Ticket Captain

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Posting End Date

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

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There are 2 vacancies for this position.

At UBC we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research innovation and learning for all faculty staff and students. Our commitment to employment equity helps achieve inclusion and fairness brings rich diversity to UBC as a workplace and creates the necessary conditions for a rewarding career.

Job Summary

Concierge Services at the Chan Centre for the Performing Arts provides exceptional guest service. The Ticket Captain supervises staff and performs a variety of ticketing related duties serving three venues including the 1300 seat Chan Shun Concert Hall the 275 seat Telus Studio Theatre and the 160 seat Royal Bank Cinema. The ticket captain supports the efficient running of Concierge Services (customer service) for the Chan Centre with the goal of increasing patron satisfaction loyalty and retention and is responsible for ensuring that all ticket staff are prepared to support patron enquiries. Ticket Captains provide a range of customer service training and will respond to a range of routine and complex commercial and academic ticket clients as required.

Organizational Status

Reports to the Manager Patron Services. Works closely with Chan Centre management and staff. Supervises hourly Concierge Services staff (Ticket Sellers)

Work Performed

• Coordinates a high level of customer service processes and delivery with a focus on supervising call centre and event-based ticket seller staff.

• Supervises Ticket Sellers and may have input into hiring training performance development and evaluation of staff.

• Remains current and knowledgeable about Chan Centre events Subscription Packages Membership options Single Ticket and Group Sales policies and practices promoting each where appropriate.

• Investigates and solves patron problems that have been passed on by Ticket Sellers or Management.

• Troubleshoots any routine technical problems related to Ticketing System Printing and/or Payment Processing. Escalates more complex ticketing system issues to the Ticket Coordinator.

• Effectively investigates and resolves patron complaints in a calm non-confrontational manner and by exercising patience and sound judgment.

• Position includes outbound courtesy calling to patrons regarding concert changes subscription and membership renewals and member perks.

• Remain current with legislative training as it pertains to customer service (i.e. Accessible British Columbia Act (ABCA).

• May assist Ticket Sellers with monitoring and responding to emails calls and messages that come into the Concierge Services Helpline.

• Performs duties of Ticket Sellers when required including provides a premium level of ticket related customer and ticket sales services.

• Looks to identify the barriers and potential opportunities for patrons through improved services. Makes recommendations for improvements.

• Maintains ticketing database (key entry) and ensures accurate information for all accounts including booked orders and Customer Service Issues (CSI) notes.

• Creates and documents effective patron service procedures policies and standards. Supports Manager Patron Services with training of ticket sellers.

• Continuously looks to improve patron services through quality service standards and effective service processes.

Consequence of Error/Judgement
Errors could have serious impact on relations with users and patrons and negatively affect the reputation of the Chan Centre and the University in lost revenue. Errors in judgement could result in low staff morale dissatisfied patrons and/or safety issues. Errors in completing payment transactions could result in shrinkage and loss of revenue to the Chan Centre.

Supervision Received
Works under the general supervision of the Manager Patron Services.

Supervision Given
Supervises Ticket Sellers and may have input into hiring training performance development and evaluation of staff.

Minimum Qualifications
High school graduation. A minimum of four years experience in professional ticket office sales.

- Willingness to respect diverse perspectives including perspectives in conflict with ones own

- Demonstrates a commitment to enhancing ones own awareness knowledge and skills related to equity diversity and inclusion

Preferred Qualifications

• Previous experience using the AudienceView ticketing system preferred.

• An understanding of basic computer skills and the Windows operating system.

• Demonstrates ability to communicate effectively verbally and in writing.

• Ability to deal with a diversity of people in a calm courteous and effective manner.

• Ability to exercise tact diplomacy sensitivity and discretion in dealing with a diverse range of patrons.

• Ability to effectively train supervise and motivate employees.

• Ability to cover flexible shift times. Must be able to work irregular hours and be willing to respond to on-call demands including evenings and weekends.