Ticketing Services Coordinator - 502573
University of Richmond

SUMMARY:

Reporting to the Modlin Center for the Arts Box Office Manager, the Ticketing Services Coordinator is a part-time, temporary position that provides management in the delivery of ticketing operations, online sales, and customer service. This position serves as the front-line box office representative and coordinator assisting in the sale of tickets for approximately 150 events per year in Modlin Center venues: Alice Jepson Theatre, Camp Concert Hall, Cousins Studio Theatre, and Perkinson Recital Hall, as well as other locations on- and off-campus. Events include performances, lectures, and special events involving both campus and community users and customers.

RESPONSIBILITIES:

Ticketing Services & Tessitura Management

• Ensure the timely processing of all ticketing transactions and maintenance of accurate constituent data on the Tessitura database
• Demonstrate excellent customer service skills and respond promptly to patron inquiries and requests
• Communicate information and detail effectively as well as create an inclusive and accessible experience for all
• Communicate specific, accurate information between groups of people in a timely manner
• Knowledge of cash handling guidelines, PCI compliance, credit card security, and ADA policies
• Participate in recruiting, training, scheduling, and day-to-day supervision and support of Box Office Associates
• Assist in maintaining documentation and training materials on ticketing services policies and procedures, and ensure effective departmental communication
• Assist the Box Office Manager to plan and activate strategies to enhance ticket and patron service operations
• Serve as rotating manager on duty with the Box Office Manager during box office performance shifts throughout the year. These shifts regularly include evenings and weekends.

Technology and Reporting

• Assist with data management using the Tessitura system (ticketing and website)
• Actively participate in day-to-day implementation, programming, data management, and reporting using the Tessitura system (ticketing and website)
• Review the website and external communication tools daily to maintain updated content
• Generate and analyze weekly patron logs to identify efficiencies and promote process improvements in support of the desired patron experience
• Assist the Box Office Manager to capture, organize, and share key ticketing data, box office trends, and insightful customer information and feedback to support alignment between audience-building efforts and successful event execution

QUALIFICATIONS:

• Experience with Tessitura ticketing platform (or similar CRM platform), including ticket sales, generating reports, and data management.
• Experience with customer service principles, practices, and procedures
• Excellent attention to detail and accuracy
• Outstanding communication, interpersonal, and reporting skills
• Ability to take initiative, anticipate needs, and provide recommendations on issues
• Strong commitment to supporting diversity, equity, inclusion, and access

EDUCATION & EXPERIENCE:

• Bachelor's degree or combination of equivalent experience and training
• Two or more years of experience in customer service, ticketing services, or patron services, for an arts organization preferred
• Familiarity with industry standards in ticketing and box office management

WORK HOURS:

• Part-time, non-exempt position
• Weekdays as assigned, evening and weekend schedule to support events; approximately 20 hours per week
• This position is limited term with an anticipated end date of June 30, 2025

SALARY STRUCTURE:

Pay Grade 3 (Hiring Range $16.81 to $19.75 per hour)

ABOUT UR:

At the University of Richmond, we're creative, inclusive, and determined. We're Spiders, and our mission is to create positive change in the UR community and beyond. Located minutes from downtown Richmond, Virginia, the University of Richmond (www.richmond.edu) blends the intimacy of a small college with exceptional academic, research, and cultural opportunities usually found only at large institutions. There's only one place like Richmond.

UR is committed to developing a diverse faculty, staff and student body, and to modeling an inclusive campus community which values the expression of differences in ways that promote excellence in teaching, learning, personal development and institutional success. In keeping with this commitment, our academic community welcomes candidates from diverse backgrounds and candidates who support diversity. EOE

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