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
Bachelor’s degree from accredited institution in sports management, business, or related field. One year of full-time experience in ticket operations, preferably in college athletics. Full-time internships/Graduate Assistant experiences are applicable. Prior experience with student ticket operations and platforms. Prior experience in customer service, cash handling procedures, and supervision of part-time staff. Must be fully committed to delivering an exceptional guest experience for every customer by effectively responding and attending to customer needs. Extra consideration will be given to qualified candidates with previous experience with the Archtics ticketing system. Familiar with NCAA and SEC procedures and protocols.
Internal Number: RE17594
About University of Kentucky Athletics
The University of Kentucky has a rich tradition of excellence in collegiate athletics, both in the teams it fields and in the student-athletes that participate. The Athletics Department sponsors 22 varsity sports that compete at the Division I level in the National Collegiate Athletic Association (NCAA). The UK Athletics Department is a self-supporting, fully-funded athletics department that provides to its student-athletes in each sport the maximum amount of financial aid allowed by NCAA rules. The Wildcats also are a charter member of the highly competitive Southeastern Conference (SEC). Only men’s soccer (Conference USA) and UK’s lone co-ed sport – rifle (Great American Rifle Conference) compete outside the SEC.The Athletics Department is dedicated to running a first-class program with integrity while keeping the focus on the student-athlete. Its overall vision is to educate student-athletes through graduation and compete for championships in all sports within a framework of fiscal integrity, a commitment to diversity in all areas, and compliance with University, state, Southeastern Conference, and National Collegiate Athletic Association rules. As an integral part of its long t...erm vision, Athletics continues to expand resources and the tremendous progress already shown toward broad-based excellence. The intercollegiate athletics program promotes athletics and a culture of commitment toward the overall success for the University of Kentucky and the Commonwealth. UK Athletics is supported with restricted gifts and with funds generated through athletic activities.