Coordinator, Ticket Operations

Job Description

Job Title: Coordinator, Ticket Operations

Department: Ticket Sales & Customer Service

Reports to: Director, Ticket Technology & Ops

Manages: N/A

Position Summary: This position coordinates all operational elements of the Lakers' ticketing efforts. With a range of responsibilities, this position serves as the main box office resolution specialist on all game days for both Lakers and South Bay Lakers, assists in managing the ticket system and related networks, and supports other operational elements of the Ticket Sales & Customer Service department. This position will also assist in all ticket processing from order to fulfillment.

The ideal candidate will have a good understanding of Ticket Sales, Membership Services, Ticketmaster Archtics/Account Manager, Microsoft Dynamics (or other CRM), Microsoft Excel, formulas, and a strong understanding and experience in Ticket Operations.

Key metrics used to evaluate performance:
• Quality and quantity of box office and ticket issues resolved
• Feedback from Customer Service Specialists, Group Sales Account Executives, and Ticket Ops staff
• Work habits – attention to detail, time management, meeting deadlines, reliability, problem solving tactics, decision making in high-pressure situations

Essential Functions (Duties & Responsibilities**):
• TICKETING
• Assist in tracking ticket inventory
• Provide exceptional customer service to all ticket inquires
• Assist with the order processing efforts associated with orders for season, team, employee, partner, and single game ticket sales
• Assist in managing customer account information in CRM
• Monitor and respond to general ticketing e-mail inbox
• Proof and test ticket links, pricing, and event builds
• GROUP SALES
• Pull group orders from Ticketmaster Archtics (after payments have been processed and seats removed from system)
• Coordinate with Group Sales Account Executives to ensure group leaders can access and distribute mobile tickets
• Check group orders for errors
• GAME DAY
• Work in box office during majority of Lakers and South Bay Lakers games
• Assist in game day ticket operations
• Monitor mobile ticket activity and provide support to group buyers, community groups, and corporate partners
• Pull and distribute game day reports for Customer Service team
• Troubleshoot in Box Office during Lakers games at Crypto.com Arena
• Manage walk-up ticket sales and troubleshoot in Box Office during South Bay Lakers games at the UCLA Health Training Center
• OTHER
• Maintain ticket management website
• Make updates through Account Manager CMS
• Work cross-functionally with Creative department to develop content and assets
• Assume select Customer Service Specialist responsibilities (as needed)
**Responsibilities subject to change based on organizational needs and direction from management.

Education (Required/ Preferred): Bachelor's degree (required)

Previous experience:
• A minimum of one (1) year work experience in ticketing (event or sports industry)

Technology Capabilities:
• Microsoft Office (including Excel, Word, Outlook, PowerPoint)
• Ticketmaster Archtics/Account Manager and other related ticketing platforms
• Microsoft Dynamics (or related CRM platform)
• UPS World Ship

Knowledge, skills, abilities:
• Ability to stay calm/professional and exercise excellent decision-making skills in high-stress situations
• Strong service-oriented mentality and exceptional interpersonal skills
• High attention to detail and an eye for proofing /editing fine print
• Demonstrated excellent written and verbal communication skills, including the ability to successfully communicate with the public, other employees, and vendors
• The ultimate team player, who is willing to assist with any task to accomplish departmental goals

Physical Demands: Must be able to lift a min of 25lbs. and walk significant distances in arena on game days

Location: El Segundo (offices M-F and for South Bay Lakers games), downtown Los Angeles (Crypto.com Arena for Laker home games), and other occasional off-site events

Hybrid work schedule

Travel: Less than 5% of the time

Hours:
Overtime is mandatory; must be available to work evenings, weekends, and holidays

Jobcode: Reference SBJ-d26252-18-217-146-30-42 in your application.