Lead the Texas Sales and Services team to improve the efficiency and effectiveness of the customer experience, and focusing on strategies designed to move available ticket inventory for all ticketed sports and home events.
Lead, monitor and manage progress of sales and service teams towards goals and objectives. Responsible for daily supervision and training of customer service and sales teams. Collaboratively develop sales goals and implement ideas, programs and strategies to sell a variety of ticket products (season, mini plans, groups, etc.) for all ticketed sports. Further develop and continue to implement effective lead management strategy. Monitor inbound and outbound customer activity and adapt to changes in call volume, emails or chats to effectively delegate to team; manage workload among service and sales teams. Ensure all service requests and sales inquiries are resolved in a timely manner. Resolve escalated issues in a timely and professional manner staying within the Texas Athletics ticketing policies. Ensure sales and service staffs have strong knowledge of fundraising, seat contributions and related benefits linked to seating assignments; understand ticket policies and procedures including (but not limited to) parking Ballena seat assignment process, letterwinner ticket policies, stadium and venue policies, and donor loyalty point system. Responsible for overseeing the consistent staff use, the accurate entry of data and account information into all related ticketing systems including CRM, Paciolan, and other systems as needed. Collaborate with ticket office on ticket product renewal and sales timelines, setup of TSS ticketing system access including active seasons, products, pricing, and promotions. Assist in the development of regular, efficient and effective sales reporting that includes but is not limited to individual sales, team progress toward goals, lead management, timely handling of phones, email, Website alive, Salesforce cases, etc. Assist in the development of promotional calendars and ensure accurate team communication of promotional efforts to customers. Constantly work to improve accuracy, effectiveness, and efficiency in communicating with fans. Regularly monitor sales information on web for accuracy. Collaborate with and inform internal staffs regarding pricing changes and messaging regarding ticket sales calendars. Assist in the development of messaging designed to improve the fan experience and inform fans about ticket on sales, promotions, ticket policies, etc. Make decisions in the best interest of and in alignment with the goals of Texas Athletics.
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