TICKET OPERATIONS COORDINATOR
DEPARTMENT: Ticket Sales & Service
HOURS OF WORK: Full Time, Monday – Friday – Some weekends and holidays required
LOCATION: Toronto Rock Athletic Centre – 1132 Invicta Drive, Oakville
Toronto Rock Lacrosse is actively scouting a detail-oriented, enthusiastic and customer-service oriented individual to join our team as a member of the Ticket Sales & Service department. Reporting to the Director of Sales & Service, the Ticket Operations Coordinator is responsible for managing the day-to-day Archtics ticket platform and overseeing all aspects of ticket sales operations including: system support, direct ticket sales, reporting/analysis and providing exceptional front-line customer service.
RESPONSIBILITIES:
- Overseeing manifest creation on Archtics – including setting up event builds, price codes, plans, promo codes and other programming needs;
- Working with Ticketmaster regarding software management, troubleshooting issues, event creation, marketing and financial reporting;
- Acting as the main point of contact between Ticketmaster and the Toronto Rock;
- Overseeing the Account Manager NAM site for all public and ticket purchasers – including page aesthetics, invoicing and development;
- Providing accurate and ongoing ticket sales reporting as required;
- Tracking all promotional codes and other discount offerings for analysis;
- Formulating all other ticket related sales and forecasting reports as required;
- Ensuring each game is balanced and money in ticketing system matches cash on hand and Ticketmaster settlements;
- Maintaining a season-long report on special promotions and offers with success rates;
- Ensuring online functionality for all sales links and working closely with marketing to confirm links are coded correctly for sales and tracking;
- Engaging with clients and conduct customer reviews/survey to ensure clients are satisfied with their products and experience;
- Assisting with maintenance of accounts relating to ticket/seat upgrade requests, payment plans, seat relocation, auto-renewals, voucher redemptions;
- Analyzing and interpreting data and sales trends of customers to generate new business leads and ticket sales;
- Holding responsibility for data integrity as it relates to information being inputted into Archtics Develop a plan for beneficial data collection;
- Assisting with preparation of invoices and billings from the Archtics system;
- Importing client data as required;
- Organizing and developing lead lists throughout the season (single ticket buyers, multi games, pack buyers etc.);
- Providing training of Archtics functionality to Sales & Service staff;
- Assisting Account Executives with lead generation through Archtics;
- Maintaining a positive, high-performance culture in the Ticket Sales & Service Department;
- Assisting in the management of ticket inventory;
- Troubleshooting and software tech support.
QUALIFICATIONS:
- Minimum College/University degree
- Experience with Ticketmaster software (TM Host & Archtics)
- Prior sales experience inside or outside a sports franchise or organization
- Excellent relationship building and people skills, with the ability to interact effectively with internal and external clients at all levels within the organization
- Excellent communication skills
- Ability to multi-task and meet required deadlines
- A commitment to service excellence and customer satisfaction
- Knowledgeable in all Microsoft Office applications
- Proven ability to show initiative and takes action when necessary;
- Flexible work schedule, including weekends and holidays for games and events
APPLICATION INSTRUCTIONS:
Interested applicants are encouraged to submit their resume, cover letter and salary expectations to Justin Bernardo, Director of Ticket Sales & Service at [email protected].
We thank all applicants for their interest; however only those requested for an interview will be contacted.
Ticket Account Executive
LOCATION: Toronto Rock Athletic Centre, 1132 Invicta Drive, Oakville, ON
POSITION TYPE: Full-Time, Monday – Friday + some weekends and holidays
Toronto Rock Lacrosse is actively scouting a passionate, enthusiastic and customer-service oriented individual to join our team as a member of the Ticket Sales & Service department. Reporting to the Director of Sales & Service, the Ticket Account Executive is responsible for providing exceptional customer service via phone and email, proactively sourcing new channels/opportunities for ticket revenue growth, and assisting with single ticket orders/fulfilment.
RESPONSIBILITIES:
- Prospecting new group, season and flex pack sales opportunities through research, cold calling, referrals and networking events;
- Setting meetings with key decision makers of community and corporate groups;
- Developing and nurturing professional relationships with current clients for renewal and referral leads.
- Selling and managing group ticket programs with the goal to increase in arena attendance and revenue
- Meeting both ticket revenue and ticket unit goals set out by the Director of Sales & Service;
- Handling incoming ticket-related calls & inquiries with a high level of professionalism;
- Executing on a minimum of 200 outbound calls per week;
- Resolving customer service issues with positive and customer-focused solutions;
- Generating new leads for suite sales
- Assisting in a variety of roles on game days including (but not limited to) client / prospect interaction, distribution of sales materials, signage set-up and takedown, troubleshooting, etc.
- Staffing ticket sales booths at outside functions including tradeshows, community events, conventions, etc.
- Performing other duties as assigned
QUALIFICATIONS:
- Minimum College/University degree
- A strong desire to begin a career in the sports industry
- Prior sales experience inside or outside a sports franchise or organization an asset
- Excellent relationship-building and interpersonal skills
- Proven ability to interact effectively with internal and external clients at all levels within the organization
- Excellent communication skills with a friendly and professional telephone manner
- Ability to multi-task and meet required deadlines
- A commitment to service excellence and customer satisfaction
- Knowledgeable in all Microsoft Office applications
- Assertive, confident, persistent and results-oriented
- While looking to succeed personally, you must be able and interested in supporting a team environment and adhering to the Ticket Sales & Service department’s objectives, goals and mandates
- Familiarity with Archtics is considered an asset
- Flexible work schedule, including weekends and holidays for games and events
APPLICATION INSTRUCTIONS:
Interested applicants are encouraged to submit their resume, cover letter and salary expectations to Justin Bernardo, Director of Ticket Sales & Service at [email protected].
We thank all applicants for their interest; however only those requested for an interview will be contacted.
