Senior Ticket Office Lead; Pool

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Under the general supervision of the Director of Marketing and Communications, the Ticketing & Sales Operations

Administrator, and the Ticket Office Supervisor, the Senior Ticket Office Lead coordinates assigned day-to-day Ticket Office activities and provides administrative support for performances and events at The Soraya, Plaza del Sol Performance Hall, and Experimental Theatre. The incumbent coordinates staff schedules and shift assignments, provides work direction and training support to Ticket Office Leads and pooled staff, prepares routine sales and ticket inventory reports, weekly audits, and ticket settlement documentation, and assists with staff, artist, VIP, promotional code, and ticket hold activities in accordance with established procedures.

• Coordinates assigned day-to-day Ticket Office activities under the direction of the Ticket Office Supervisor, including opening and closing procedures and preparation of routine daily sales reports.
• Coordinates Ticket Office staff schedules and shift assignments and provides lead work direction, guidance, and training support to Ticket Office Leads and pooled Customer Service staff in accordance with established procedures.
• Maintains positive relationships with VIPs and long-time ticket buyers at The Soraya and is one of the primary points of contact for members and donors, addressing routine ticketing needs and referring complex or policy-related matters as appropriate.
• Coordinates house and complimentary ticketing needs for assigned events and works with Soraya event management and Front-of-House staff to address patron ticketing needs and support a high level of customer service.
• Supports staff, prepares, compiles, and distributes routine reports and documentation related to ticket inventory, weekly audits, daily sales activity, and final ticket settlements for review by the Ticket Office Supervisor.
• Performs other duties as assigned.

* NOTE:

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• Equivalent to four (4) years of full-time, general office clerical and administrative support experience that has provided the applicant with the knowledge and abilities listed.
• Equivalent to full-time college or university education/vocational school training in a business or job-related field may be substituted for up to two (2) years of the required experience on a year-for-year basis.
• Experience as a Soraya Ticket Office Lead for at least one (1) year or two (2) years as a Customer Service Worker – Ticket Office is highly desired.

• Knowledge of ticket office operations, including opening and closing procedures, daily sales reporting, staff scheduling, shift assignments, complimentary ticket lists, ticket holds, and event-based ticketing support.
• Ability to provide accurate, courteous, and responsive customer service to patrons, VIPs, members, donors, long-time ticket buyers, rental clients, and internal departments while addressing routine ticketing needs and…