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Event Operations: Provide frontline, hands-on customer service at events as scheduled, including Access Management support for the Guest Services team. Respond to guest ticketing inquiries and engage with guest feedback in direct and public messaging through all communication channels. Conduct real-time and follow-up resolution of ticketing issues. Conduct customer service de-escalation and follow up on negative customer service interactions. Participate in the event day settlement of audits and internal event settlements.Student Ticket Seller Management: Recruit, train, schedule, and execute performance evaluations for student ticket staff for all Texas Performing Arts ticketed events and public ticket office hours. Create and maintain event support documents and training materials with the Director of Ticketing.Ticket Office Management: Assist in the day-to-day ticketing operation, including phone and web sales, refunds and exchanges, customer inquiries, and scheduled or on-demand reporting. Assist the Director of Ticketing in executing a frictionless ticketing experience for customers with a focus on creating a great guest experienceGroup Sales: Process Group Sales requests with concierge-level service. Work with the Director of Ticketing to manage inventory and offers. Collaborate with the TPA Marketing and Education and Enagement teams, and Broadway Across America Group Sales to ensure continuity in communication and inventory management.Perform other related functions as assigned. This job description may not be include of all assigned duties, responsibilities, or aspects of the job described.Required QualificationBachelor's degree with at least three (3) years of ticketing experience in a performing arts, entertainment, events, or athletics venue.Demonstrated experience managing advanced functions of an enterprise-level professional event ticketing system such as Paciolan, Tessitura, or Ticketmaster.Demonstrated passion for delivering memorable guest experiences and creating a culture of hospitality.Demonstrated management-level proficiency with ticketing systems and processes including audits, sales, membership, and donation processing.High level of proficiency with office technology such as Excel, PowerPoint, Word, Outlook, Slack, and Zoom. Effective Communications: Demonstrated understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.Accuracy and Attention to Detail: Demonstrated understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.Service Excellence: Demonstrated knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.Problem Solving: Demonstrated knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to various situations.Relevant education and experience may be substituted as appropriatePreferred QualificationsExperience with ticketing operations in an organization that focuses on member services and fundraising.Demonstrated experience with key guest service concepts including service strategy design, exceptional service delivery, and recovery from service failures.Experience in a large, complex, or public organization such as in institution of higher education or similar setting.More than the minimum required years of experience.Technical skills including data analytics, dashboard creation, and report writing.Experience working effectively with outside event promoters, visiting productions and artists, or other types of outside event partners.Fluency in a language other than English.Experience managing part time an student employees.Interest in and strong commitment to the mission and programs of Texas Performing Arts.Familiarity with Texas Performing Arts venues; familiarity with Austin-area venues.Relevant professional education or credentials.Salary Range$55,000+, depending on qualifications.Working ConditionsThis position is based in Austin, Texas and works 100% on-site at Texas Performing Arts on the UT Main Campus.Repetitive use of a keyboard at a workstation. Prolonged screen time.Physically able to lift and carry objects up to 40 pounds.Work with sensitive and confidential information, under pressure of rigid deadlines and time limitations, and with overlapping projects.Regular and punctual attendance at workplace with flexibility for early morning, evening and weekend work related to performances and special events.Ability to maintain professional demeanor under pressure and in customer service interactions.Work ShiftStandard 9am 5pm office hours.Early morning, evening and weekend work is required in relation to performances and special events. A compensatory time program is provided.Occasional work-related travel may be required.Required MaterialsCover letter detailing interest in and qualifications for this specific opportunity.3 work references with their contact information; at least one reference should be from a supervisor.References will not be contacted without prior approval of the candidate.Work samples may be requested if applicant advances to the interview stage.Importantfor applicants who are NOT current university employees or contingent workers:You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure thatALLRequired Materials have been uploaded. Once your job application has been submitted, you cannot make changes.Important for Current university employees and contingent workers:As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questionspresented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.