Ticket Office Supervisor

ABOUT THE BJCC For over 50 years, the Birmingham-Jefferson Convention Complex (BJCC) has served as a premier entertainment destination attracting a broad array of events across a diverse collection of venues. Centrally located in the heart of Birmingham, Alabama's Uptown Entertainment District, the BJCC campus includes Legacy Arena at the BJCC, Protective Stadium, BJCC Concert Hall, over 220,000 square feet of meeting & exhibition space, and City Walk BHAM, a 31-acre public outdoor space with a dog park, pickleball courts, skate park and much more. For more information visit www.bjcc.org. Summary/Objective The Ticket Office Supervisor will assist in managing the day-to-day box office operations at the Birmingham Jefferson Convention Complex. At the direction of the Ticketing Manager - Customer Care, this position is responsible for selecting, motivating, training, and leading all ticketing and box office personnel as well as ensuring timely and accurate ticketing resolution. Required to work nights, weekends, and holidays as needed. The ideal candidate will possess exceptional guest service skills with the ability to foster strong working relationships with customers, promoters, and staff. Essential Duties/Responsibilities Demonstrates understanding and full performance ability in each of the following: Hires, trains, and develops part-time ticketing staff Promote positive box office morale and conflict resolution. Responsible for all staff communications including but not limited to policies and procedures, event announcements, and event specific details. In tandem with the Ticketing Manager - Customer Care, hosts quarterly staff meeting/training sessions and staff appreciation events. Creates and distributes the monthly schedule for part-time ticketing staff with an aim to ensure all scheduling is accurate and fair. Process weekly payroll for part-time ticketing staff. Provide the highest level of customer service and assure all customer issues are dealt with in an efficient and professional manner. Exercises confidentiality and integrity upon handling personal and financial data for the BJCC and guests. Assist with ticket processing, customer service email and call responses as needed. Develops full knowledge of Ticketmaster system and attends TM webinars to maintain a high level of efficiency. Assists the Ticketing Manager - Customer Care with the preparation of deposits and other daily financial reconciliation as needed. Ensure all box offices are clean and fully stocked before events. Checks ticket stock, computers, printers, supplies, maps, etc. Works events in venues as needed. Supervises box office ticket sellers, to include answering questions, managing will call, providing change, resolving customer and ticketing issues. Performs other duties as required. Competencies Accountability, Interpersonal Skills, Customer Service, Communication, Active Listening, Conflict Management, Job Knowledge, Decision Making & Judgement, Project Management, Detail Orientated, Technical Skills, Financial Administration, Employee Development, Ethics, Business Alignment, Organizational Skills, People Management, Fiscal Accountability, Training and Development Work Environment This position may have a moderate to extensive stress level associated with dealing with crowds of public visitors. The environment is mainly indoors, however position may be required to work outdoors and exposed to the elements (heat, rain, etc.). Physical Demands Duties require extended periods of sitting and/or standing. Moderate amount of physical effort such as walking, standing, climbing, bending, stooping, squatting, and kneeling. Requires walking between venues for extended periods of time during events. Ability to lift up to 30lbs with or without assistance, while maintaining good balance. Must be flexible enough to reach above shoulder level and be able to push and pull for brief periods of time. Visual acuity, speech recognition, and speech clarity. Position Type/Expected Hours of Work This is a full-time position; hours of work must be flexible and varied to meet the demands of the events of the facility. Must be able to work extended and/or irregular hours including day, nights, weekends, and holidays, as needed to meet the event demands. Required Education and Experience Minimum of two (2) years related experience supervising and/or managing a venue box office operation. Minimum of two (2) years related experience handling money and customer relations. Associate degree from an accredited college or university with emphasis in public administration, business management or a related field. Some college with extensive related experience will be considered. Industry certification strongly preferred. Valid State Driver License. Additional Eligibility Qualifications Knowledgeable of Business English and basic mathematical calculations. Excellent interpersonal and customer service skills. Capable of working independently without continuous supervision. Ability to understand oral and written instructions in English. Excellent organizational and time management skills with a proven ability to meet deadlines and an attention to detail. Strong analytical and problem-solving skills. Strong supervisory and leadership skills. Excellent oral communication, written communication, fluency in English, active listening. Ability to demonstrate critical thinking, time management, and deductive reasoning skills. Ability to prioritize tasks and to delegate them when appropriate. Ability to manage multiple projects at once. Ability to anticipate problems and implement immediate corrective actions. Ability to prepare and interpret applicable finance and business reports. Proficient in Microsoft Office software, to include Outlook, PowerPoint, Word, Excel, Teams, and Publisher.