Coordinator, Ticket Operations
Los Angeles Lakers
El Segundo, CAThis was removed by the employer on 1/24/2019 8:14:00 AM PST
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Full Time Job
Position Summary: This position coordinates all operational elements of the Lakers' ticketing efforts. With a range of responsibilities, this position serves as the main box office resolution specialist on all game days for both Lakers and South Bay Lakers, assists in managing the ticket system and related networks, and supports other operational elements of the Ticket Sales & Customer Service department. This position will also assist in all ticket processing from order to fulfillment.
The ideal candidate will have a good understanding of Ticket Sales, Membership Services, AEG AXS, Ticketmaster Archtics, Salesforce (or other CRM), Microsoft Excel, formulas, and a strong understanding and experience in Ticket Operations.
Key metrics used to evaluate performance:
• Quality and quantity of box office and ticket issues resolved
• Feedback from Customer Service Specialists, Group Sales reps, and Ticket Ops staff
• Work habits – time management, meeting deadlines, reliability, problem solving tactics, decision making in high-pressure situations
Essential Functions (Duties & Responsibilities**):
TICKETING
• Assist in tracking ticket inventory
• Provide exceptional customer service to all ticket inquires
• Assist with the order processing efforts associated with orders for season, team, employee and single game ticket sales
• Assist in managing customer account information in CRM
• Answer all international ticket inquiries to the general Lakers inbox
GROUP SALES
• Pull the group orders from Ticketmaster Archtics (after payments have been processed and seats removed from system)
• Check group orders for errors
• Print and mail all group tickets
GAME DAY
• Work in box office during majority of Lakers and South Bay Lakers games
• Assist in game day ticket operations
• Manage will call and trouble shoot during Lakers games at Staples Center
• Manage will call/walk-up ticket sales and trouble shoot during South Bay Lakers games at UCLA Health Training Facility
OTHER
• Season seat website – work cross-functionally with New Media department and outside vendor (IO Media) to develop site and update with fresh content
• Assume select Customer Service Specialist responsibilities (as needed)
**Responsibilities subject to change based on organizational needs and direction from management
Education
(Required/ Preferred): Bachelor's degree (required)
Previous experience:
• A minimum of one (1) year work experience in ticketing (event or sports industry)
Technology Capabilities:
• Microsoft Office (including Excel, Word, Outlook, PowerPoint & Windows)
• Ticketmaster Archtics, AEG AXS, and other related ticketing platforms
• Salesforce (or related CRM platform)
• UPS World Ship
Knowledge, skills, abilities:
• Ability to stay calm/professional and exercise excellent decision making skills in high-stress situations
• Strong service-oriented mentality and exceptional interpersonal skills
• High attention to detail and an eye for proofing /editing fine print
• Demonstrated excellent written and verbal communication skills, including the ability to successfully communicate with the public, other employees and vendors
• The ultimate team player, who is willing to assist with any task to accomplish departmental goals
Physical Demands: Must be able to lift a min of 25lbs. and walk significant distances in arena on game days
Location: El Segundo (offices M-F and UCLA Health Training Center for South Bay Lakers games), downtown Los Angeles (Staples Center for Lakers home games), and other occasional off-site events
Travel: Less than 5% of the time
Hours: Overtime is mandatory; must be available to work evenings, weekends and holidays
We are 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.
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