Position Summary
The Ticketing Services Specialist is responsible for supporting Blumenthal Arts' in-person ticketing operations during assigned box office shifts, performances, and special events across all venues. Serving as the lead-on-duty when assigned, this position oversees daily box office operations, processes ticketing transactions, and helps ensure the successful execution of ticketing services while delivering exceptional customer service. Working under the direction of the Ticketing Services Manager, the Ticketing Services Specialist helps maintain efficient operations while creating a welcoming and positive customer experience.
Duties & Responsibilities
Ticketing Operations
- Serve as the lead-on-duty during assigned shifts, overseeing in-person ticketing operations and ensuring efficient box office operations.
- Open and close assigned box office locations in accordance with departmental procedures.
- Process ticket sales, exchanges, will call, refunds, and other in-person ticketing transactions.
- Monitor box office operations and make operational decisions to maintain efficient service during assigned shifts.
- Prepare ticketing settlements and reconcile sales activity for assigned performances.
- Fulfill internal ticketing requests, including complimentary tickets, programming requests, and other organizational ticketing needs.
- Maintain ticket stock, office supplies, and operational materials for assigned box office locations.
- Communicate operational issues, staffing needs, customer concerns, and other significant incidents to the Ticketing Services Manager.
Customer Service
- Maintain a thorough knowledge of current performances, venue policies, pricing, promotions, and ticketing procedures to effectively assist customers and support event operations.
- Deliver exceptional customer service before, during, and after performances.
- Resolve customer concerns and escalated service issues by exercising sound judgment and applying organizational policies.
- Support customers with ticket purchases, exchanges, account assistance, and general ticketing inquiries.
- Represent Blumenthal Arts professionally while fostering a welcoming and positive customer experience.
Team Support
- Provide day-to-day leadership, guidance, and support to assigned Ticketing staff during performances and special events.
- Assist in training and mentoring new Ticketing staff on departmental procedures, customer service standards, and ticketing operations.
- Perform other related duties as assigned.
Job Qualifications
Education & Experience
- High school diploma or equivalent required; associate's or bachelor's degree preferred.
- Minimum two (2) years of experience in ticketing, customer service, hospitality, live entertainment, or a related field; or an equivalent combination of training and experience.
- Previous experience serving in a lead or supervisory capacity preferred.
- Experience with AudienceView Unlimited or a comparable ticketing system preferred.
Knowledge, Skills & Abilities
- Strong knowledge of ticketing operations and customer service best practices.
- Ability to exercise sound judgment and make operational decisions in a fast-paced environment.
- Excellent customer service, communication, and interpersonal skills.
- Strong organizational, problem-solving, and time management abilities.
- Ability to lead box office operations while working collaboratively with staff and internal partners.
- Proficiency with Microsoft Office 365 and ticketing software systems.
- Ability to work flexible hours, including evenings, weekends, and holidays as operational needs require.
Skills Required
- High school diploma or equivalent
- At least two years of experience in ticketing, customer service, hospitality, live entertainment, or a related field, or equivalent training and experience
- Strong knowledge of ticketing operations and customer service best practices
- Excellent customer service, communication, and interpersonal skills
- Strong organizational, problem-solving, judgment, and time management abilities
- Ability to work flexible hours, including evenings, weekends, and holidays
- Proficiency with Microsoft Office 365 and ticketing software systems
- Associate's or bachelor's degree
- Previous lead or supervisory experience
- Experience with AudienceView Unlimited or a comparable ticketing system
What We Do
Blumenthal Arts is a nonprofit performing arts organization in uptown Charlotte that manages four theaters and presents Broadway tours, concerts, comedy, dance, festivals and other live experiences. It also runs arts education and access programs serving students and community members, supports local and emerging artists, and helps develop new work. Its mission is to use the arts to enrich lives, strengthen education and community, and contribute to regional economic vitality.
