Position Classification Description

Position Class Code / Title: N5002 / Coord,Ticket Office
Recruitment Tier: Tier 1
FLSA: Non-Exempt
Grade: 09

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

Coordinates the day-to-day operations of an events ticket office, operating within a computerized ticketing environment. Ensures effective customer service delivery and trains and supervises office sales personnel, including students, on-call and temporary staff. Audits daily and event sales activity, performs cash management and basic accounting, and maintains sales and/or subscriber records.

Duties and Responsibilities

  1. Coordinates and administers day-to-day ticket sales and cash handling activities; reconciles daily sales and deposits and ensures adherence to established policies and procedures.
  2. Assists with establishing and maintaining work schedules for students, on-call and temporary ticketing staff, in accordance with expected work flow fluctuations and established box office hours; supervises the activities of staff when on site and serves as lead trainer.
  3. Transacts ticket sales by telephone, mail, and walk-in service and provides ticketing services on behalf of generally sponsored events as an authorized commercial ticket outlet.
  4. Maintains subscriber information through computerized ticketing system to ensure proper reimbursement for faculty/staff tickets; updates promotional lists and arranges for production of mailing labels.
  5. Assists with monitoring effective customer service responses to emails and chat messages; utilizes specified software to deliver optimal customer service.
  6. Responds to inquiries and researches and resolves problems related to transactions handled by the unit; serves as liaison with other constituencies in the resolution of day-to-day administrative and operational issues.
  7. Works closely with internal and external partners to develop and grow specified programs, such as the Schooltime Series Program. This position will work with department management in evaluation of procedures and workflow.
  8. May serve as ticketing office lead for productions/shows, overseeing and managing student employees, working directly with house managers, and troubleshooting patron issues.
  9. May maintain, organize, and handle all sales and ticketing needs for specified programs and productions. May run reports for department management as required.
  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 maintaining, planning and scheduling staff and students.
  • Skill in the use of personal computers and related software applications.
  • Ability to communicate effectively, both orally and in writing.
  • Knowledge of customer service standards and procedures.
  • Ability to analyze and solve problems.
  • Knowledge of ticket office workflow patterns and associated staffing requirements.
  • Ability to make administrative/procedural decisions and judgments.
  • Ability to prepare routine administrative paperwork.
  • Knowledge of automated events seating charts.
  • Knowledge of data management techniques.
  • Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.
  • Ability to investigate and analyze information and draw conclusions.
  • Ability to operate a computerized ticketing system.
  • Knowledge of general accounting principles.

Conditions of Employment

  • All regular, non-temporary positions assigned to this classification are represented by a labor union and subject to the terms and conditions of the US-UNM Collective Bargaining Agreement.
  • If this position is assigned to the Athletics Department, either administratively or functionally, compliance with all NCAA rules and regulations is required.
  • Employees who provide services or work in patient care or clinical areas are required to be in compliance with the University's influenza vaccination requirement.

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: