Department Name: 12D00:UKAA - Administrative Support
UK Athletics is seeking a highly motivated individual with excellent communication and organizational skills to join our growing team in the position of Athletic Ticket Operations Coordinator. Reporting to the Director of Ticket Operations, the Ticket Operations Coordinator assists other full-time staff members in the coordination and operation of all ticketing functions for varsity sports and other special events. The University of Kentucky sponsors 22 varsity sports and regularly provides ticketing services for Football, Men's Basketball, Women's Basketball, Baseball, Softball, Volleyball, Gymnastics, Men's and Women's Soccer, and Track & Field.
This position is primarily responsible for all student ticketing functions within the Ticket Office unit. The selected candidate will also manage ticket operations for one or more assigned sports, as well as act as a customer service representative and coordinate various administrative tasks within the Ticket Office. Responsibilities will include but are not limited to the following:
Customer Service, Ticket Sales, and Daily Office Operations (40%) oProvide daily coverage for ticket office phones and windows; assist with monitoring queues oAssist with ticket allocation and seat upgrade opportunities oServe customers and assist with selling season tickets, mini-plans, single games, group tickets, and annual fund donations oEffectively and accurately answer inquiries, explain policies, educate fans, and resolve issues oVerify daily cash/check deposits oBack up for daily printing and fulfillment of season and single game tickets to ensure timely delivery to customers oAssist with third party reconciliations oAssist with fan engagement initiatives and special projects
Coordinate Student Ticketing (30%) oAssist with developing and coordinating policies, procedures, timelines, strategies, and materials related to student ticketing for athletic events oCollaborate with Dean of Students Office, athletics marketing, and event management on student ticket processes and initiatives oCoordinate creation and maintenance of student ticket accounts in Archtics; perform data imports oMaintain student Account Manager site oAssist with creation of student ticket events, price codes, ticket types, and manifests in Archtics oPrimary day-to-day contact with Experience support team for student ticketing platform oAssist with box office integration oPrepare for, QA test, and monitor student claim periods and on-sales oTrack and resolve system issues in a timely manner oDaily management/monitoring of student ticket inventory oReconcile all sales and revenue settlements oCoordinate various student ticket fulfillment and distribution processes, including special events oAssist with outbound email campaigns to communicate student ticket information oTrain staff on student ticket processes oResolve escalated customer service issues related to student ticketing oManage student ticket office email account; respond to inquiries; track metrics oAssist with ticket office social media efforts related to student ticketing oMaintain policies/procedures documentation specifically related to student ticketing oResearch and present industry best practices; identify areas for process improvement oPrimary responsibility for student ticket resolution/gate management at home football and men's basketball games
Sport/Event Ticketing Responsibilities (20%) oPrimary ticket office manager for softball oAssist with coordinating timelines, strategies, and materials related to renewals, new sales, seat allocations, printing, distribution, and reconciliation of tickets oManage ticket operations (sales, will call, ticket resolution, access control, comp admission gates) for regular-season, post-season, and special events; travel as needed with teams oSchedule and supervise staff oReconcile ticket sales and attendance oLead ticket operations for hosted post-season events oShare supervisory duties for other ticketed events as needed
Administrative Support (10%) oVerify and reconcile incoming ticket inventories from opponents/venues; assist with processing returns as needed oTicket operations liaison to Wildcat Seatbacks program oAssist with maintaining ticket office policies/procedures manual oAssist with office organization and supply budget oOther duties as assigned
oPassionate, dedicated, hardworking and organized with excellent written, verbal and interpersonal communication skills and a strong desire to pursue a career in ticket operations and/or college athletics. oStrong computer proficiency, including typing skills and the ability to navigate through multiple computer systems and mobile platforms. oOrganizational skills with the ability to handle multiple tasks and details efficiently, often with numerous interruptions. oDemonstrated sense of initiative and the ability to work independently and as part of a team. oDemonstrated ability to resolve issues and make decisions using appropriate discretion. oAbility to handle high pressure situations while being courteous and following appropriate customer service standards. oAbility to establish effective working relationships with departmental employees and achieve objectives in a team environment. oSuperior integrity, ownership, accountability and responsibility.
Position Time Status: Full-Time
Required Related Experience:
No experience required.
Required License/Registration/Certification :
oBachelor's degree from accredited institution in sports management, business, or related field. oOne year of full-time experience in ticket operations, preferably in college athletics. Full-time internships/Graduate Assistant experiences are applicable. oPrior experience with student ticket operations and platforms. oPrior experience in customer service, cash handling procedures, and supervision of part-time staff. oMust be fully committed to delivering an exceptional guest experience for every customer by effectively responding and attending to customer needs. oExtra consideration will be given to qualified candidates with previous experience with the Archtics ticketing system. oFamiliar with NCAA and SEC procedures and protocols.
University Community of Inclusion:
The University of Kentucky is committed to a diverse and inclusive workforce by ensuring all our students, faculty, and staff work in an environment of openness and acceptance. We strive to foster a community where people of all backgrounds, identities, and perspectives can feel secure and welcome. We also value the well-being of each of our employees and are dedicated to creating a healthy place to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors the University of Kentucky is a Tobacco & Drug Free campus.
As an Equal Opportunity Employer, we strongly encourage veterans, individuals with disabilities, women, and all minorities to consider our employment opportunities.
Any candidate offered a position may be required to pass pre-employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national background check and/or drug screen.
Adjacent to downtown Lexington, UK is nestled in the scenic heart of the beautiful Bluegrass Region of Kentucky. UK's campus covers more than 814 acres, with more than 30,700 students and 13,500 full-time employees, including nearly 2,400 full-time faculty and librarians.