Ticket Office Lead

Ticket Office Lead

Ford Field Management and the Detroit Lions currently need a Ticket Office Lead. It will be based out of the Ford Field stadium located in Downtown Detroit.

The Ticket Office Lead position will work directly with the Ticket Office Supervisor (Ticket Services), in communicating and training all aspects of our ticket programs as well as working closely with the Ticket Office Supervisor (Ticket Fulfillment & Distribution). This position will be the first point of contact for support and will lead by example the ticket office event day and non-event day hourly personnel. The Ticket Office lead will ensure that all Ford Field ticket operations staff are exceeding the department's high standard of expectations and providing exceptional customer service. This role will also serve as the primary point of contact for all Ticket Seller hourly staff to support all customer service-related ticketing inquiries and to escalate policy related items. While this department support role will have no direct supervisory experience, this role will directly assist all Ticket Office Supervisors by ensuring various ticket programs are successfully communicated to all ticket purchasers and are accurately executed within the ticketing system by both event day and non-event day hourly ticket sellers.

In this role, you will be an essential part of the non-event day and event day experience for our guests. To be successful in this role, the right candidates will be able to demonstrate a high degree of technological competence and the ability to consistently provide exceptional customer service. This position requires a friendly, outgoing personality with genuine enjoyment in interacting with and helping fans as we strive to deliver the best guest experience to all Ford Field guests.

Essential Functions (including, but not limited to): The Ticket Office Lead position will have daily responsibilities including, without limitation, the following:

• Actively participate and lead by example in providing exceptional daily communication to hourly support staff through the preparation and execution of daily staff briefings, electronic daily updates regarding current promotions, new policies and ticket operations activity, and event day one-sheets.
• Ensure escalated customer service issues (via emails, phones, ticket windows and ticket resolution) are efficiently resolved, tracked, and properly escalated to ticket office management.
• Demonstrate active awareness of office activity to ensure proper coverage during staffing breaks and high-volume periods to ensure exceptional customer service standards are met by having appropriate office coverage during business hours.
• On a consistently scheduled and rotational basis, cover all supported areas of the department (e.g. sales office help desk, My Lions Account service emails, ticket fulfillment requests, event day customer service windows, will call support, etc.).
• In person customer/client service support- via telephone, email and walk-ins.
• Facilitate ticket sales, will call, and service at windows for all Ford Field events.
• Process back-office ticket orders, applying payments and fulfillment of advance ticket orders.
• Assist with account servicing of season ticket accounts, cancellations, and customer service inquiries.
• Assist with the fulfillment and ticket order processing of group and single event orders.

Nonessential Functions:

• Assists in the general operation of the box office. Assisting with sales process, questions or concerns related to events or customers, handle daily incoming calls, checking messages, and returning calls regarding ticket related needs for all Ford Field events.
• Ability to work well with people; must have exceptional interpersonal skills.
• Must demonstrate a high level of technological competency and proficiency on the ticketing software.
• Attention to detail and organized with cash handling and basic accounting principles.
• Ability to make decisions during high-pressure situations.
• Maintain organization of tasks and event documents.
• Must be able to work a flexible schedule including nights, weekends, and holidays.
• Attendance and punctuality are imperative, as well as adjusting to a flexible schedule to accommodate event hours, on-sale, etc.
• Will accept other responsibilities and duties required by the supervisor consistent with the objectives and essential functions of this position. Such responsibilities shall be incorporated into the position description if they are ongoing.

What We're Looking For:

• College degree preferred.
• Supervisory experience a plus.
• Exceptional customer service, interpersonal, and writing skills.
• Experience and training in sales, cash handling, or banking, whether telephone, retail or professional, very desirable.
• Working knowledge of Microsoft Office products.
• A high degree of technological competence and point of sale experience required.
• A valid Driver's License and a good driving record
• Will adjust schedule as needed to meet work goals and time constraints.