Details for Position: Orl-TPM

Ticket Processing and Support Manager

Location: Orlando

The Ticket Processing and Support Manager will be responsible to lead and direct the department on a daily basis.  The manager will assist with all aspects of ticketing, customer service, and account maintenance, including daily reporting.  In addition the position requires that the manager act as a liaison between guests, field sales agents and box offices. He/she is responsible for providing outstanding service to all guests and affiliates and provides leadership and direction to the Ticket Processing and Support team. 

 
Responsibilities
  • Manage hourly employees on  a daily basis
  • Answer escalated calls
  • Responsible for the operation of the building
  • Responsible for special event ticketing
  • Responsible for ordering and maintaining hard ticket inventory
  • Assist with various reports
  • Responds to and manages void/cancellation requests, reprints and refund codes
  • Handling of fulfillment of manually booked and hard ticket products; including ticket transfers when applicable
  • Maintain accurate and detailed spreadsheets
  • Support Customer Care, Call Center and Field Sales Agents as needed
  • Support ticket lobby operations daily
  • Responsible for reconciling hard ticket inventory; including end of month inventory counts
  • Responsible for accurate and secure cash handling; including opening and closing safe for coordinator level employees and providing daily reports
  • Ensure all vendor management systems are functioning properly
  • Trains new and existing department staff on daily processes and procedures
  • Provide outstanding service to all customers; both internal and external
  • Assist with staffing and scheduling for the Operations department
  • Provide feedback and coaching including performance reviews
  • Must be willing to work shift work when needed
  • Manage timecards for Operation Agents
  • Work across departments to insure and maintain communication
  • Perform additional duties as assigned
 
Qualifications
  • Must be a confident, energetic team member who will function as a key player in the Ticket Processing and Support department
  • Comprehensive knowledge of Microsoft applications and the Internet
  • High energy, ability to remain focused on goals, working independently
  • Ability to communicate effectively both written and oral in a professional manner
  • Ability to multi-task, be a team player, and have strong organizational skills
  • Previous leadership experience preferred
  • Ability to motivate a team
  • Excellent customer service and problem solving skills
  • Adaptable to change with a positive can-do attitude
  • Bachelors degree preferred
 
Other Information
 
The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility but should not be considered an all-inclusive listing of work requirements.