Ticket Services Representative

About the role

The Ticket Services Representative is responsible for maximizing individual ticket sales using the Tickets.com ticketing system, in addition to providing exceptional customer service at the American Family Field ticket office. This position includes both working the ticket windows and answering inbound calls in the phone center, during both non-game and game days throughout the season.

Responsibilities

• Provide exceptional customer service while answering inbound phone calls or while working at a ticket window.
• Demonstrate a strong knowledge of ticket promotions and clearly communicate all related ticket products and American Family Field information.
• Demonstrate strong techniques and strategies to up-sell and cross-sell on all inbound inquiries.
• Meet expectations of window/phone monitoring programs, focused on established department productivity standards, while maximizing sales and providing exceptional customer service.
• Remain highly engaged and current with all Brewers related advanced ticket technologies, including being well versed in the MLB Ballpark app.
• Aid with daily ticket mailings and other ticket fulfillment projects.
• Participate in ongoing Sales and Service training sessions, daily briefings, and weekly sales recaps.
• Review all communications provided, including resources on the Ticketing Department Monday.com board.
• Completing basic sales transactions using the ProVenue ticketing system efficiently.
• Other duties as assigned.

Requirements

• 3-6 months related experience or a one-year certificate from college or technical school.
• Exceptional communication, interpersonal and organizational skills.
• Good computer skills, including proficiency and experience with Microsoft Office Suite.
• Able and willing to work well with a team, and independently.
• Demonstrate a strong work ethic with an innate sense of urgency and tenacity.
• Prior ticketing experience preferred.
• Previous retail sales and cash handling experience preferred.
• Previous customer service experience via phones preferred.

Qualifications

• Passion for the Brewers and exceptional service for our fans is the focus of everyone working in the Milwaukee Brewers Ticket Office.
• The Ticket Ops team is central to making sure American Family Field is full of loud and proud fans, for every single home game.
• We strive to provide exceptional service with every fan interaction.
• Our team is dedicated to creating an exceptional, fan-friendly experience that establishes positive connections, builds fan loyalty, and strengthens our brand.

Skills

• Active listening and anticipating customer needs.
• Soft skills such as active listening and anticipating customer needs.
• Strong knowledge of ticket promotions and clear communication of related ticket products and American Family Field information.
• Strong techniques and strategies to up-sell and cross-sell on all inbound inquiries.
• Highly engaged and current with all Brewers related advanced ticket technologies, including being well versed in the MLB Ballpark app.
• Ability to multi-task and adjust to rapidly changing business processes.
• Able and willing to work well with a team, and independently.
• Demonstrate a strong work ethic with an innate sense of urgency and tenacity.

Benefits

• Ballpark discounts.
• Recognition program and incentives.
• Inclusive training and development opportunities aligned with Club values.

Pay

Compensation is commensurate with experience.

Schedule

Hours vary according to the game and event schedule. Candidates are expected to work a minimum of 20 hours per week, up to a maximum of 35 hours per week. Candidates should be available to work extended hours such as nights, weekends, and game days.