ticketing system, its hardware and software and its impact on other departments.
• Creates Box Office Customer Service Representatives schedule to ensure coverage both daily and for performances.
• Hires, trains and supervises Customer Service Representatives.
• Monitors Customer Service Representatives and ensures adequate and appropriate staff development and training as well as conduct employee evaluations for Customer Service Representatives.
• Compiles and distributes daily sales and financial reports to related departments and to presenters upon their (reasonable) request for assigned shows and events.
• Prepares and submits box office statements for settlement and all pertinent records pertaining to settlement for assigned shows and events.
• Compiles and evaluates all sales data including individual walk-up, Internet, Call Center and subscriptions.
• Resolves formal ticketing complaints from patrons.
• Reviews and responds to any written complaints related to ticketing.
• Assists in the oversight of ticket inventory.
• Manages contractual, complimentary, house and presenters seat inventory and orders for assigned shows and events.
• Undertakes any other responsibilities relating to ticketing services.

Job Requirements:

Ideal Experience

• At least five to seven years’ experience in a multi-venue organization developing, implementing, managing and maintaining a full-service Box Office.
• At least five to seven years’ experience in working with computerized ticketing software.
• Extensive accounting and customer service experience essential
• Knowledge of a theater environment and non-profit organizations is preferred.
• Four-year college degree in related field or the equivalent in level of experience.
• Ability to supervise and direct staff.
• Effective verbal and written communications skills.
• Excellent organizational skills.
• Ability to work independently.
• Ability to perform well under extremely stressful conditions.
• Knowledge of Tessitura, iovation, and Enghouse Interactive Contact Center.
• Working on weekends, evening hours, and holidays will be required.
• The ability to communicate in Spanish is highly desirable.

Personal Characteristics

The Ticket Services Manager should be:
• Action-oriented; a doer
• Affable, easy to get to know
• Determined and persistent
• Highly energetic
• Dedicated to accomplishing the organization’s goals

Physical Demands

• While performing the duties of this position, the employee is frequently required to stop, reach, stand, walk, lift, pull, push, grasp, communicate, and use repetitive motions.
• While performing the duties of this position, the employee may frequently lift and or move 20 pounds of materials.
• The position requires the individual to meet multiple demands from multiple people and interact with the public and other staff.


Suggestions for candidates and expressions of interest should be addressed to:
Email: resumes@arshtcenter.org, with Ticketing Services Manager search in the title line.

The Adrienne Arsht Center is an Equal Opportunity Employer committed to being an inclusive workplace and strongly believes in the importance of having a diverse group of individuals represented both onstage and off.