Departmental Assistant - Ticket Sales & Service Coordinator

Apply now Job no: 500511
Work type: Hourly
Campus: UMass Amherst
Department: Athletics
Pay Grade: No Pay Grade
Categories: Athletics

About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.


Job Summary

Responsible for assisting with all retention and group sales efforts for Athletics. Responsible for the training and supervision of student employees and non-student employees as assigned.  Work game days to fulfill ticketing logistics and group experiences. Serve as a liaison with donors and season ticket holders to UMass Athletics.  Responsible for the financial reconciliations of Athletic Ticket Office.


Essential Functions

  • Conduct 60 proactive, outbound sales calls each day in the lead up to the start of hockey and basketball seasons.
  • Primary focus on season ticket holder retention, and group sales opportunities.
  • Coordinate all monitoring, logistics, and day of game fulfillment for group ticket purchasers
  • Oversee student employees in responding to customer inquiries including, but not limited to season ticket seat assignments, seating upgrades, general ticket office policies, away game ticket sales and post-season ticketing.
  • Train new employees in ticket office policies and procedures, software applications, and customer service best practices.
  • Verify the daily sales of all student and non-student staff, including sales office personnel, and maintain an over/short log in accordance with University policy.
  • Assist with the fulfillment of season ticket holder benefits/retention program to include special events, gifts/benefits, and promotional/discount offers.
  • Create and implement customer service initiatives in conjunction with season ticket retention and group sales program.
  • Use customer relations management software to document all special requests, complaints, suggestions and general comments related to season ticket holder retention program and ticket office procedures and prepare related reports.
  • Serve as a liaison with the marketing office in terms of promotions and group sales.
  • Manage the ticket operation for women’s basketball, men’s lacrosse, and other sports as assigned.  Duties include, but are not limited to: coordinate game day ticket sales, oversee will call, oversee the complimentary ticket process, and supervise all game day ticket staff.
  • Fill ticket orders using Spectra ticket software.
  • Import donation data to Paciolan and update priority points as needed for priority seating, parking, away games ticket requests, etc…
  • Update and distribute ticket sales report tracking sales by location, type, method of payment including year over year comparison.
  • Oversee student parking program for football games.  This includes creation of request form, verification/allocation and delivery of all passes and all aspects of customer service related to student parking.
  • Assist Minutemen Club staff in addressing all inquiries related to priority seating, seating upgrades, parking benefits, etc. and process donation payments/fulfill benefits as needed.
  • Assist in the distribution process of complimentary tickets related to UMass student-athlete guests, official and unofficial visit pass lists, and UMass Athletic Department staff tickets.
  • Assist in addressing all customer complaints and discrepancies.
  • Responsible for strict adherence to NCAA, conference, University, State and Federal rules and regulations.


Other Functions

Perform other duties as assigned.


Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

  • Bachelor’s degree in sport management or related field required.
  • Customer service experience required.
  • Excellent oral and written communication skills.
  • Excellent interpersonal and organizational skills.
  • Basic computer skills including familiarity with Microsoft software (Outlook, Excel and Word).
  • Ability to multi-task and work in fast-paced environment.
  • Ability to work flexible schedule including evenings and weekends as needed.
  • Moderate to high movement and activity required; responsibilities include extended periods of standing.


Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

  • Experience working in an intercollegiate athletic department or with a professional sports team.
  • Previous supervisory experience.
  • Knowledge of computerized ticketing software; Paciolan preferred.
  • Knowledge of NCAA rules & regulations.


Physical Demands/Working Conditions

  • Ability to multi-task and work in fast-paced environment.
  • Ability to work flexible schedule including evenings and weekends as needed.
  • Moderate to high movement and activity required; responsibilities include extended periods of standing.


Additional Details

Appointment period is for 42 weeks only. 


Work Schedule

Generally M-F with hours varying depending on demands of the position; nights and weekends may be required.


Salary Information

$13/hr, 40 hours/week for a total of $21,840 over 42 weeks employment. 


UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, or genetic information in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University.  To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans.  It is the policy of the UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.

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The University of Massachusetts is an Equal Opportunity/Affirmative Action, Title IX employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, ancestry, age over 40, protected veteran status, disability, sexual orientation, gender identity/expression, marital status, or other protected class.