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 Assistant Box Office Manager will assist in managing the day-to-day operations of the Box Office within the scope of generally accepted procedures and practices for the BJCC facilities including Legacy Arena, Protective Stadium, BJCC Concert Hall and etc., as necessary.
Primary responsibilities include exercising discretion with ensuring sale of tickets for events at the BJCC are efficient, accurate, and customer friendly. Manages event builds of assigned shows on Ticketmaster and maintains through day of show, along with other ticket office functions to ensure over the counter sale of tickets for public events are efficient and accurate. Assist with building certain events on TM host and Archtics as directed by Box Office Manager. Supervises and directs the Box Office Assistant for daily operation of the Box Office, Concert Hall, and Exhibition Hall events, etc. Prepares for on sales and pulls tickets for promoters when necessary. Oversees Central Ticket Office in absence of Box Office Manager.
Essential Duties/Responsibilities
Demonstrates understanding and full performance ability in each of the following:
- Develops full knowledge of Ticketmaster system and attends TM webinars to maintain a high level of efficiency, to include – Digital ticketing, Platinum, VIP, Fan Club, Exchange, Groupon, etc.
- Assist with building events in Ticketmaster Host & Archtics as assigned by Box Office Management.
- Works events in all venues as needed
- Ensures deposits form income for ticket sales are made in a timely manner.
- Acts as one of the primary contacts for promoters related to ticketing, to include but not limited to, making recommendations for sell and setup of events on Ticketmaster, maintaining events, pulling tickets, working show days, and running reports.
- Prior to event on sale saves holds, audits, evals and event map to text documents and stores in event folder on internal network.
- Provides oversight and consultation to the promoter for all on sale info, maps, scaling, coupons, prices etc.
- Checks and verifies accuracy of Evals on events prior to on sale; with priority being given to service fees and event financials.
- Assists in maintenance of event journals and logs event activity such as pricing, hold activity, tickets pulled, event changes, etc. into shard network drive.
- Pulls tickets for promoters when necessary.
- Creates scaling and distributes to box office staff, marketing, Ticketmaster, and promoters.
- Sends daily audits, t-counts, audits, etc., to promoters when necessary, and/or set up promoters to receive ticket counts as requested.
- Updates internal report sheets after each show worked per department policies.
- Verifies that ticket sellers are kept in supply of maps, ticket types, and all information needed to ensure accurate ticket sales at all times.
- Ensures appropriate box office is clean and fully stocked prior to working an event. Checks ticket stock, computers, printers, supplies, etc.
- Assisting with group sales and various duties deemed necessary in absence of other box office staff.
- Throughout the year other related duties may include Special Event Promotions, VIP Ticket Sales, Group Sales, Marketing, and other promotional events.
- Supervises ticket seller staff as required at the direction of the Box Office Manager.
- Supports overall development of ticket sellers as directed by Box Office Manager in participating in ticket seller training and coaching and mentoring sellers.
- Make independent decisions to resolve customer service issues/complaints, including refunds, lost tickets, will call discrepancies, etc.,
- Administrates the full range of ADA customer services for seating issues, concerns, changes, etc.
- Performs other duties as required.
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. Knowledge of convention center venues is strongly preferred. Must possess extensive of box office operations and Ticketmaster; maps, reclass, accounts, etc. Experience with Archtics Season Ticketing strongly preferred.
- 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. 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 skill.
- 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.
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