PT Ticket Central Associate

Definition:

To provide advanced college event ticketing services; process ticket orders, provide guests with event and college information, and to offer a hospitable, dynamic, professional, positive, welcoming, and efficient guest experience in the ticketing process.

DISTINGUISHING CHARACTERISTICS:

This position is the front-line for the Wilson Center and Cape Fear Community College for the public. The candidate will represent the College, Presenting organization, Wilson Center staff, as well as the City and County. It handles all ticketing operations for CFCC, and provides information in a hospitable fashion to those with inquiries. This role is highly visible and interacts with sponsors, donors, clients (internal and external), and rental client organizations. They provide the highest level of customer service to all guests, vendors, and clients.

SUPERVISION RECEIVED AND EXERCISED:

• Receives general supervision from Wilson Center Director of Ticketing
• Exercises no supervision.

ESSENTIAL FUNCTIONS:

• Be familiar with Title III Regulations of the Americans with Disabilities Act, as they pertain to event venues, attendance and ticketing
• Assist with ADA ticket sales and reporting
• Liaise with Wilson Center House Management to provide excellent care and logistics for our guests with disabilities, and other special needs
• Maintain and provide accurate, timely, and courteous responses to Ticket Central email inquiries
• Assist with VIP/Member ticketing and special arrangements
• Provide customer service for group sales to Wilson Center events
• Stay up-to-date and knowledgeable on all available ticket coupons, discounts, special service 'lifts', and other unique details as they pertain to the various events at the Wilson Center
• Oversee the printing and sorting of all 'Will Call' tickets before all Wilson Center events
• Maintain ticketing equipment - printers, scanners, card-swipes, iPad, and other devices - and see that they're functioning properly, holding their battery charges, connecting to Wi-Fi as needed, etc.
• Oversee ticket scanner check-out with event volunteers
• Facilitate ticket scanning and Will Call operations with Wilson Center volunteers, providing on-site training as necessary before events
• Innovate new and better 'best practices' within the Wilson Center Ticket Central

As well as TICKETING FUNCTIONS of Ticket Central Associate:

• Provide exceptional guest services in processing and supporting ticket sales for CFCC events
• Provide correct information for callers, virtual inquiries, and in-person questions in a hospitable manner.
• Maintain a hospitable working relationship with CFCC clients, ticket managers of the resident art organizations, and other clients as assigned.
• Support the Director in working with clients to set up events, maintaining seating manifests, maintaining financial records, and managing the preparation, presentation, and settlement of all event box office statements.
• Assist in generating event reports using the official CFCC ticketing system (Spektrix).
• Support the Manager in developing and maintaining a comprehensive and accurate guest listing with the support of the ticketing software for use in marketing and fundraising efforts.
• Demonstrate excellent customer service skills, respond promptly to customer inquiries and requests, in compliance with guest services standards of the Center.
• Assist and greet groups or tours as they plan a trip to and visit the Wilson Center for an event or building tour.
• Assist with daily deposits and financial reporting.
• Provide rapid response for critical issues.
• Other duties as assigned.

Qualifications:

• Knowledge of:
  1. industry-specific requirements, technology and equipment utilized
  2. Current trends, research, and development
  3. Arts, and arts-related terminology and etiquette
• Ability to:
  1. Communicate positively with guests to establish their needs efficiently and courteously.
  2. Consistently remain calm and demonstrate exceptional customer service skills, even in stressful and/or demanding situations
  3. De-escalate emotional situations
  4. Handle cash and other payment methods responsibly and accurately
  5. Develop a growing knowledge of Spektrix (ticket sales software)
  6. Maintain effective working relationships with those contacted in the course of work including (but not limited to) students, rental clients, donors, high-profile clients and guests, performing artists, college faculty and staff, and the general public
  7. Interpret and explain complex ticketing policies and procedures
  8. Understand and follow oral and written instructions
  9. Communicate clearly both orally and in writing
  10. Prepare clear and concise reports and maintain accurate records
  11. Perform mathematic computations
  12. Operate a personal computer and maintain computerized records
  13. Work weekends and/or evenings as required
  14. Creatively solve problems within the rules and systems of CFCC and Wilson Center
  15. Provide accurate information to callers and visitors, above and beyond ticketing requirements
  16. Maintain a positive, friendly, and upbeat attitude
  17. Maintain effective audio-visual discrimination and perception needed for:
      • Making observations
      • Communicating with others
      • Reading and writing
      • Examining incoming equipment, materials, and supplies
      • Developing better ways to adapt our ticketing software to serve guests and the internal workings of CFCC
      • Operating and training others on assigned equipment and software

1. Maintain physical condition appropriate to the performance of assigned duties and responsibilities which may include the following:
   • Walking, standing or sitting for extended periods of time
   • Lifting, stooping, climbing, bending, and carrying materials

1. Maintain mental capacity which allows the capability of:
   • Making sound decisions
   • Working in a fast-paced environment
   • Answering questions
   • Reviewing alternatives and making choices
   • Getting things done through others
   • Demonstrating intellectual capabilities

Experience and Training Guidelines:

2 years of experience in a Box Office setting

Current working familiarity with Spektrix ticketing software

Hours of Employment:

Mon-Fri 2-6pm, evenings and weekends as needed

Location:

CFCC Wilson Center

This position REQUIRES UNOFFICIAL TRANSCRIPTS AND/OR TRAINING CERTIFICATIONS be submitted in addition to the application. Please have these documents ready to upload when applying.

Candidates are required to submit OFFICIAL TRANSCRIPTS for all degrees obtained prior to their first day of work or hire date. If the highest level of education is a High School diploma or equivalent, proof of completion is required.

Candidates who have obtained their education outside of the US and its territories must have their academic degree(s) validated, at their own expense, by an outside credential evaluation service as equivalent to the Baccalaureate or Master's degree conferred by a regionally accredited college or university in the United States.