Assistant Director Of Ticketing Application

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Job no:

498180
Work type:

Non-Classified/Professional
Location:

Boise, ID
Categories:

Management, Administration and Business Operations, Event Support, ExtraMile Arena, Mid-Level

About Us:

Boise State University is located along the banks of the Boise River and a short stroll from the state capitol. We are committed to an innovative, transformative, and equitable educational environment that supports student success, and advances Idaho and the world.

Boise State is building an inclusive community of faculty and staff whose unique skills, cultural contributions, work history, and perspectives create a rich and rewarding academic experience for our students. Applications from individuals of all backgrounds and identities are welcomed.

Learn more about Boise State and living in Idaho's Treasure Valley athttps://www.boisestate.edu/ about/
Supervise box office operations, manage events using computerized ticketing software, distribute and account for daily ticket sales as well as group and season tickets and work with event promoters. Oversee Box Office staff.
Department Overview:

Do you want to love where you work? Imagine watching the crowd sing at the top of their lungs, cheering on the winning team or celebrating a graduate's successes. YOU can help make those memories come to life!

Level Scope:

Provides direct supervision typically to professionals or skilled technical employees at the entry or intermediate level. Functions as advisor to unit and administration and sets goals and objectives for team members for achievement of operational results. Analyzes and resolves problems through drawing from prior experiences. Interprets policies (e.g., fiscal management, HR, contracts and grants, resource management in defined areas) and demonstrates solid subject matter knowledge. Exercises judgment within defined procedures and policies to determine appropriate action. Supervises staff to assure accountability and stewardship of campus resources (operational, financial, and human) in compliance with departmental goals and objectives.

Essential Functions:

60% of the Time the Assistant Director of Ticketing must:
Manage day-to-day box office operations, implement and maintain box office standards.
Hire, schedule, train and supervise box office staff including daily and event staff.
Deliver a high level of customer service at all times including responding to inquiries from patrons regarding ticket needs, complaints and other issues.
Reconcile sales reports, payments and generate weekly deposit report.
Evaluate and set box office policies and procedures.
Ensure compliance with system controls and cash handling procedures.
Facilitate specialized ticketing campaigns, supervise group ticketing process for events as needed; group sales prospecting and sales.
Assist Promoters and other Stakeholders, act as primary liaison for local groups for ticketing.
Prepare final audits and other reports for settlement.
Supervise temporary, part-time students and event worker staff.
Perform all duties related to ticketing including, but not limited to, event builds and ticket sales, exchanges, and refunds.
Facilitate specialized ticketing campaigns, supervise group ticketing process for events as needed; group sales prospecting and sales.
35% of the Time the Assistant Director of Ticketing must:
Box Office Management:
Partner with the Associate Director, Ticketing Services and Assistant Director of Ticketing to;
Deliver a high level of customer service at all times including responding to inquiries from patrons regarding ticket needs, complaints and other issues.
Perform daily reconciliation of cash/credit sales and produce bank deposits when necessary
Co-manage installation, maintenance and upgrades for all technical software and hardware related to the box office
Troubleshoot and service IT related matters related to the box office within a reasonable scope
Co-manage Arena lifetime member records and ticketing functions
Champion and manage group sales activities to include building event links, promotion, communication and settlement
Perform access control resolution on event days
Maintain knowledge of current/upcoming events and marketing department promotions.
Act in a lead role at events when assigned, to include supporting/working events at other venues being managed by the box office.
Perform miscellaneous administrative/clerical work to include running reports, entering data, filing, sorting, organizing, cleaning, etc. as needed.
Follow all box office policies & procedures; evaluate and assist in the revision of policies & procedures as necessary to ensure efficiency and maximize effectiveness.
Ticket Scanning / Resolution:
Serve as lead in interviewing, hiring, training and supervising new ticket scanners and resolution staff
Oversee scanner device operations to include staff scheduling, distribution, staff use, upkeep, maintenance, reporting, resolution, policy and procedure documentation, etc.
Work events to include assisting with staffing, box office resolution, scanner oversight and other duties as necessary to ensure a successful event.
Collaborate with Arena Marketing, Security & Guest Services departments to develop appropriate signage, videos and messaging to educate ticket holders on proper preparedness for the scanning process, particularly with digital tickets
Identify appropriate videos and messaging to educate potential ticket holders on secondary ticketing and the importance of purchasing tickets from verified sources
Play a proactive role in creating a positive guest experience through the ticketing process, scanning and resolution
Other:
Maintain positive relationships with all internal and external partners to include, but not limited to: Arena staff, clients, customers, promoters, Athletics staff and ticketing service providers
Assist in event management duties that may or may not include box office specific duties; function as part of a team and autonomously as the primary event manager/liaison
5% of the Time the Ticketing Services, Manager
Participate in Arena Event Management Meetings
Takes leadership and maintains flexibility in working with other staff members, employees, clients and University partners
Perform other duties as assigned
Maintain compliance with Arena's mission, vision, and values:

ExtraMile Arena Mission

– Bringing world-class creativity, competition and celebration to life.

ExtraMile Arena Vision

– ExtraMile Arena aspires to be an iconic venue thriving in the heart of the vibrant Boise metropolitan area. Operated by passionate venue professionals guided by a principled compass of safety, servant leadership, respectful relationships and indomitable spirit, ExtraMile Arena will be renowned for world-class event experiences.

ExtraMile Arena Values:
Safety
Servant Leadership
Respectful Relationships
Indomitable Spirit
Entrepreneurialism
Stewardship
Service Excellence
Mutually Successful Outcomes
Diversity, Equity and Inclusion

Knowledge, Skills, Abilities:

Strong written and verbal communication skills, demonstrated ability to work with difficult people including promoters, staff and patrons to provide excellent customer service while maintaining a professional demeanor.
Ability to work efficiently, prioritize tasks and multi-task in a busy environment while maintaining a courteous and professional attitude.
Ability to work as a member of a team and collaborate with others
Ability to interpret and enforce University and box office policies and procedures.
Availability to work nights and weekends as needed.
Ability to demonstrate and train others in exceptional Customer Service Skills
Ability to use positive language, time management, to 'read' customers, calming presence, goal-oriented focus, ability to handle surprises, persuasion, tenacity, closing ability, empathy, willingness to learn, friendly, polite, respectful, active listening, responsive and seek feedback.
Proficient in Excel, Word and email software, Strong ability to learn new software and explore new applications of existing software.
Knowledge of or experience with box office or related work and computerized ticketing software.
Knowledge of or experience with supervisory role.
Ability to manage daily decision-making authority, primarily pertaining to customer service issues.
Ability to plan event builds, e.g., decide how to scale/price sections and where to place holds.
Minimum

Qualifications:

Bachelor's degree and 2 years of experience or equivalent professional experience.
Preferred Qualifications:
Preferred Qualifications:
Previous Customer Service, Box Office, or Ticketing experience is preferred.
Salary and Benefit

s:

$57,200 to $60,000 depending on experience. Boise State University is committed to offering a benefits package that provides health and financial protection plans as well as resources to promote health and well-being. Our program provides flexibility so you can choose the benefits that are right for you and your family. Learn more about our benefit options athttps://www.boisestate.edu/hrs/benefits/ .

Required Application Materials:

Cover Letter and Resume

Advertised:

May 9, 2024

Mountain Daylight Time
Applications close:

June 5, 2024 11:55 PM

Mountain Daylight Time
Administration and Business Operations

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Equal Employment Opportunity Boise State University is an affirmative action, equal opportunity employer. Boise State University is building a culturally diverse faculty and staff and stronglyencourages applications from women, minorities, individuals with disabilities and covered veterans. As a federal contractor, the University will not discharge orin any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of anotheremployee or applicant.View Boise State's complete Pay Transparency Policy Statement. Boise State University is committed to providing access and reasonable accommodations for individuals with disabilities. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 426-1616 or ******** .
Jeanne Clery Act Each year, Boise State University prepares an Annual Security Report and Annual Fire Safety Report as part of the University's commitment to safety and security on campus and in compliance with the Jeanne Clery Disclosure of Campus Security Police and Crime Statistics Act. The report includes statistics for the previous three years concerning reported crimes that occurred on the main Boise State campus, all of Boise State's separate campuses, in certain off-campus buildings or property owned or controlled by Boise State, and on public property within, or immediately adjacent to and accessible from Boise State's campuses. Also included in the report are the University's institutional policies and procedures concerning campus security, including those related to sexual assault, campus alerts, drug and alcohol use, and others.You can obtain a copy of the report by accessing the following website or you can request a copy of the report by contacting the University's Department of Public Safety at 2245 University Drive, Boise, Idaho 83706; by calling ******** ; or by sending an email to ********
Annual Security and Fire Safety Report
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