Coordinator, Ticket Operations

Socket.dev; Ottawa; On-site; CAD 40,000 - 61,000; Full time

Benefits offered by this job

Staff tickets to games

Partnership discounts

Free on-site parking

Comprehensive benefits

Tuition reimbursement

Wellness subsidy

Job summary

The Ottawa Senators Hockey Club is seeking a Ticket Operations Coordinator to join our Ottawa-based team. In this client-facing role you will support season ticket members for the Senators and Belleville Senators, processing Salesforce cases, handling renewals and seat changes, and assisting with event setup and troubleshooting on game nights.

You will work 2-3 years office experience preferred, with strong customer service, organizational skills, and the ability to work under pressure.

Qualifications

• 2 to 3 years’ previous office experience.
• Excellent customer service skills.
• Previous Box Office / ticketing experience an asset.
• Excellent organizational skills.
• Able to work under pressure and meet tight deadlines.
• Team player.
• Preference given to bilingual candidates (French & English).

Responsibilities

• Process Salesforce case submissions including season ticket renewals and adjustments.
• Maintain accounts, invoicing, payments, group sales, and ticketing text.
• Assist with event build/maintenance, price types, CMS, and load files.
• Administer fraud detection and manage chargebacks limits.
• Assist finance with collections and contacting accounts in default.
• Support ticket and premium sales reps in daily tasks.
• Produce monthly event reporting and address checks.
• Other duties as assigned.

Skills

Customer service

Office experience

Ticketing experience

Organization

Deadline-driven

Team player

Bilingual FR/EN

Tools

Salesforce

Job description

The Opportunity

The Ottawa Senators areseekingan energetic, partner-focused professional to joinus asan Ticket Operations Coordinator.This is an excellent opportunity to join an NHL franchise in a client facing position which will allow the candidate to become fully engaged in the business of a major league sports team.

The Ticket Operations Coordinator is responsible for providing customer service to the season seat members of the Ottawa Senators, Belleville Senators and any future teams/tenants of Canadian Tire Centre as required, through the timely and accurate processing of account information, salesforce cases, event maintenance/setup, and game night troubleshooting. Additionally, they are responsible for administering fraud detection and prevention processes, for general customer service/fan feedback and assisting with ticketing account receivable/collections. The Ticket Operations Coordinator guarantees all responsibilities are performed in an atmosphere of congeniality, and efficiency while ensuring internal and external customer satisfaction.

Number of vacancies: 1. This is a replacement role.

Key Responsibilities

Ongoing

• Responsible for the timely and accurate processing of Salesforce case submissions, including but not limited to:
  • Season ticket renewals and playoffs;
  • Season seat adjustments e.g. additional ticket requests, exchanges, relocations/upgrades, bonus tickets, etc.;
  • Account maintenance including address updates, merged accounts, etc.
  • Invoicing, payment plans, payment/refund requests
  • Group sales/Fevo offer support
  • Complimentary ticket request
  • Suite lease event processing
  • Production and maintenance of givex cards/accounts
• Assist with event build/maintenance including price types and load files, promo codes, season maps, inventory, ticket text, CMS etc.
• Responsible for administering fraud detection and prevention strategies to ensure chargebacks are within acceptable limits
• Assist finance team with collections as required, contacting accounts in default and securing payment
• Support ticket and premium sales reps in their daily tasks as required
• Reporting duties e.g. balancing, address checks, monthly event reporting, etc.
• Similar duties as assigned

Periodic

• Responsible for assisting with the review of policies and procedures for Ticket Operations, and ensuring that they align with the strategic objectives of the organization

Qualifications & Experience

• Available to work flexible shifts, including evenings, weekends and statutory holidays as dictated by the schedule, and all Ottawa Senators and tenant team games as scheduled
• 2 to 3 years’ previous office experience
• Excellent customer service skills
• Previous Box Office / ticketing experience an asset
• Excellent organizational skills
• Able to work under pressure and meet tight deadlines
• Team player
• Preference given to bilingual candidates (French & English)
  

Who We Are

The Ottawa Senators Hockey Club is a National Hockey League (NHL)teamrepresentingCanada’s capital city. The Club delivers world-class sport and live entertainment experiencesto the Ottawa-Gatineau regionwhileoperatingin a fast-paced, collaborative environment across hockey operations, business operations, and event delivery, with a shared commitment to excellence, integrity, and community impact.

What We Offer

Employeeswill have the opportunity to work in a unique industry, with access tomemorable fan experiences, and exclusive perks such as:staff tickets to games and events,partnership discounts(Goodlife,etc.),and free on-site parking - along with the chance to contribute to an organization that takes pride in its people, its performance, and its community.

This role is eligible for a comprehensive benefits package, including health, dental,wellness subsidy,and retirement programs.Support forcontinuedlearning (tuition reimbursement) is available, as well as access to multiple learning platforms.

Active social committee, which hosts multiple large-scale events throughout the year.

This role falls within abasesalary range of $39,500.00 - $60,500.00annually, consistent with the organization’s established salary ranges. Salary ranges aredeterminedthrough a wide variety of factors including but not limited to market data, internal equity, education, relevant experience, knowledge, and applicable skillset.

We would like to thank all applicants for applying; however, only those applicants selected for an interview will be contacted. Applications received will bemaintainedon file for a period of 6 months and may be referenced for future staffing requirements.

Senators Sports & Entertainmentsupports the goals of Ontario Regulation 191/11 - Integrated Accessibility Standards and is pleased to accommodate applicants who have a disability during the recruitment process. Please inform the Human Resources Department at 613-599-0250 if you require a disability related accommodation in order to participate in the recruitment process.

SSE is committed to building an inclusive process that respects the dignity and independence of people with disabilities.

SSE confirms that it does not use artificial intelligence (AI) or automated decision-making tools in its recruitment or hiring processes. All candidate screening, evaluation, and selection decisions are conducted by human recruiters or hiring managers using predefined, job-related criteria,ensuring a fair, transparent, and human-led hiring process in compliance with applicable employment and privacy laws.