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Ticket Resolution

4 months ago

Detroit, United States Detroit Lions Full time
ABOUT US:

The Lions, much like the city and community they represent, are built on a blue-collar work ethic that values hustle and conviction.

Ford Field, the home of the Lions since 2002 in the heart of Detroit, is part of a vibrant sports and entertainment district featuring all four major professional sports franchises. Ford Field is also home to a dedicated and passionate multi-generational fan base reflective of the innovation, creativity and drive synonymous with Detroit.

Under the leadership of Sheila Hamp, the great granddaughter of Henry Ford, the Lions have ushered in an era of rebirth focused on creating an inclusive and equitable experience for employees, partners and fans. Building off the rich and diverse history of the city, the Lions embrace transparency and value contribution from all areas of the organization. We believe in the power of a pride, and acknowledge winning together takes understanding, acceptance, and teamwork. We believe in our "we" culture and are committed to building a new tradition that Detroit and Michigan can be proud of.

One Pride. For All.

Ford Field Management and the Detroit Lions currently need Ticket Resolution - Event Day staff. This is a part-time position, based out of the Ford Field stadium located in Downtown Detroit.

ABOUT THE ROLE:

The Ticket Resolution- Event Day position will be the first point of contact for all in-person customer service ticket authentication support during entry to Ford Field events. This position will provide exceptional in-person ticket services support while quickly completing any required ticket delivery and barcode authentication research at event entry. This position will serve as a primary point of contact for all stadium operations support staff regarding handheld ticket scanning equipment and general ticketing inquiries.

ESSENTIAL FUNCTIONS (including, but not limited to):The Ticket Resolution-Event Day position will have daily responsibilities including, without limitation, the following:
  • Will work directly with Ticket Office Supervisors (Ticket Services & Ticket Fulfillment and Distribution) to ensure that all ticketed fans have an enjoyable experience at gate entry
  • Efficiently and proactively facilitate in person customer/client services at gate entry
  • Primary point of contact for all in person customer service ticket authentication support during event entry
  • Complete required ticket authentication research
  • Efficiently troubleshoot, resolve and document ticket delivery/scanning service cases at the entry gate
  • Ensure escalated customer service issues are efficiently resolved, documented, tracked, and properly escalated to ticket office lead support and management
  • Demonstrate proactive awareness of ticket entry activity to ensure proper staff coverage throughout the duration of the event
  • Assist with handheld scanner distribution, collection, and hardware auditing post-event
NONESSENTIAL FUNCTIONS:
  • Ability to make decisions during high-pressure situations
  • Maintain organization of tasks and event documents
  • Ability to work well with people; must have exceptional interpersonal skills
  • Must demonstrate a high level of technological competency and proficiency on the ticketing software
  • Attention to detail, organized, and a general understanding of basic accounting principles
  • Must be able to work a flexible schedule including evenings, weekends, and holidays
  • Attendance and punctuality are imperative, as well as adjusting to a flexible schedule to ensure event minimum availability requirements of 75% are maintained
  • Will accept other responsibilities and duties required by the supervisor consistent with the objectives and essential functions of this position. Such responsibilities shall be incorporated into the position description if they are ongoing.
WHAT WE'RE LOOKING FOR:
  • High school and/or GED required. College degree or equivalent professional experience preferred
  • Exceptional customer service, interpersonal, and writing skills
  • Experience and training in retail or professional, very desirable
  • Working knowledge of Microsoft Office products
  • A high degree of technological competence and point of sale experience required
  • Requires a friendly, outgoing personality with genuine enjoyment in interacting with and helping fans as we strive to deliver the best guest experience to all Ford Field guests
  • Ability to respond effectively to the most sensitive inquiries or complaints
  • Must be reliable and exhibit commitment to meeting both the work schedule and job requirements
  • Experience in customer service and guest relations
  • Excellent oral and written communication skills
  • Ability to speak in a professional manner via telephone/in person with guests, fans and staff
  • Required to be available for a minimum of 75% of all events at Ford Field, with scheduled event day shifts of roughly five hours


TO APPLY:

To apply, please submit a copy of your resume along with a cover letter detailing your interest and related experience to the position.

Due to the high volume or resumes received, we regret that we are unable to update candidates on the status of their application. Those selected for further consideration will be contacted. Please no phone calls or emails.