Expectations:
Manager of Ticket Operations is responsible for all aspects of ticket operations including ticket revenue received and control of ticket inventory for all Chicago Fire and Toyota Park events. This position also acts as a liaison between Ticket Sales, Fan Relations and TOYOTA PARK. This position is also responsible for delivering the highest level of customer service possible to all internal and external customers, including management of game day staff (part-time and any temporary employees hired by Chicago Fire Soccer and TOYOTA PARK).

Job Responsibilities:

• Communicate openly and directly with the Sr VP, Sales & Marketing, Director of Sales, Sr Manager of Season Ticket Services on all aspects of ticket operations. Also communicates the GM on all aspects of ticket services for Toyota Park events.
• Develop and maintain a strong “Customer Service” culture with Ticket Operations and day of game box office staff
• Exemplify the core characteristics of a strong service culture e.g. strong interpersonal skills, prompt and professional follow-through, openness to new ideas and suggestions, as well as exhibiting constant “Fire” enthusiasm toward internal and external contacts
• Foster and maintain a collaborative relationships across all departments within the organization
• Recruit, hire, train and supervise Ticket Operations Coordinators
• Supervise and coordinate game day ticket sellers and will-call window pick ups
• Train Ticket Operations employees in the TicketMaster Systems (Archtics & Host)
• Create ticket manifests in the TicketMaster Systems (Archtics & Host)
• Complete reports as needed including but not limited to, ownership/league reports, weekly finance reports, ticket revenue reports, FSE reports and game statements. Maintain a working knowledge of all reconciliation, ticketing and finance reports.
• Print tickets, fulfill ticket orders and delegate ticket printing responsibilities to the Ticket Operations Coordinators
• Assist the Sr VP, Sales & Marketing with the annual Ticket Operations budget process and manage expenses accordingly
• Track and balance all credit card sales for each event, all income received from ticket sales (on a daily and weekly basis), and deposit all revenue received from checks and cash
• Generate invoices for premium seating sales and season ticket sales
• Assist internal customers (e.g. Director of Sales, Sales Managers and Manager of Fan Relations) with report requests and the acquisition of data/lists from TicketMaster
• Teach all necessary report building skills when required
• Maintain direct contact with outside promoters for all ticket service needs
• Manage Right of First Refusal offers to Club seat holders
• Manage and control group and season ticket inventory
• Issue tickets and secure payments for all consignment orders
• Order supplies for Ticket Operations (ticket stock, forms, ticket vouchers, invoices)
• Issue complimentary tickets to local and national sponsors
• Track and issue complimentary tickets used by all departments
• Work with team administrator to coordinate the disbursement of player tickets
• Resolve all ticket related concerns and manages main ticket office sales
• Approve and check ticket order forms for all sales programs
• Perform other duties as assigned by the Sr VP, Sales & Marketing

Qualifications:

• Three to five years experience with TicketMaster Systems (Archtics & Host) preferred
• Experience handling cash and balancing accounts is required
• Bilingual (English & Spanish) language skills strongly preferred
• Bachelor’s degree preferred
• Excellent interpersonal, communication, customer services and organization skills
• Willingness to learn in a fast paced environment
• Strong computer proficiency
• Ability to work flexible hours, including but not limited to evenings, weekends and holidays

The Ticket Operations Coordinator assists with all aspects of ticket operations. Primary responsibilities include printing tickets, fulfilling ticket orders and running payments.

Job Responsibilities:

• Print and pay all tickets within the Chicago Fire/Toyota Park box office
• Balance all income received from ticket sales/single event daily
• Learn all aspects of the TicketMaster Archtics & Host ticketing systems
• Provide various Archtics reports as requested
• Issue and track all local and national sponsor ticket and all complimentary ticket requests
• Track all coupons, vouchers and special promotions
• Coordinate all group holds for events within the Archtics & Host systems
• Generate invoices for various departments when requested
• Assist with Will Call responsibilities and needs day of game
• Manage main box office on day of events- customer service window
• Train employees on the Ticketmaster Archtics & Host Systems
• Order supplies for Ticket Services department
• Assist in resolving any ticket related concerns
• Manage main office ticket sales
• Provide excellent customer service when dealing with all customers - both external and internal
• Build a positive work environment in the box office
• Maintain strong relationships with all Chicago Fire and Toyota Park staff

Qualifications:

• Bachelor’s degree required
• Bilingual (English & Spanish) language skills strongly preferred
• Excellent interpersonal and communication skills
• Willingness to learn in a fast paced environment
• Aility to work flexible hours, including but not limited to evenings, weekends and holidays
• Strong computer proficiency
• Experience handling cash and balancing accounts is a plus!

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