Part-Time Box Office Support Representative

Houston Rockets; Houston (TX); On-site; USD 16,531 - 24,796; Part time

Job summary

Houston Rockets is seeking a Part-Time Box Office Support Representative to assist guests with tickets, entrances, and information at events. You will interact with guests via phone, live chat, and in-person at designated entrances, ensuring a smooth entry experience and accurate information.

Responsibilities include guiding guests, resolving mobile ticketing issues, and supporting venue operations during high-volume periods, with a focus on friendly, solution-oriented service.

Qualifications

• Experience in guest-facing roles at live events.
• Ability to provide accurate information about events, venue, tickets.
• Strong communication and problem-solving skills.
• Comfort with standing for long periods and working evenings/weekends.

Responsibilities

• Serve as the first point of contact for guests via phone, live chat, and in-person interactions.
• Assist guests with ticket purchases, account access, and event admissions.
• Troubleshoot mobile ticketing issues and guide guests through ticketing processes.
• Provide venue wayfinding and answers to event-related questions.
• Escalate complex issues to Box Office leadership when needed.

Tools

AXS ticketing system

Job description

Part-Time Box Office Support Representative

General Description:

The Part-Time Box Office Support Representative provides centralized guest assistance through phone, live chat, and designated event entrance locations. This role supports ticket sales, ticket troubleshooting, account assistance, and event information requests while helping ensure a seamless guest entry experience.

Responsibilities include but are not limited to:

Guest Experience & Information Support

• Serve as a welcoming and knowledgeable first point of contact for guests attending events.
• Provide accurate event, venue, ticketing, and operational information through phone, live chat, and in-person interactions.
• Deliver proactive guest assistance by answering questions, providing way-finding support, and helping guests navigate the venue.
• Assist guests with locating entrances, seating areas, amenities, guest service locations, and event-related resources.
• Create positive and memorable guest experiences through professional, friendly, and solution-oriented interactions.
• Assist guests with ticket purchases, account access, and event admission inquiries.
• Troubleshoot mobile ticketing issues including ticket transfers, QR code scanning, digital ticket delivery, and account login concerns.
• Guide guests through ticket purchasing and account management processes.
• Resolve common ticketing concerns while escalating complex issues to Box Office leadership when appropriate.
• Assist guests with mobile applications, digital wallets, and ticket access technology.

Event Entrance & Venue Support

• Support guest operations at designated venue entrances and guest assistance locations.
• Provide directional assistance and venue wayfinding support to help guests efficiently navigate the arena.
• Assist with crowd flow, guest inquiries, and operational support during high-volume entry periods.
• Escort or direct guests to appropriate departments or service locations when advanced assistance is required.
• Support venue-wide guest experience initiatives and event readiness efforts.

Communication & Operational Support

• Maintain consistent communication with supervisors and department leadership regarding guest concerns and operational trends.
• Document recurring guest issues, ticketing concerns, and opportunities for process improvement.
• Assist with operational readiness and support initiatives that enhance the overall guest experience.
• Maintain professionalism and adherence to departmental standards at all times.
• Demonstrate our One Team philosophy of Passion, Accountability, Customer Focus, and Teamwork.

Minimum Qualifications:

• Experience working as an usher, guest services representative, event ambassador, concierge, front desk associate, receptionist, or venue attendant.
• Experience providing guest wayfinding, traffic flow management, or crowd assistance in a live event environment.
• Experience assisting guests with mobile ticketing, account access, and event-related technology.
• Familiarity with AXS or similar ticketing systems.
• Ability to maintain a positive attitude and contribute to team morale through professionalism, collaboration, and constructive communication.
• Ability to maintain a professional appearance and adhere to departmental dress code and grooming standards.
• Ability to remain calm and professional while assisting guests in high-volume environments.
• Must be available to work a minimum of 70% of scheduled events each month.
• Flexible availability including evenings, weekends, and holidays.

Physical & Mental Requirements:

• The employee is regularly required to stand, sit, walk, use handle or feel, reach, stoop, kneel, crouch or crawl, communicate with others.
• Ability to work in both office and event environments.
• Ability to lift up to 20 pounds when necessary.
• The vision requirement includes the ability to review written and electronic materials in both digital and physical format.
• The employee must be able to transfer and move items for departmental needs.
• The employee must be able to adjust to changing work hours and locations as needed in light of the strong focus on external communications and relationships.