Job Title: Ticket Seller Lead

Class: Part-Time

Reports to: Senior Director, Special Event Ticketing

Location: Fiserv Forum Ticket Office

Pay: $19.90/ hour

The Milwaukee Bucks are looking for dedicated people who accept diversity, equity & inclusion in a workplace where everyone feels valued and encouraged.

It all begins with outstanding talent. It all begins with YOU! #FearTheDeer

What We Offer:

• Mental Health Resources
• On-the-job Training
• Milwaukee Bucks and NBA League Discounts
• Employer Paid Parking

Summary:

Under the general supervision of the Box Office Manager, this role performs supervisory, customer service and financial reconciliation work pertaining to ticketing department. Train and supervise part-time Ticket Sellers. Support ticketing and finance in ensuring the highest standards of cash control and audit procedures. Take exceptional care of building tenants and customers by demonstrating courteous and efficient service. Support building and team ticketing management in areas of administration. Develop and implement best practices focused on achieving exceptional guest service by coaching, training and motivating individuals.

This role has union representation by MASH.

Responsibilities

• Provide excellent customer service both internally to teams, building staff, and business partners and externally to our customers.
• Fulfill customer requests for tickets both in advance and on the day of the event; advise patrons of seat availability, give general advice and guidance regarding the type of programs/artists and provide information regarding our facilities.
• Follow up on any inquiries and customer care issues from the customers, liaising with other staff as appropriate; assist in advising customers about cancelled events, seat relocations and ensuring that refunds are made as necessary; resolve complaints from the public on non-routine ticketing problems.
• Triage customer service issues and assisting in finding an efficient resolution.
• Train and provide daily supervision of ticket sales personnel; evaluate all aspects of employee performance and provide coaching and feedback as needed.
• Inform staff of Team and Special Event promotions, on-sales, discounts and coupons, and pricing and scaling
• Verify, count, and check ticket sellers’ drawers; prepare reports and paperwork as required.
• Take responsibility for the general organization of the Ticket Office and to ensure that it is kept in good order and assist in maintaining the security of the Ticket Office.
• Assist in processing all orders including written confirmation, ticket delivery, order batching and payment reconciliation.
• Handle incoming calls and inquiries regarding ticket availability and provide accurate information regarding current and upcoming events
• Assist Ticket Associates as needed on Bucks-related tasks in Archtics.
• Be responsible for the accuracy of ticket sales, programming, selling, and cash control
• Be responsible for maintaining a consistent high level of customer service for all front-line ticketing staff
• Be resource for part-time staff about the arena and all its events

Perform other related duties as assigned

Qualifications

• High school diploma or GED plus two years of experience working in ticket service operations.
• Knowledge of ticket services office operating procedures for a large-scale public assembly facility
• Knowledge of Ticketmaster Archtics and Host ticketing systems
• Knowledge of departmental rules, regulations and policies related to customer service activities.
• Knowledge of venue facilities sufficient to direct guests and respond accurately to public inquiries.
• Must have strong interpersonal and leadership/supervisory skills. Knowledge of principles and practices of supervision; knowledge of customer service basics to provide friendly, courteous and efficient service.
• Ability to speak and understand Spanish fluently a plus.
• Candidate must be willing to work a flexible schedule, including nights, early mornings, weekends, and holidays as dictated by the event calendar.

All offers for employment with the Milwaukee Bucks are contingent upon the candidate having successfully completed a criminal background check. We will consider people with criminal histories in a manner consistent with the requirements of applicable local, state, and Federal laws.

The Milwaukee Bucks is an Affirmative Action and Equal Opportunity Employer, Ethnic Minority/Women/Disabled/Veteran/Gender Identity/Sexual Orientation.

We provide our employees with a robust employee benefits plan that focuses on the mental and physical wellness of our team. We strive to offer a flexible work environment that allows our team members to be productive in both their work and home lives.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.