Ticketing Representative Lead

Job Description

Job Description

Description:

Position Summary

The Ticketing Representative Lead is responsible for overseeing ticket office operations during events to ensure guests receive an exceptional experience. This role serves as a primary point of contact for guest inquiries and provides support and guidance to ticket office employees throughout each shift. The Ticketing Representative Lead assists with daily ticket office functions, monitors ticket sales and transactions, resolves customer concerns, and helps maintain an organized and efficient work environment. This position works closely with ticket office management and other event staff to ensure smooth operations, accurate ticket processing, and a positive experience for all guests attending events at Ruoff Mortgage Stadium.

What You’ll Do

• Provide world-class customer service to guests at the Ruoff Mortgage Stadium Ticket Office.
• Oversee ticket office operations during events to ensure efficient processes and a positive guest experience.
• Sell walk-up tickets and assist guests with ticket purchases, exchanges, reprints, and general inquiries.
• Provide guidance and support to ticket office representatives throughout each shift.
• Resolve guest concerns and ticketing issues in a timely and professional manner.
• Operate ticketing software and point-of-sale systems to process transactions accurately.
• Assist with cash handling, transaction reconciliation, and ticket office opening and closing procedures.
• Coordinate with event staff and other departments to address guest needs and support smooth event operations.
• Assist with training ticket office employees and ensuring compliance with ticketing policies and procedures.
• Assist the Director of Ticketing with additional duties and responsibilities as needed.

Knowledge, Skills and Abilities

• Must be available to work evenings, weekends, and holidays as required.
• Demonstrate strong interpersonal, relationship-building, and communication skills.
• Possess strong project management and organizational skills, with the ability to multitask and thrive in a fast-paced, team-oriented environment.
• Must have reliable transportation to attend meetings, events, and match days.

Experience and Training

• Bachelor’s degree in Business, Sports Management, Marketing, Communications, or a related field preferred.
• Minimum of two years of ticket sales experience, preferably with a sports team or organization.
• Experience with ticketing software platforms such as vivenu, SeatGeek, Ticketmaster, or similar systems preferred.
• Demonstrated ability to build and maintain strong client relationships in a competitive, fast-paced environment.

Physical Demands and Work Environment

Physical Demands:

• Must be able to stand and walk for extended periods during match days and events.
• Frequent use of computers, phone, and other office technology for extended periods.
• Occasional lifting or moving items up to 25 pounds (marketing materials, event signage, promotional items).
• Ability to work both indoors in an office setting and outdoors in varying weather conditions during matches and community events.

Work Environment:

• Typical office setting during regular business hours, with additional duties performed at stadiums, community events, and partner locations.
• Fast-paced, team-oriented environment that requires adaptability, professionalism, and enthusiasm.
• Must be available to work evenings, weekends, and holidays to support events, community engagements, and special events.
• Interaction with fans, partners, and community members in high-energy environments where professionalism and customer service are key.

Job Dimensions

• Reports directly to the Director of Ticketing.
• Regularly interacts with external stakeholders such as fans, corporate partners, local businesses, schools, and community organizations.
• Expected to always represent Fort Wayne Football Club and Ruoff Mortgage Stadium as a professional ambassador, upholding the organization’s values and enhancing its reputation within the community.

Bass Road Sports and Entertainment, LLC d/b/a Ruoff Mortgage Stadium reserves the right to modify, interpret, or apply this job description in any manner the company desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This job description is not an employment contract, implied or otherwise. The employment relationship remains “At Will.” The aforementioned job requirements are subject to change to reasonably accommodate qualified individuals with disabilities. While we thank all candidates for your interest in our company, only those selected for interviews will be contacted. Bass Road Sports and Entertainment is an equal opportunity employer.