Assistant Director, Ticket Operations, Department of Athletics (R0008184)

Essential Functions:

• Provides exceptional customer service to walk-up customers at Ticket Office window; responds to customer questions and telephone inquiries. Researches, investigates, and resolves problems as they occur in an effort to provide the Best Fan Experience in the state of North Carolina

• Sells and prints tickets on Paciolan ticketing software for football, men’s and women’s basketball, baseball, men’s and women’s soccer, and non-intercollegiate events.

• Coordinate priority seating allocations and distribution of tickets

• Responsible for ticket operations management for events and home games for Wake Forest Athletics. Assists with other University projects and events as needed.

• Plan renewal campaigns for baseball, women’s basketball and men’s & women’s soccer

• Assist with renewal efforts for football and men’s basketball

• Authorizes and processes credit card sales, accepts cash or checks, and applies payment to the Paciolan system.

• Contributes ideas and viewpoints on strategic and operational plans

• Coordinate the hiring and training of part-time employees

• Liaison to ticket sales team to assist with inventory, creation and execution of group sales initiatives utilizing Fevo platform

• Adheres to NCAA regulations regarding ticket sales at home athletic contests to include recruits, high school coaches, players’ families, the general public, boosters, and donors.

• Reports any potential ACC and NCAA rules violations to the Assistant AD of Ticket Operations or Compliance Office.

Required Education, Knowledge, Skills, Abilities:

• BA/BS with working knowledge of sales and customer service and one year experience. An equivalent combination of education and experience may be accepted.

• Unquestionable integrity and a strong sense of professional ethics.

• Evidence of being self-starting, self-motivating, organized, entrepreneurial and creative in formulating and presenting solutions to customers over the phone and in person.

• Proficiency in Microsoft Office Suite and familiarity with CRM software solutions. Experience with Paciolan preferred.

• Excellent customer service skills including listening, clear communication, empathy, adaptability, and patience.

• Ability to research and organize information and data accurately and with an attention to detail.

• Ability to prioritize and to execute multiple tasks in a time-sensitive, pressurized environment.

• Knowledge of NCAA rules as they pertain to intercollegiate ticket operations.

• Ability to communicate, both orally and in writing, with varied constituents; general public, students, coaches, administrators.

• Ability to handle cash, checks and credit card sales.

• Flexibility to work evenings and weekends.

• Valid driver license with good driving record; must be insurable.

Physical Requirements

• This position may require occasional lifting of items weighing 0-25lbs.

• This position may require employees to stand for extended periods of time to complete task work.

Accountabilities:

Responsible for own work