COMPANY BACKGROUND
The Reno Aces, Triple-A affiliate of the 2023 National League Champions Arizona Diamondbacks, is Northern Nevada’s premier professional sports organization. Located at the base of the Sierra Nevada mountains in the heart of downtown Reno, the Aces boast excellence on and off the field. A two-time Pacific Coast League champion (2012 and 2022), the club set a new franchise record in wins in 2023 while being supported by an outstanding fan base, enjoying the highest attendance at Greater Nevada Field since 2015.
COMPANY VALUES
HOME means Nevada and the Reno Aces pride themselves on the values of Honesty, Opportunity, Memories, and Energy. We are looking to welcome talented individuals who share the organization’s core values and are looking to explore professional growth opportunities in the sports industry.
POSITION SUMMARY
The Ticket Operations Coordinator is primarily responsible for supervising the Ticket Office and assisting the sales department through processing of ticket orders and troubleshooting ticketing issues.
ESSENTIAL DUTIES
- Supervises daily operation of the Ticket Office and staff according to our policies on both game and non-game days
- Assists Ticket Agents & Sales Staff with customer service issues according to our policies on both game and non-game days
- Processes all group ticket orders, prepare group materials, and service group leaders for ticketing issues
- Training and scheduling seasonal Ticket Agents for game day shifts and serve as point of contact for gameday ticketing issues
- Responsible for money transactions within ProVenue, and detailed event reporting
- Actively pursues an up-to-date knowledge of Tickets.com/ProVenue, and other relevant sales & ticketing platforms, and serves as an instructor to Ticket Agents and Sales Staff
- Assist Director of Ticket Operations with ProVenue ticketing system needs
- Manages daily ticket requests from team, staff, etc.
- Assists Sales Department with processing season ticket packages
- Communicates with Sales Staff clearly and effectively concerning group contract issues and enforce group processing policies
- Assist as a contact for Season Member base to answer questions, assist clients, and solve customer complaints/concerns.
- Provide customer service by engaging in a proactive renewal campaign plan, select a seat event, revenue generation campaigns, and other Season Member based events throughout the year.
- Build strong relationships with customers in effort to continue to upgrade and obtain referral sales from existing account base.
- Coordinates with other departments regarding all current and future promotions within the ballpark
- Exhibits a positive attitude and effectively defuse and handle difficult customer situations
- Demonstrates excellent customer service skills and respond to customer inquiries and requests promptly and correctly
- Proactively self-report roadblocks and recurring themes to Sr. Director and Director
- Assists Ticket Sales Department on outbound communication to customers and prospects
- Other duties as assigned
QUALIFICATIONS
- Undergraduate degree
- Must be able to work regular business hours, as well as nights and weekends, as required.
- Self-Starter and able to work with multiple departments and people
- Strong customer service experience (both in person and over the phone)
- Ability to communicate clearly and effectively (both in person and over the phone)
- Ticket office experience; ProVenue experience a plus
- Intermediate computer skills (Word, Excel)
- Cash handling experience
- Supervisory or managerial experience
- Must be available nights, weekends and holidays
- Completion of a satisfactory background check
BENEFITS
- Paid time off
- 401(k)
- Health, Dental, Vision insurance
- Life and Disability insurance
- Professional Development Reimbursement Program
- Generous employee gear kits
- Complimentary tickets to games and events held at Greater Nevada Field
- Retail and Food discounts
WORK ENVIRONMENT
- Work in clean, pleasant, and comfortable office setting
- Fast-paced environment on event days, requiring ability to respond quickly to issues
- Minimal travel required
PHYSICAL REQUIREMENTS
- Must be able to lift and carry up to 30 pounds
- Must be able to talk, listen, and speak clearly on the phone for several hours a day
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
