Job Title:Ticket Operations Coordinator

Department:Ticket Operations

Reports To:Manager, Ticket Operations

Status:Non-Exempt
 

This role is a part of the one-year Mariners Development Program that provides training, mentorship and professional development.  The projected end date is December 2025. Top performing Ticket Operations Coordinators are considered for available opportunities upon completion of the program.  

Primary Objective:

Provide high-touch customer service to internal and external customers, ensuring best practices for policies, procedures, programs and communication across all ticketing and service platforms. 

Essential Functions:

• Uphold an extraordinary level of customer service to internal and external customers.
• Serve as an expert to all stakeholders on ticket office policies and procedures.
• Assist Ticket Sales department with processing of Season Tickets, Groups and Suite Sales in a fast-paced, high-volume environment.
• Receive inbound phone calls and e-mails. Resolve customer inquiries, effectively communicating solutions in a professional and timely manner.
• Assist Manager of Ticket Operations with gameday duties including, but not limited to, supervision of event staff, assisting with customer service and addressing ticketing-specific issues around the ballpark.
• Troubleshoot Ticketmaster Account Manager, the MLB Ballpark App and other fan-facing software.
• Using Microsoft Dynamics 365 CRM and Archtics ticketing system, maintain electronic records of all customer interactions. Demonstrate the ability to navigate and successfully use all job-related systems.
• Build unique ticket offers and price codes to provide seamless ticket purchase for customers.
• Integrate and test new technology developments into current processes.
• Support high-level club initiatives and business strategies and make actionable and insightful recommendations for new products and enhancements.
• Always represent the organization in a positive and professional manner.
• Will perform other duties as assigned.

Education and Experience:

• College graduate from a four-year college/university with a desire to learn and achieve in a highly competitive environment. Equivalent, relevant work experience may be considered in lieu of formal education, if approved by management.
• Previous customer service experience including demonstrated ability to take decisive action and quickly resolve customer issues, problem solve, troubleshoot and answer questions. Customer advocate who goes above and beyond to create customer delight.
• Prior experience working with ticketing software in a live entertainment environment and/or experience/skills in staff supervision, mentoring and team building a plus.

Competencies, Knowledge, Skills and Abilities (KSA’s):

•        Coachable team player with a positive attitude and strong will to succeed.

• Exhibits effective listening skills and builds positive relationships with all team members, vendors, and guests. Is diplomatic, tactful, and professional in all forms of communication. Fluent in English; bilingual skills are a plus.

•         Proficient in Microsoft Office (Word, Excel, Outlook). Ability and desire to learn new technologies across various platforms within the Mariners Front Office and customer ecosystems.

•  Must be dependable and reliable to report to work on-time when scheduled and work in assigned area independently.
• Authentic and Aware: Exemplifies the highest standards of professionalism and ethics, demonstrating a dedication to doing the right thing and treating everyone with respect. Is self-aware and open to feedback, ability to speak the truth with a positive intent, foster a culture of honesty and builds trust with the team. Commitment to the organization's mission is evident in both words and actions, aligned to actively contribute to the fulfillment of organizational goals.  
• Communicate and Collaborate: Values others and their views, actively engaging and partnering with team members. Seeks clarity and shares information transparently, fostering a collaborative environment while influencing others and aligning support. Excels in seeking out and leveraging the right resources, engaging in teamwork with a positive and productive approach. Whether verbally or in writing, communicates in a clear and constructive manner, contributing to an engaged and efficient workplace.  
• Execute with Purpose: Takes action and demonstrates accountability, leading with a sense of urgency and dedication to achieving results. Sets and meets challenging expectations for themselves and others, making timely, data-driven decisions and taking ownership of outcomes. Approachable, engaged, and committed; sets a positive tone and cares deeply about the organization. Manages time, priorities, and resources effectively, aiming for and achieving excellence.  
• Adapt and Innovate: Acts boldly, fosters innovation, and supports transformational change. Leveraging analysis and insights, develops new directions and solutions, identifying opportunities for improvement and displaying a commitment to fixing them. With an ongoing commitment to learning and self-development, overcomes challenges constructively and adjusts effectively to shifting priorities and rapid change. This approach contributes to a dynamic work environment focused on progress and continuous improvement. 

Physical Activities and Working Conditions:

• Ability to work flexible hours including evenings, weekends, some holidays and event nights, prior to gate opening through closing of the facility.

• Must be able to stand and/or sit for duration of shift.
• Must have functional manual dexterity to manage Point of Sale systems and technological devices.