How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Job Summary

Facilitate special ticket arrangements, outreach, and promotions targeted to different types of groups. Provide ticketing support throughout the sales process.  Oversees group order fulfillment for subsidiary organizations for which UMS is the contracted ticket seller.  Assists in the coordination of operations for a multi-faceted ticket office, including reconciling daily office receipts, supervising front-line staff, and working evening and weekend performances as a performance ticket office lead. 

Responsibilities*

(70%) Group order fulfillment and community engagement support

•  Work with the UMS Marketing department, UMS Learning and Engagement department, and the UMS Development department to facilitate special ticket groups and provide follow through with those departments. 
• Build and manage all group-related promotion codes 
• Collaborate with the UMS Campus Engagement Specialist to effectively manage ticket programs for university courses, including communication with professors and students, coordinating payments and ticket distribution, and keeping UMS Patron Services staff informed of class ticketing groups attending performances 
• Collaborate with the UMS Associate Director of Learning and Engagement to effectively manage ticket programs for K-12 field trips (known as School Day Performances) including seating charts, tracking of payments, and fulfillment of orders from K-12 field trips. 
•  Maintain a system of tracking the group sales from initial contact through invoicing, payment processing, ticket delivery and attendance 
• Process inter-university payments across departments and coordinate with UMS Finance 
• Assist in the development of sales literature and emails to support targeted sales efforts; coordinate mailings and email campaigns to current and prospective clients for large ticket sales and/or special promotions to their communities/networks 
• Utilize office technologies, including Tessitura software, to streamline ordering processes for groups 
• Ensure fulfillment of inbound group ticket sales requests for the School of Music, Theater, and Dance (SMTD), the Ann Arbor Summer Festival and any other outside organizations for which UMS is the contracted ticket seller 
• Communicate group ticket promotions and groups information to rest of Patron Services team 

(30%) Patron services office leadership/supervision 

• Assist in the enforcement of Patron Services departmental policies and procedures as it pertains to order processing, IT/financial security, customer service initiatives, and internal office guidelines 
• Contribute to the day-to-day management of the Patron Services Office by supervising, training and delegating tasks to student staff
• Assist front line staff in ticket sales and troubleshoot patron concerns that arise either in person or by phone 
• Ensure opening and closing procedures are completed and periodically perform End of Day reporting duties 
• Serve as performance Ticket Office lead as needed

Required Qualifications*

• Experience with CRM software 
• Experience in performing arts marketing, box office sales, customer service or ticket administration and group sales preferred  
• Organized and motivated to take initiative and work independently 
• Outstanding communication and interpersonal skills on the phone, over email, and in person 
• Ability to work a flexible schedule including evening and weekend hours 
• Valid driver?s license and the ability to operate University vehicles is required 
• This position requires considerable use of arms and legs and activities such as balancing, walking, and the moving of materials, which at times weigh as much as 50 pounds to elevated locations 
• Strong knowledge of standard office software including Excel, Word, PowerPoint, and Google tools 

Desired Qualifications*

• Outgoing, confident, driven personality that enjoys connecting with new people 
• Commitment to excellent customer service 
• Ability to troubleshoot software or customer service issues in high pressure situations 
• Knowledge and interest in performing arts and the Ann Arbor and University of Michigan arts communities helpful 

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.