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Position Classification Description

Position Class Code / Title: N0039 / Ticket Office Representative
Recruitment Tier: Tier 1
FLSA: Non-Exempt
Grade: 07

This is a description of a Staff Position Classification. It is not an announcement of a position opening. To view descriptions of current openings, please go to UNMJobs and Search Postings to view positions that are currently accepting applications.

The following statements are intended to describe, in broad terms, the general functions and responsibility levels characteristic of positions assigned to this classification. They should not be viewed as an exhaustive list of the specific duties and prerequisites applicable to individual positions that have been so classified.

Summary

Performs or oversees a variety of customer service functions for the UNM Ticketing Office. Provides day-to-day contact, interaction, and problem resolution to ticket-buying customers, and provides functional oversight and coordination to on-call Ticket Sales Clerks, as appropriate.

Duties and Responsibilities

  1. Interacts directly with season-ticket holders and other ticket-buying customers on day-to-day sales inquiries, problems, and concerns.
  2. Provides UNM ticket sales training for staff and student employees, as well as employees of associated external ticketing agencies and phone room staff.
  3. Provides backup support to ticket outlets, to include after hours on-call operational support, system maintenance and troubleshooting.
  4. Oversees and coordinates the day-to-day activities of on-call telephone sales clerks as and when required.
  5. Oversees and coordinates ticketing activities at ticketed events administered by the University; supervises ticket sales for Public Events schooltime events.
  6. Interacts with group sales management in the Athletics and Public Events departments to resolve administrative issues related to ticketed events.
  7. Processes subscription and season-ticket orders; handles seat change requests made by subscribers and season-ticket holders.
  8. Provides backup maintenance and support of the overall ticketing system, as required.
  9. Performs associated administrative or clerical tasks, which may include special projects, correspondence, and/or program related activities.
  10. Performs miscellaneous job-related duties as assigned.

Minimum Job Requirements

  • High school diploma or GED; at least 3 years of experience directly related to the duties and responsibilities specified.
  • Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.

Knowledge, Skills and Abilities Required

  • Knowledge of cash management principles and/or procedures.
  • Knowledge of planning and scheduling techniques.
  • Skill in the use of personal computers and related software applications.
  • Ability to communicate effectively, both orally and in writing.
  • Strong interpersonal skills, flexibility, and customer service orientation.
  • Knowledge of ticket office workflow patterns and associated staffing requirements.
  • Ability to handle a flexible work schedule, to include some evenings and weekends.
  • Ability to operate a computerized ticketing system.
  • Knowledge of automated events seating charts.
  • Ability to make administrative/procedural decisions and judgments.
  • Ability to investigate and analyze information and draw conclusions.
  • Ability to functionally supervise and train employees.

Conditions of Employment

  • If this position is assigned to the Athletics Department, either administratively or functionally, compliance with all NCAA rules and regulations is required.

Working Conditions and Physical Effort

  • No or very limited physical effort required.
  • No or very limited exposure to physical risk.
  • Work is normally performed in a typical interior/office work environment.

The University of New Mexico provides all training required by OSHA to ensure employee safety.

Revised Date: 03/20/2017