Key Responsibilities and Required Skills for a Ticketing Coordinator

🎯 Role Definition

The Ticketing Coordinator serves as the operational linchpin for all ticketing functions within the organization. This role is responsible for the end-to-end management of the ticket sales process, ensuring a seamless and positive experience for every patron. More than just a sales role, the Ticketing Coordinator is a strategic operator who manages inventory, builds events within complex ticketing systems, handles sensitive customer escalations, and provides critical data for financial and marketing analysis. You are the primary point of contact for ticketing-related inquiries and the go-to expert for internal teams, bridging the gap between front-line sales, event management, and back-end financial reconciliation. Success in this position requires a blend of technical proficiency, exceptional customer service skills, and meticulous attention to detail.

📈 Career Progression

Typical Career Path

Entry Point From:

Box Office Representative / Ticket Agent
Customer Service Associate
Event Assistant

Advancement To:

Ticket Operations Manager or Box Office Manager
Director of Ticketing
Senior Manager, Client Services

Lateral Moves:

Group Sales Coordinator
Event Coordinator
Patron Services Manager

Core Responsibilities

Primary Functions

Oversee the complete lifecycle of event ticketing, from initial event creation and programming within the primary ticketing system (e.g., Ticketmaster, AudienceView, Paciolan) to post-event reporting.
Process and fulfill a high volume of ticket orders for individual, group, season ticket, and VIP package sales across various channels including online, phone, and in-person.
Serve as the first point of escalation for complex customer service issues, resolving problems related to ticket purchases, exchanges, refunds, and seating with empathy and efficiency.
Manage and monitor ticket inventory across all sales platforms to maximize revenue, prevent overselling, and adjust holds for promoters, artists, and internal use.
Execute the setup and maintenance of event manifests, including seating maps, price scaling, ticket types, and promotional codes.
Coordinate the distribution and fulfillment of special ticketing requests, including ADA-accessible seating, ensuring full compliance with legal requirements and company policies.
Act as the primary liaison for third-party ticket vendors and partners, ensuring seamless integration and troubleshooting any API or data flow issues.
Manage on-site box office operations during event days, including supervising part-time staff, handling walk-up sales, and resolving last-minute customer issues.
Process and reconcile daily, weekly, and event-based financial transactions, ensuring accuracy in cash handling, credit card payments, and end-of-day reports.
Administer season ticket holder accounts, managing renewals, seat upgrades, payment plans, and communications to foster loyalty and retention.
Coordinate with the marketing and promotions department to implement special offers, presales, and discount codes accurately within the ticketing system.
Maintain the integrity and accuracy of the customer database (CRM), ensuring patron information is captured correctly for future marketing and communication efforts.
Troubleshoot and provide frontline support for all ticketing hardware and software, including scanners, printers, and point-of-sale systems.

Secondary Functions

Generate and analyze detailed sales reports to track progress against goals, identify sales trends, and provide actionable insights to leadership and marketing teams.
Assist in the development and documentation of ticketing policies and procedures to improve efficiency and the customer experience.
Train and onboard new and seasonal box office staff on ticketing software, sales procedures, and customer service standards.
Collaborate with the finance department to ensure accurate and timely settlement of all event-related revenue and fees.
Support the Group Sales team by building custom ticket packages and managing inventory for large-scale client purchases.
Monitor secondary ticketing markets and report any unauthorized resale activity to management.
Participate in regular inter-departmental meetings to stay informed on event logistics, marketing campaigns, and operational changes that may impact ticketing.
Assist with managing access control and ticket scanning operations on event days to ensure a smooth ingress for patrons.

Required Skills & Competencies

Hard Skills (Technical)

Ticketing Software Proficiency: Extensive experience with at least one major ticketing platform such as Ticketmaster (Archtics), Paciolan, AudienceView, Tessitura, or Eventbrite.
Financial Reconciliation: Strong ability to balance daily sales, process payments, and prepare accurate financial reports.
Microsoft Office Suite: Advanced proficiency in Microsoft Excel is crucial for reporting, data analysis, and tracking.
CRM Management: Experience using and maintaining customer relationship management databases.
Reporting & Analytics: Ability to pull, interpret, and present sales data to stakeholders.
Point of Sale (POS) Systems: Familiarity with the operation and basic troubleshooting of POS hardware and software.

Soft Skills

Exceptional Attention to Detail: Meticulous approach to data entry, order processing, and financial accounting to prevent errors.
Problem-Solving: The ability to think quickly and creatively to resolve customer issues and technical glitches, often under pressure.
Outstanding Communication: Clear, professional, and empathetic communication skills, both written and verbal, for interacting with customers and internal teams.
Customer Service Excellence: A genuine passion for helping people and creating a positive patron experience, even in difficult situations.
Time Management & Organization: Proven ability to manage multiple tasks, prioritize effectively, and meet tight deadlines in a fast-paced event environment.
Composure Under Pressure: The capacity to remain calm, professional, and effective during high-volume sales periods and stressful event days.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or equivalent.

Preferred Education:

Bachelor’s Degree from an accredited college or university.

Relevant Fields of Study:

Business Administration
Hospitality or Arts Management
Marketing or Communications

Experience Requirements

Typical Experience Range:

2-4 years of direct experience in a box office, ticket operations, or a closely related role within the entertainment, sports, or performing arts industry.

Preferred:

Experience in a supervisory capacity within a box office setting is highly desirable.
Direct experience building events from the ground up in a major ticketing system.