Under the direction of the Assistant Athletic Director for Ticket Operations, the Ticket Office Coordinator will oversee daily operations of the Athletic Ticket Office. Duties include: Oversight of student employees (hire, train and manage), act as lead customer service representative, manage inbound sales and call center, reconcile daily sales, coordinate department staff tickets, third party ticket vendor relations and other duties as assigned.
A. 5% Administration 1. Work with the Assistant Athletic Director for Ticket Operations, the Department's Senior Staff and the Athletic Board to develop ticketing policies for all UW sports and special events. 2. Other duties as assigned. B. 35% Manage Student Employees 1. Recruit, interview and hire all student worker personnel. 2. Coordinate with Human Resources on ensuring new hires pass the appropriate background checks and complete the necessary paperwork. 3. Develop job descriptions and work duties for student staff positions. 4. Develop training and orientation program for all new and returning student staff. 5. Determine appropriate staffing level and work schedules for regular office our as well as for ticketed events and special on-sales. 6. Train and supervise student workers on customer service, including answering phones, working ticket sales windows and all customer interactions. 7. Train and supervise student staff on data entry into Spectra, the ticketing software program. 8. Train and supervise student staff on all other ticket office policies and procedures. Enlist the help of interns and program assistant in training as well as with updating training checklists and an office manual. 9. Coordinate with ticket office senior staff to provide accurate information to student staff concerning daily activities as well as upcoming events. 10. Direct student workers on the proper use of cash, check and credit card handling procedures which adhere to PCI compliance standards. 11. In conjunction with the business office, ensure all students are properly certified in PCI compliance. 12. Review and approve time reports for staff in the HRS system. 13. Provide periodic oral and written evaluations of staff with corrective and positive feedback as it relates to policies, procedures and work rules. 14. Coordinate event credential requests for ATO students and staff. 15. Evaluate performance of student workers and recommend staff pay rate adjustments to the Associate Ticket Director. C. 15% Lead Customer Service Representative 1. Act as lead customer service representative which includes acting as a phone rep and answering web chats when necessary. 2. Act as a reference for student workforce as questions arise from customers such as sight lines, restrooms, handicap facilities, parking areas, exits, concessions etc. 3. Provide reports on complaints, suggestions to Assistant Athletic Director for Ticket Operations or Associate/Assistant Ticket Directors. 4. Interact with customers and callers in a welcoming and professional manner to quickly and effectively address customer needs. D. 5% Accounting and Fiscal Responsibilities 1. Reconcile daily sales for the Athletic Ticket Office. Ensure that all cash drawers have balanced and credit card receipts, cash and checks match reports. 2. Run batch reports of sales daily. 3. Direct the audit of batches to ensure work is being completed correctly. 4. Contact delinquent accounts to collect payment. E. 10% Manage Athletic Ticket Office Inbound Sales and Call Center Operations 1. Open and close the call center each day for business. 2. Manage the flow of calls to reps and make sure enough reps are available to take calls. 3. Manage call center web software. Create rep usernames and initial passwords. Determine each rep's permissions with the software. 4. Determine the need to switch to the backup phone system at a moment's notice if there is a software issue. If calls cannot get through to reps, the department is at risk for losing revenue. 5. Generate reports on call center activity and analyze reports to determine future call center requirements. 6. Represent the Athletic Ticket Office at meetings and on e-mail user lists with Wisconsin Department of Administration, DoIT, and Call Center Anywhere. 7. Monitor call center activity daily and during on-sales. 8. Request additional licenses for expected heavy volume call days such as on-sales. 9. Manage relationship with secondary off-site call center (Turnstyles Ticketing), ensuring that Turnstyles is completely aware of our current sales menu and policies/procedures. 10. Manage reps on calls to aid in training and giving the customer the best possible call experience. 11. Record call center greetings and prompts which enables the caller to be routed to the appropriate rep. 12. Assist the Director of Ticket Operations develop, implement office policies and procedures pertaining to all ticket office activities and services. F. 5% Camp Randall Tours 1. Coordinate with Ticket Office Assistant position the back office set-up in Spectra for the selling of tour tickets. 2. Work with Guest Services staff to determine pricing, tour dates and time. G. 15% Staff Tickets 1. Responsible for the administration of the department's complimentary staff tickets for eligible employees. 2. Work with Human Resources to determine which employees are eligible to receive complimentary tickets for ticketed sports. 3. Prepare emails notifying staff of procedures. 4. Setup online system for eligible staff to sign up for tickets. 5. Work with the unit's sport administrators to ensure all eligible staff are assigned seats. 6. Work with Human Resources to provide list of staff receiving tickets for tax purposes. 7. Coordinate the sale and distribution of tour tickets with student staff. H. 10% Additional Responsibilities 1. Responsible for updating and maintaining the Athletic Ticket Office manual to be used by students and staff. 2. Determine the unit's needs for re-ordering of supplies such as mailing envelopes, will call envelopes, ticket applications, invoices, card stock and post cards. 3. Maintain proper tracking and storage of inventory such as mailing envelopes, will call envelopes, ticket applications, invoices, card stock and post cards. 4. Manage the mailing of tickets to patrons; create a schedule of mailings for the unit to follow. 5. Manage the mailings of applications to patrons. Schedule adequate staff to help with folding and stuffing for football, men's basketball, men's hockey, volleyball, women's basketball and women's hockey.
Knowledge and Skills
Public relations and customer service skills. Working with a wide variety of internal and external customers, including donors, season ticket-holders, the general public, university staff and students.
Effective decision making and problem solving skills with the ability to act as an authority without seeking counsel on important matters.
Organizational skills with the ability to handle multiple tasks and details efficiently, often with numerous interruptions.
The ability to be resourceful and to manage the unit independently at various times, while eliciting the support of peers and subordinates by being a leader.
Excellent interpersonal communication skills.
Superlative oral and written communication skills.
Outstanding management skills, including the ability to have difficult workplace conversations when situations present themselves.
The ability to hire and train a quality workforce of customer service agents who are usually the first point of contact for patrons and the general public with the department.
Knowledge of best practices and current trends for the training, orientation and retention of customer service agents.
The ability to evaluate staff and recommend changes to staff structure or compensation.
Experience in financial planning, working with budgets, cost/benefit analysis and attention to detail with record keeping.
Experience with proper cash handling, credit card security, and storage of valuable commodities like tickets and ticket stock.
Staying current with industry standards regarding the allocation of season parking benefits to donors.
Knowledge of Microsoft Office software including Word, Excel and Power Point.
Working knowledge of Big Ten and NCAA rules and regulations.
Ability to work with a diverse group of people and establish effective working relationships with a multitude of department employees.
The ability to handle high pressure situations and meet deadlines while being courteous, following appropriate customer service standards to vendors, customers and co-workers.
The ability to create sales timelines and schedules, and to perform said duties within a specific time frame, and to get others to perform such duties within that timeframe.
Ability to lift heavy objects up to 40 pounds.
Interested applicants must apply online by no later than 3/3/17 at: http://jobs.hr.wisc.edu/cw/en-us/job/494438/ticket-operations-coordinator
The Division of Intercollegiate Athletics at the University of Wisconsin-Madison dedicates itself to the mission of providing athletic opportunities to a wide range of students in an environment in which all student-athletes can achieve their academic and competitive goals. The Division strives to provide equitable opportunities for all student-athletes and fosters the principles of sportsmanship,... respect and fair play on the field of play. The Division sponsors teams in 23 sports (12 women, 11 men) competing under the regulatory guidelines established by the National Collegiate Athletic Association (NCAA), the Big Ten Conference, the Western Collegiate Hockey Association (WCHA) and the Intercollegiate Rowing Association (IRA).
UW-Madison is located in the heart of Madison which is the state capital and the state's second largest city. Madison has a solid and long standing national reputation as a vibrant and thriving city.