Customer Service Specialist

About the role

This position assists in the overall management and execution of daily box office operations at the Bon Secours Wellness Arena and other venues managed by the Greenville Arena District ("GAD").

Responsibilities

• Maintain files on each event such as production kills, seats on hold, complimentary tickets, event audits, and ticket inventory; keep organized and thorough event files.
• Create maps, map changes, promo changes, build and submit events in the Ticketmaster system accurately.
• Ensure all box office reports, scaling, on-sales, and statements are executed timely and accurately as directed by the Box Office Manager.
• Establish and maintain strong working relationships with promoters, Ticketmaster representatives, and artist representatives.
• Work closely with the Box Office Manager and relevant promoters for show builds, price changes, and ticket requests.
• Maintain all ticketing processes to maximize efficiency, ensure audit compliance, and accountability.
• Prepare cash banks, daily deposits, and cash receipts; verify daily cash reports, prepare seller reports, and end-of-day reports.
• Assist the Box Office Manager in maintaining accurate vault funds and records.
• Monitor all performances to ensure correct pricing, dates, times, and other pertinent information; communicate accurate event information to ticket sellers and other departments.
• Supervise preparation of on-sale information and ticket orders; ensure fulfillment of house seats, comps, trade requests, and promotions.
• Troubleshoot customer service issues to provide fast and positive resolutions; ensure all customer concerns are handled efficiently and professionally.
• Maintain, organize, and track all cash-to-card transactions accurately and timely; prepare deposits and reports as needed.
• Oversee Ticketmaster equipment including computers and ticket scanners.
• Assume responsibility for managing Box Office operations during the Box Office Manager's absence, including staff supervision, operational oversight, and resolution of routine issues.
• Assume full managerial responsibilities and oversight of Premium Services in the absence of the Box Office Manager and/or Premium Services Coordinator.
• Assist with the selection, onboarding, training, and supervision of box office staff; provide clear direction, coaching, and support to promote consistent procedures and high-quality service.
• Address staff concerns or conflicts timely, seeking assistance when needed.
• Develop, manage, and communicate monthly staff schedules to support event coverage and department needs.
• Review and approve part-time staff timekeeping records, verifying shift times, confirming appropriate class coding, and addressing discrepancies.

Requirements

• Bachelor's degree or equivalent additional work experience in business, marketing, accounting, facility management, or other relevant fields.
• Minimum two (2) years of supervisory experience within an arena, stadium, or PAC box office.
• Proficient computer skills with Ticketmaster Host, TM1 Events, TM Sales, Archtics, and MS Office: Outlook, Excel, & Word.
• Knowledge of basic accounting and cash handling procedures.
• Strong customer service, problem resolution, communication, interpersonal, and analytical skills; ability to interact professionally with guests, employees, clients, coworkers, senior management, and a diverse public.
• Experience interpreting CAD drawings.
• Eligible to work in the United States.
• Ability to work a flexible event-driven schedule, including nights, weekends, and holidays.

Preferred Qualifications

• Three (3) to five (5) years of supervisory experience in an arena, stadium, PAC, or other public assembly facility box office.
• Highly proficient computer skills with Ticketmaster Host, TM1 Events, TM Sales, Archtics, and MS Office: Outlook, Excel, & Word.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development