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Ticket Services Manager

2 months ago

Durham, United States teamworkonline Full time
Overview: Join an exceptional company and dynamic team at the Durham Bulls The Ticket Services Manager will play a pivotal role in servicing accounts, including 919 Members and overseeing renewals. This dynamic position demands a deep understanding of industry standards, combined with a forward-thinking, open-minded approach. The ideal candidate will consistently deliver exceptional customer service across various channels, ensuring an outstanding experience for both internal teams, external patrons, and event clients. This is a critical opportunity for someone passionate about setting high standards and driving success in every interaction   Key Responsibilities and Essential Functions: To perform this job successfully, an individual must be able to perform each essential duty. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. 
  • Staff, manage, direct, evaluate, and provide leadership to gameday staff and part-time staff for all events held at Durham Bulls Athletic Park 
  • Assist in all facets of the Ticketing Department (could include selling, working in the box office, any position in ticketing on game day, renewals, etc.
  • Responsible for top notch customer service for all customers that attend events at the Durham Bulls Athletic Park
  • Responsible for ticket holder communication through various channels, including texting, email, phone, etc. 
  • Develop and execute 919 Member service plan and timeline each season
  • Responsible for implementation, fulfillment and upkeep of rewards program
  • Responsible for website live chat assistance of fans (Currently, we use Satisfy Labs, but this platform may change) 
  • Assist with game day responsibilities including in-person customer service, phone inquiries and seat relocations
  • Responsible for season ticket / plan renewals
  • Assist with 919 Member customer service calls, emails and in-person service
  • Assist in hiring and managing seasonal trainees
  • Establish and maintain a professional working relationship with all levels of ballpark staff and clients
  • Provide exceptional customer service on phones and email
  • Perform additional ticket operations duties as assigned
Required Qualifications:  
  • Strong management and leadership skills with the ability to oversee teams, delegate tasks, and ensure effective performance
  • Minimum 1 year customer service / ticketing experience
  • Maintain elevated level of service and professionalism with all customer interactions
  • Positive attitude and ability to work well in a team environment
  • High attention to detail and ability to organize and prioritize tasks
  • MS Office Suite, advanced Excel / pivot table experience, and ability to learn additional platforms, new technology with ease
    People-oriented, able to multi-task, stay organized, motivated and detail focused
  • Excellent written and verbal communication skills
  • Ability to work flexible hours as needed, including evenings, weekends, and holidays, and all DBAP events
  • Will be required to work game days for the Durham Bulls
Preferred Qualifications: 
  • Experience in Ticketmaster/Archtics preferred
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  
  • Capability Capacity to stand for extended periods of time
  • Able to occasionally lift up to 20 pounds
  • Perform physical tasks such as bending, stooping, pushing, and pulling
  • Close vision and ability to differentiate colors
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  
  • Ability to remain focused and perform work in noisy and crowded environments with multiple distractions
  • Works in unpredictable outdoor weather conditions and extreme weather conditions. 
 Benefits:  
  • Competitive salary based on experience
  • Compensation package includes base salary with commission opportunities built in
  • Comprehensive benefits package including health insurance, retirement plans, and paid time off
  • Opportunities for professional development and career growth
  • Dynamic and inclusive work environment with a supportive team culture
  • Exciting projects and growth opportunities within a leading organization
  • Free parking and proximity to restaurants, breweries, shops, and cultural venues.

A pre-employment drug screening is required. EOE, M/F. All Capitol Broadcasting Company properties are tobacco free. Capitol Broadcasting Company participates in E-Verify.  Capitol Broadcasting Company, Inc. is a diversified communications company which owns and/or operates WRAL-TV, WRAZ-TV, WRAL-FM, WRAL-HD2, WNGT-CD, WCMC-FM, WCMC-HD1, WDNC-AM, WCMC-HD2, WCMC-HD3, WCLY-AM, WCMC-HD4, Microspace, and WRAL Digital in Raleigh, NC; WILM-TV, WILT-LD and Sunrise Broadcasting in Wilmington, NC; The Durham Bulls Baseball Club, Bull City Hospitality, and Coastal Plain League in Durham, NC; The Holly Springs Salamanders in Holly Springs, NC; The Greenville Yard Gnomes in Greenville, NC; the American Underground startup hub in Durham, NC; and real estate interests including the American Tobacco Historic District in Durham, NC; Rocky Mount Mills in Rocky Mount, NC; MoJud Lofts in Greensboro, NC; and The Thread in Rock Hill, SC.   EEO Statement:  Capitol Broadcasting Company is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Â