Ticket Operations Coordinator

Toronto Rock Lacrosse Club; Oakville; On-site; CAD 40,000 - 55,000; Full time

Job summary

The Toronto Rock Lacrosse Club is seeking a Ticket Operations Coordinator to handle daily operations of the Archtics ticket platform. This role involves collaboration with Ticketmaster, managing sales processes, and ensuring customer satisfaction. A strong background in ticket sales, excellent communication skills, and a commitment to service are essential for success in this role.

Qualifications

• Minimum two (2) years experience with Ticketmaster software.
• Ability to interact with internal and external clients effectively.
• Commitment to service excellence and customer satisfaction.

Responsibilities

• Manage day-to-day Archtics ticket platform and ticket sales operations.
• Execute event builds and seating plans.
• Support Ticket Account Executives with ticketing requests and troubleshooting.

Skills

Relationship building

Communication

Leadership

Multi-tasking

Education

College / University degree or equivalent work experience

Tools

Ticketmaster software (Archtics, Host, TM1)

CRM software

Microsoft Office

Job description

As a member of the Ticket Sales & Service department, t he Ticket Operations Coordinator is responsible for managing the day-to - day Archtics ticket platform and TM Account Manager while overseeing all aspects of ticket sales operations including : system support, event builds, seating plans / maps, direct ticket sales and reporting / analysis.

RESPONSIBILITIES :

• Executing season manifest on Archtics - including setting up event builds, price codes, mini plans, promo codes and other programming needs for all regular season and playoff games
• Execution of seating plans, including pricing, invoicing, barcoding, ticket inventory management and mobile ticket management
• Work in collaboration with Ticketmaster and venue / arena as main point of contact, including but not limited to; manifests and maps, event builds, code links, scanning procedures, software management, Account Manager, NAM site, invoicing, marketing, reporting
• Assisting with maintenance of accounts relating to ticket / seat upgrade requests, payment plans, seat relocation, auto-renewals, voucher redemptions
• Tracking all promotional codes and other discount offerings for analysis
• Overseeing the Ticketmaster Account Manager NAM site for all public and ticket purchasers - including page aesthetics, invoicing and development
• Ensuring online functionalities for all sales links and working closely with marketing to confirm links are coded correctly for sales and tracking
• Responsible for data integrity as it relates to information being inputted into Archtics; develop a plan for beneficial data collection
• Support Ticket Account Executives with ticketing requests and troubleshooting ticketing issues including ticket replacement, scanning issues, and refunds
• Ensuring each game is balanced and money in ticketing system matches cash on hand and Ticketmaster Game settlements after each game
• Assist Finance department with ticket reconciliation – including payment plan management, balance due audits, and chargeback processing
• Work with Ticketmaster regarding software management, troubleshooting issues, event creation, marketing and financial reporting
• Develop and maintain all relative ticket sales tracking and metrics by creating proper reports and summaries to be shared with the Management team throughout the year for analysis
• Generate new leads for ticket sales through data review and analytics as well as curated call / mailing lists
• Providing training of Archtics software to Ticket Sales & Service staff and support client needs
• Developing and implementing new features or processes within Archtics and Ticketmaster Account Manager to improve business efficiencies, collect customer data, increase sales and add value to Season Members and Fans
• Participate in fulfillment of daily ticket orders for all customers
• Communicate effectively and efficiently with colleagues and Management
• Support and assist in a variety of game day related duties including, but not limited to; customer service in box office, executing game day ticketing including inventory management, player / visiting team order fulfillment, client / prospect interaction, troubleshooting etc.
• Always represent the Toronto Rock organization in a professional manner
• Perform other related duties as assigned or requested by Executive Team

QUALIFICATIONS :

• Minimum College / University degree or equivalent work experience
• Minimum two (2) years e xperience with Ticketmaster software (Archtics, Host,TM1), team experience preferred
• Excellent relationship building and people skills, with the ability to interact effectively with internal and external clients at all levels within the organization
• Experience using CRM is considered an asset
• Superior communication skills, collaborative with strong leadership and interpersonal skills
• Ability to multi-task and meet required deadlines
• A commitment to service excellence and customer satisfaction
• Prior sales experience inside or outside a sports franchise or organization is considered an asset
• Knowledgeable in all Microsoft Office applications
• Must be a self-started who is able to work independently
• Proven ability to s how initiative and takes action when ne cessary;
• Flexible work schedule, including some weekends and holidays for games and events

APPLICATION PROCESS :

Interested applicants are asked to forward their resume and cover letter detailing their suitability for the position by email to Terri Giberson at [emailprotected] . Please include Ticket Operations Coordinator in the subject line.

We thank all applicants for their interest; however only those requested for an interview will be contacted.

Seniority level

Seniority level

Entry level

Employment type

Employment type

Full-time

Job function

Job function

Management and Manufacturing

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