Ticket Services Representative

This is a Part Time Job

Overview:

Reporting to the Ticket Services Manager, the Part Time Ticket Services Representative is responsible for providing quality customer service to Angels Baseball ticketing consumers, both internal and external. This encompasses service of season tickets, mini-plan tickets, group tickets, and single game tickets sold in advance and on game days.

Primary Responsibilities:
• Provide excellent customer service for Angels Baseball season ticket holders and all Angels patrons which includes but is not limited to:
• Processing ticket orders and invoice payments at lobby counter
• Reprinting tickets (due to any number of reasons: left at home, lost, stolen, forwarded and not received, no mobile access, etc.)
• Enforcing safeguards and club policy related to fraud prevention and purchase terms & conditions, while notifying management of suspicious activities or abuse
• Answer general and ticketing specific questions
• Address concerns, field complaints and elevate issues to management as appropriate
• Lead club initiatives toward digital and mobile ticketing
• Promote MLB Ballpark App usage and account linking
• Assist fans with various troubleshooting issues and common user error
• Support Sales & Service team efforts to indoctrinate their customers
• Interact with fans on gameday in walk up lines, will call, or advanced windows to direct traffic, answer questions and expedite service
• Support and participate with Angels in-house call center as needed

Secondary Responsibilities:
• Assist the Sales & Service department on processing and fulfillment including internal orders, online package and group transactions, paper tricklers, vouchers, daily deals, added value and promotional offers
• Assist in building season ticket, mini plan, group and single suite ticket accounts, process their payments, and distribute the tickets
• Assist in building group and single ticket accounts, process their payments, and distribute the tickets for non-Angel Baseball Events. (e.g. motor sports, concerts etc.)
• Assist in preparing the daily income reconciliation and bank deposit (with Management oversight)
• Secondary resource to Sales & Service staff for ProVenue questions and routine problem solving
• Assist with invoicing and payment reconciliation from season seat holders
• Assist in the season ticket upgrade process
• Assist with shipment and tracking of all ticket mailings from the ticket office
• Assist in maintaining correct addresses in ProVenue, SalesForce and the UPS shipping system
• Assist in maintaining accurate files of all correspondence and order forms for season accounts and all other ticket orders

Qualifications:

• Exceptional customer service skills by phone or in person
• Able to work long, unstructured hours (including nights, weekends and holidays)
• High school diploma or equivalent required
• 1-2 years of customer service, ticketing or ticket operations experience preferred
• Familiarity with sports and entertainment industry preferred
• Experience with Tickets.com ProVenue or comparable system preferred
• PC literate in word processing and spreadsheets
• Familiarity with mobile technology and troubleshooting
• Able to handle multiple tasks and work under pressure
• Bilingual in Spanish or Japanese is a plus

Angels Baseball is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Job Questions:
• How did you hear about this job?
• Yes/No: Are you able to work unususal hours, late evenings, holidays and weekends?
• Describe your experience with the Tickets.com or other ticketing programs.
• Yes or No: Do you understand that this is a part time role?
• What is your expected hourly rate of pay?