Ticketing Staff Assistant

About the role

The France-Merrick Performing Arts Center seeks a highly organized, collaborative Ticketing Assistant to provide essential business and operational support to the Ticketing Manager.

Responsibilities

• Provide operational and administrative support to the Ticketing Department across a variety of ticketing initiatives and event-related projects.
• Assist the Ticketing Manager with building, reviewing, testing, and maintaining ticketed events within the ticketing system.
• Organize event information, pricing, offers, and communications to ensure accurate and efficient event setup.
• Monitor ticket sales, inventory, and event performance; prepare and distribute sales and inventory reports throughout the event lifecycle.
• Process and fulfill internal ticket requests in accordance with organizational policies and deadlines.
• Respond to incoming telephone calls and email inquiries regarding ticket sales, event information, and customer service.
• Affiliate with quality assurance testing of ticketing builds, promotions, pricing, and online purchasing functionality.
• Maintain accurate records and assist with data entry and reporting as needed.
• Collaborate with Marketing, Programming, Group Sales, Box Office, and other departments to ensure timely and accurate communication of event information.
• Provide additional administrative and operational support to other Departments as assigned.

Competencies

• Customer Service: Provides courteous, professional, and responsive service to patrons, clients, and internal stakeholders. Demonstrates patience, professionalism, and a solutions-oriented approach when addressing questions or concerns. Represents the France-Merrick Performing Arts Center in a positive and professional manner.
• Collaboration: Works effectively with the Ticketing Manager, Box Office staff, and other departments to support organizational goals. Establishes and maintains positive working relationships with colleagues. Communicates clearly and shares information in a timely and professional manner. Willingly assists team members and contributes to a collaborative work environment.
• Organization & Attention to Detail: Maintains a high level of accuracy when processing event information, ticket orders, and customer requests. Effectively manages multiple assignments while meeting deadlines. Demonstrates strong organizational and recordkeeping skills. Identifies discrepancies and follows through to ensure accuracy.
• Adaptability: Adjusts priorities to meet changing business needs and event schedules. Learns new systems, procedures, and technologies quickly. Remains composed and productive in a fast-paced environment. Demonstrates flexibility to support departmental needs during busy on-sales and event periods.

Technical & Functional Skills

• Proficient in Microsoft Office, particularly Excel and Outlook.
• Comfortable learning computerized ticketing systems and customer relationship management tools.
• Strong written and verbal communication skills.
• Ability to analyze information, follow established procedures, and exercise sound judgment when handling confidential information.

Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Previous experience in customer service, ticketing, administrative support, hospitality, live entertainment, or a related field preferred.
• Experience with Ticketmaster, Archtics, or other computerized ticketing systems is preferred but not required.

Communication Skills

• Ability to communicate professionally with patrons, clients, coworkers, and visiting show personnel.
• Ability to respond to customer inquiries by telephone and email in a courteous and timely manner.
• Ability to organize and communicate event information accurately to internal departments.

Critical Thinking

• Demonstrates strong attention to detail and accuracy.
• Identifies issues and escalates them appropriately to the Ticketing Manager.
• Prioritizes multiple tasks and meets deadlines in a fast-paced environment.
• Follows established procedures while exercising good judgment.

Physical Demands

• Regularly required to communicate verbally and in writing and to operate standard office equipment.
• Frequently required to: Work at a computer for extended periods. Answer telephones and respond to email inquiries. Occasionally move throughout the theatre and administrative offices to support ticketing operations. Occasionally lift or carry office materials weighing up to 20 pounds.
• Sometimes required to work a flexible schedule, including evenings, weekends, and holidays, based on event needs.

Work Environment

• This position operates in a fast-paced performing arts environment supporting Broadway presentations, concerts, comedy, special events, and private rentals.
• The successful candidate will work closely with the Ticketing Department while collaborating with the Box Office, Marketing, Programming, Group Sales, and other departments to ensure accurate event setup, effective communication, and exceptional customer service.
• Flexibility, teamwork, and attention to detail are essential to success in this role.
• Because performances, ticket on-sales, and event-related activities frequently occur outside of traditional business hours, candidates must be available to work a flexible schedule, including weekdays, evenings, weekends, and holidays, based on departmental and event needs.