Note: Not all unique aspects of the job are covered by this job description
The Stanford Ticket Office provides professional and seamless event registration and ticketing services to various university departments, student groups and affiliates. The Stanford Ticket Office supports more than 120 private and public events year-round and provides onsite services at more than 10 venues across campus and the local community. Events include concerts, conferences, film festivals, retreats, seminars, symposia, tournaments, workshops and high profile events featuring national and foreign celebrities and dignitaries. The Stanford Ticket Office is also committed to the Arts and partners with several arts departments including the Stanford Department of Music, Stanford Live and Stanford Jazz Workshop.
The Box Office Manager reports to and works under the direction of the Director of Ticket Services and Operations. The candidate will implement, perform and maintain exceptional ticketing and registration services and continue to build strong customer satisfaction for Stanford University students, departments, and affiliates. The candidate must have demonstrated technical and user experience with ticketing and/or registration software, and comprehensive day-to-day box office event and management expertise. This position is responsible for onboarding and management of all ticket office student and temporary staff. To be successful in this position, the ideal candidate must be team-oriented, have strong time management, organizational, communication, conflict resolution and leadership skills. The candidate must always exhibit a helpful attitude when dealing with clients and customers and be able to accept and respond positively to direction. Evening and weekend work is required.
Perform day-to-day requirements of the job and supervise student and temporary staff.
Responsible for office and event support, managing, training and scheduling student and temporary staff for all shifts, including review and approval of time cards, managing all equipment and change funds.
Provide input in hiring decisions and performance evaluation of student and temporary employees.
Create, maintain, and update ticketing and registration webpages, custom order confirmations and invoices, promo codes, event attendee manifests and reports for a variety of events and departments.
Manage the Tessitura ticketing and point of sale system and other ticketing/registration software platforms and equipment.
Provide technical support and promptly resolve software, network and equipment challenges with assistance from software vendors and university IT staff.
Responsible for bookkeeping and timely submission and payment of invoices for various vendors and clients, ensuring best practices of accounting, reconciliation, sales tracking and reporting are implemented, resulting in quality customer service and timely completion of tasks.
Handle the highest level of escalated and unresolved customer inquiries and issues, including payment issues and chargebacks.
Work closely with others in department to identify and correct problems and make recommendations to pre-empt or mitigate problems that may arise.
Manage correspondence and interactions with customers and clients in person, via phone, email and online chat.
Maintain a clean and organized shared document drive and office at all times (front counters, event poster display, main office area, supplies and equipment).
Other duties as assigned by the Director of Ticket Services and Operations.
Education and Experience:
Bachelor's degree and three years of relevant experience, preferably in event ticketing/registration or combination of education and relevant experience.
Knowledge, Skills and Abilities:
Proficiency in event ticketing and registration systems is highly desirable but not required if candidate demonstrates ability to quickly learn and master point of sale systems as well as other software systems and tools.
Minimum of one year experience with supervising and scheduling staff and three or more years of customer service.
Must possess strong written and oral communication skills.
Experience in accounting, cash handling, finance, and audit procedures.
Must work evenings and weekends on a regular basis.
Demonstrated superior customer service and interpersonal skills, and the ability to diplomatically interact with various STO constituents.
Demonstrated ability to multi-task and prioritize own work and projects.
Demonstrated excellent organizational, time management and problem-solving skills.
Ability to routinely and independently exercise sound judgment in decision making.
Demonstrated experience working independently and as part of a team.
Proficiency in Microsoft Office Suite (in particular intermediate to advanced Excel skills).
Strategic thinking that can drive multiple, concurrent projects to completion and meet all deadlines.
Rarely lift/carry/push/pull objects that weigh 11-20 pounds. * Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.
Frequent work on evenings and weekends.
Work extended hours when needed. WORK STANDARDS:
Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu.
Why Stanford is for You
Stanford's dedicated 16,000 staff come from diverse educational and career backgrounds. We are a collaborative environment that thrives on innovation and continuous improvement. At Stanford, we seek talent committed to excellence, driven to impact the future of our legacy, and improve lives on a global sphere. We provide competitive salaries, excellent health care and retirement plans, and a generous vacation policy, including additional time off during our winter closure. Our generous perks align with what matters to you:
Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.
A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
A healthier you. Climb our rock wall, or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
Discovery and fun. Stroll through historic sculptures, trails, and museums.
We invite you to apply for this position. To be considered, please submit a cover letter and resume along with your online application. Your detailed cover letter should describe your interest in the position and what skills, abilities, and experiences you would bring to it.
Job Code: 4624
Location: Office of Public Affairs, California, United States Schedule: Classification Level:
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
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Located between San Francisco and San Jose in the heart of Silicon Valley, Stanford University is recognized as one of the world's leading research and teaching institutions. Leland and Jane Stanford founded the University to "promote the public welfare by exercising an influence on behalf of humanity and civilization." Stanford opened its doors in 1891, and more than a century later, it remains dedicated to finding solutions to the great challenges of the day and to preparing students for leadership in a complex world. The University's thriving diverse community is comprised of nearly 7000 undergraduate students, 9000 graduate students, 2000 faculty members, 1900 postdoctoral scholars, and over 11,000 academic and administrative staff in seven schools including several interdisciplinary research centers and institutes. The campus spreads over 8000 contiguous acres and nearly all undergraduates live on campus. Stanford offers bachelor's and master's degrees in addition to doctoral degrees (PhD, MD, DMA and JD) plus a number of professional and continuing education programs and certifications. More at http://facts.stanford.edu and http://www.stanford.edu. Stanford University is an ...equal opportunity employer and is committed to increasing the diversity of its faculty. It welcomes nominations of and applications from women, members of minority groups, protected veterans and individuals with disabilities, as well as from others who would bring additional dimensions to the university’s research, teaching and clinical missions.