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Coordinator, Ticket Operations

3 months ago

Melbourne, Victoria, Australia Melbourne Aces Full time

The Melbourne Aces are a professional baseball team competing in the Australian Baseball League. Entering our 15th season of operations, the Melbourne Aces are located at Melbourne Ballpark, Altona, Victoria, Australia.

We are seeking an energetic, aspiring and hard working individual, who will assist with all aspects of ticket operations, working closely with senior management to maintain a professional, seamless and customer-friendly ticket experience for all Aces fans. The position will work closely with Sales and Marketing departments.

Essential Duties and Responsibilities

  • Manage day-to-day tasks of the ticketing operations department as deemed by senior management and maintain all ticket operations policies and procedures.
  • Assist with building season schedule and single game events, pricing matrix, seat maps and any other Vivenu programming needs.
  • Generate audits and ticket reports via Vivenu platform.
  • Assist Finance department with ticket reconciliation - including payment plan management, balance due audits, refunds and buyer type reports.
  • Oversee and participate in fulfillment of daily ticket orders for all customers.
  • Provide uncompromised professional customer service to patrons, internal and external clients, sponsors, VIP's and other stakeholders.
  • Update and maintain ticket database in Vivenu system on a regular basis.
  • Oversee day to day running of the box office, including all volunteer staff, POS, printing, scanning, troubleshooting, upgrades, exchanges, refunds, set up/pack up.
  • Recruit, hire, train, and schedule volunteer game day ticketing staff.
  • Work closely with all departments for ticketing needs (special requests, ticket fulfilment, and general inquiries).
  • Oversee implementation of membership program - pack delivery, processing new sales, upselling single child tickets to $20 memberships, completing roll over to new season memberships with new pricing, converting members to opt out payment program, and end of season membership drive for following year.
  • Oversee Corporate and Group ticketing - invoiced sales are entered into Vivenu correctly, tickets are delivered to the customer in print at home pdf.
  • Playoff and Special Event ticketing - ensure new event build and pricing is implemented correctly.
  • Assist senior management with inventory management and ad-hoc projects as necessary.
  • Ensure high level of oversite at all times - customer service, general security (cash handling), OH&S.
  • Maintain high level of training/understanding of ticketing system Vivenu
  • Ensure respectful and professional relationship with Vivenu staff is maintained at all times.
  • Other duties as assigned.

Qualifications:

Preferred but not essential

  • Bachelor's Degree
  • 2+ years of ticketing experience
  • Established knowledge of Vivenu ticketing software
  • Proficient in Microsoft Office Applications (primarily Excel)
  • Cash handling/reconciling experience.
  • A passion for the sport of baseball

Essential

  • Strong communication skills, both verbal and written, and exceptional interpersonal skills.
  • Excellent organizational skills and attention to detail.
  • Ability to work independently and effectively in a high-pressure environment.
  • Must be able to work evenings, weekends, and holidays, as required.