Ticketing Representative

Description

Position Summary

The Ticketing Representative is responsible for providing exceptional customer service and processing ticket sales at the Ruoff Mortgage Stadium Ticket Office during events. This role includes assisting guests with ticket purchases, answering questions, resolving ticketing issues, and ensuring an efficient, welcoming, and positive experience for all guests. This role requires strong customer service skills, attention to detail, and the ability to work independently in a fast-paced, dynamic environment. You will play a key part in creating memorable experiences for every visitor while supporting the overall operations of the Ticket Office.

What You’ll Do

• Provide exceptional customer service to fans at the Ruoff Mortgage Stadium Ticket Office.
• Process walk-up ticket sales at the event-day ticket booth, ensuring accurate and efficient transactions.
• Operate the ticketing system to sell tickets for a variety of events efficiently and accurately.
• Provide event information and respond to guest inquiries via phone or in person.
• Handle cash, credit, and other transactions with accuracy.
• Address ticket-related issues or concerns promptly, ensuring a positive guest experience.
• Participate in the stadium’s emergency procedures and maintain knowledge of venue layout.
• Collaborate with other Guest Services staff and assist with additional tasks as assigned.
• Assist the Director of Ticketing and Ticket Lead with additional duties and responsibilities as needed.

Requirements

Knowledge, Skills and Abilities

• Strong interpersonal, relationship-building, and communication skills.
• Excellent organizational and project management skills, with the ability to multitask and thrive in a fast-paced, team-oriented environment.
• Strong cash handling and basic accounting skills.
• Comfortable using computers, ticketing software, and office equipment.
• Ability to work independently while following established procedures.
• Must be available to work evenings, weekends, and holidays as required.
• Must have reliable transportation to attend meetings, events, and match days.

Experience and Training 

• Minimum  of two years of ticket office experience preferred, experience with a sports team or organization is a plus.
• Experience using ticketing software platforms such as vivenu, SeatGeek, Ticketmaster, or similar systems preferred.
• Demonstrated ability to build and maintain strong client relationships in a competitive, fast-paced environment.
• Previous customer service or retail experience preferred.
• Experience handling cash and operating point-of-sale systems is a plus.
• Personal characteristics: detail-oriented, dependable, professional, and guest-focused.

Physical Demands and Work Environment

Physical Demands:

• Must be able to stand and walk for extended periods during match days and events.
• Frequent use of computers, phone, and other office technology for extended periods.
• Occasional lifting or moving items up to 25 pounds (marketing materials, event signage, promotional items).
• Ability to work both indoors in an office setting and outdoors in varying weather conditions during matches and community events.

Work Environment:

• Typical office setting during regular business hours, with additional duties performed at stadiums, community events, and partner locations.
• Fast-paced, team-oriented environment that requires adaptability, professionalism, and enthusiasm.
• Must be available to work evenings, weekends, and holidays to support events, community engagements, and special events.
• Interaction with fans, partners, and community members in high-energy environments where professionalism and customer service are key.

Job Dimensions

• Reports directly to the Director of Ticketing or Ticket Lead.
• Regularly interacts with external stakeholders such as fans, corporate partners, local businesses, schools, and community organizations.
• Expected to always represent Fort Wayne Football Club and Ruoff Mortgage Stadium as a professional ambassador, upholding the organization’s values and enhancing its reputation within the community.

Bass Road Sports and Entertainment reserves the right to modify, interpret, or apply this job description in any manner the company desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This job description is not an employment contract, implied or otherwise. The employment relationship remains “At Will.” The aforementioned job requirements are subject to change to reasonably accommodate qualified individuals with disabilities. While we thank all candidates for your interest in our company, only those selected for interviews will be contacted. Bass Road Sports and Entertainment is an equal opportunity employer.