Ticketing Support Specials
Blumenthal Performing Arts is a nonprofit arts organization managing six theaters in the city center of Charlotte, NC. The Blumenthal hosts the largest Broadway season in the Carolinas, 16 resident companies, including the Charlotte Ballet and Charlotte Symphony Orchestra, and produces its own festivals such as the Charlotte Jazz Festival and Charlotte International Arts Festival. Blumenthal’s mission is to present the best in the performing arts and in partnership with others, share and employ the arts as a major catalyst to strengthen education, build community cohesiveness and advance economic growth.
Job summary:
Under minimal supervision, plans and executes complex ticketing configuration solutions for single ticket, renewable subscriptions, and package sales for events sold through CarolinaTix, the ticketing system of Blumenthal Performing Arts. This position is hybrid with remote and in-office hours. Reports to the Ticketing Systems Manager.
Duties and responsibilities:
• Oversee event ticketing setup within the ticketing systems, including but not limited to: communication with event host/promoter, coordination of pre-sales, fulfillment of internal ticket requests, season ticket setup, and ensuring compliance requirements
• Work independently with internal and external clients to gather business requirements for ticketed events. Design, plan, and execute ticketing best-practice solutions to ensure accurate and successful on-sale events
• Proactively keeps clients informed of timelines, issues, system outages, functional impacts, and other events which may affect event ticketing
• Configure and maintain events within the ticketing systems to ensure correct on-sale/off-sale times, pricing, controlled public access, public access, ticketing department access, supervisor overrides, client access, and publicly displayed information
• Perform quality assurance checks such as testing event configurations prior to on-sale time. Work with other team members to cross-check event configurations prior to on-sale
• Maintain expert knowledge of all ticketing system event configuration settings, user interfaces, pricing models, public-facing online user dialogs, and reporting tools
• Together with the Ticketing Systems Manager, configure and test the ticketing system to provide the necessary functionality. In some cases, independent research on system functionality may be required
• Work independently with the ticket system software provider (AudienceView) to troubleshoot and correct issues and configuration problems by opening trouble cases with the provider when necessary. Keep the Ticketing Systems Manager and team informed of any opened cases and progress on resolution
• Create, verify, maintain, and distribute reports generated using the ticketing system reporting tool (Business Intelligence or BI) or other reporting tools. Configure and distribute pre-defined reports internally or externally to clients as required for event sales tracking, customer lists, or other business needs
• Update pricing on events
• Communicate event information with internal and external stakeholders
• Review event configuration and change documents (whether internal or external) to ensure the needs of Blumenthal and external clients are met
• Generate event pages on Blumenthalarts.org and CarolinaTix.org websites
• Ensure all events are configured properly during setup to provide accurate reporting of sales, service charges, and taxes
• Utilize the event booking software (Ungerboeck) to confirm events, dates, times, and other pertinent information
• Provide user support to departments and clients accessing the ticketing systems
• Process complimentary and consignment ticket orders for all events and clients
• Research best practices and provide suggestions on improving processes
• Disseminate event updates, technical updates, or procedural changes to the team
• Prioritize and set deadlines for own work to ensure ideal results
• Train and guide other team members as required
• Build Subscription Bundled events for season ticket renewal. Create customer offers/rollovers for season ticket renewal
• Uphold Blumenthal Performing Arts mission through work performed
• Other duties as assigned
Qualifications:
• Minimum requirement of a bachelor’s degree in business or other related field supplemented by two years of general business or customer service experience
• An equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities
• Prior ticketing or live events experience
• Experience with AudienceView (or other Ticket Management System) preferred
• Excellent computer skills with experience using word processing, spreadsheet software
• Proficiency in Microsoft Office 365
• Ability to work remotely with limited distraction and maintain consistent productivity levels
• Business Intelligence reporting / Database query knowledge preferred
• High level of attention to detail
• Customer-focused approach
• Excellent interpersonal and communication skills
Position-specific competencies:
• Relationship building/networking
• Strategic thinking
• Time management
• Ability to interpret business requirements into successful solutions
• Ability to self-test and verify work
• Training and development
• Manage multiple priorities
• Ability to work under pressure
