Jobs

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.