Ticket Services Representative

This is a Full Time Job

Overview

The Ticket Services Representative is responsible for maximizing individual ticket sales using the Tickets.com ticketing system, in addition to providing exceptional customer service at the American Family Field ticket office. This position includes both working the ticket windows and answering inbound calls in the phone center, during both non-game and game days throughout the season.

Interactions will include single-event ticket purchases, ticket exchanges, will-call transactions, troubleshooting digital tickets and Ballpark app issues, as well as future event-related ticket sales. The role requires using soft skills such as active listening and anticipating customer needs. Additionally, this position is responsible for cross-selling and up-selling targeted deals and offers throughout the season.

Core duties for this role include, but are not limited to:
• Provide exceptional customer service while answering inbound phone calls or while working at a ticket window.
• Demonstrate a strong knowledge of ticket promotions and clearly communicate all related ticket products and American Family Field information.
• Demonstrate strong techniques and strategies to up-sell and cross sell on all inbound inquiries.
• Meet expectations of window/phone monitoring programs, focused on established department productivity standards, while maximizing sales and providing exceptional customer service.
• Remain highly engaged and current with all Brewers related advanced ticket technologies, including being well versed in the MLB Ballpark app.
• Assist with daily ticket mailings and other ticket fulfillment projects.
• Participate in ongoing Sales and Service training sessions, daily briefings, and weekly sales recaps. Review all communications provided, including resources on the Ticketing Department Monday.com board
• Completing basic sales transactions using the ProVenue ticketing system efficiently.
• Other duties as assigned.

The ideal candidate will have 3-6 months related experience or a one-year certificate from college or technical school, as well as:
• Exceptional communication, interpersonal and organizational skills
• Good computer skills, including proficiency and experience with Microsoft Office Suite
• Ability to multi-task and adjust to rapidly changing business processes
• Able and willing to work well with a team, and independently
• Demonstrate a strong work ethic with an innate sense of urgency and tenacity
• Prior ticketing experience preferred
• Previous retail sales and cash handling experience preferred
• Prior customer service experience via phones preferred

Work Hours

Hours vary according to the game and event schedule. Candidates are expected to work a minimum of 20 hours per week, up to a maximum of 35 hours per week. Candidates should be available to work extended hours such as nights, weekends, and game days.