Job Title: Ticket Operations Coordinator

Department: Ticket Operations

Reports To: Manager, Ticket Operations

Status: Non-Exempt
 

This role is a part of the one-year Mariners Development Program that provides training, mentorship and professional development. The projected end date is December 2026. Top performing Ticket Operations Coordinators are considered for available opportunities upon completion of the program.

 

Primary Objective:

Provide high-touch customer service to internal and external customers, ensuring best practices for policies, procedures, programs and communication across all ticketing and service platforms.

Essential Functions:

• Uphold an extraordinary level of customer service to internal and external customers.

• Serve as an expert to all stakeholders on ticket office policies and procedures.

• Assist Ticket Sales department with processing of Season Tickets, Groups and Suite Sales in a fast-paced, high-volume environment.

• Receive inbound phone calls and e-mails. Resolve customer inquiries, effectively communicating solutions in a professional and timely manner.

• Assist Manager of Ticket Operations with gameday duties including, but not limited to, supervision of event staff, assisting with customer service and addressing ticketing-specific issues around the ballpark.

• Troubleshoot Ticketmaster Account Manager, the MLB Ballpark App and other fan-facing software.

• Using Microsoft Dynamics 365 CRM and Archtics ticketing system, maintain electronic records of all customer interactions. Demonstrate the ability to navigate and successfully use all job-related systems.

• Activate and redeem gift card orders in a timely fashion. Fulfill gift card reporting as needed.

• Integrate and test new technology developments into current processes.

• Support high-level club initiatives and business strategies and make actionable and insightful recommendations for new products and enhancements.

• Always represent the organization in a positive and professional manner.

• Will perform other duties as assigned.

Education and Experience:

• College graduate from a four-year college/university with a desire to learn and achieve in a highly competitive environment. Equivalent, relevant work experience may be considered in lieu of formal education, if approved by management.

• Previous customer service experience including demonstrated ability to take decisive action and quickly resolve customer issues, problem solve, troubleshoot and answer questions. Customer advocate who goes above and beyond to create customer delight.

• Prior experience working with ticketing software in a live entertainment environment and/or experience/skills in staff supervision, mentoring and team building a plus.

Physical Activities and Working Conditions:

• Ability to work flexible hours including evenings, weekends, some holidays and event nights, prior to gate opening through closing of the facility.

• Must be able to stand and/or sit for duration of shift.

• Must have functional manual dexterity to manage Point of Sale systems and technological devices.

Compensation Rate/Range:

The anticipated pay for this seasonal role is $25.50 per hour. The Mariners also provide a robust and unique offering of perks and benefits including paid public transportation, concession and merchandise discounts, special access to baseball games and other public events, and a number of exclusive employee incentives. All perks are subject to eligibility requirements and availability and may be modified or amended from time to time.