POSITION TITLE: Ticket Operations Coordinator
DEPARTMENT: Tickets
REPORTS TO: Manager of Ticket Operations
POSITION LOCATION: Indianapolis, IN
FLSA STATUS: Exempt
WORKER CATEGORY: Full-Time
COMPANY SUMMARY:
Penske Entertainment is a leading provider of world-class sports and entertainment. The organization consists of three prominent entities:
- Indianapolis Motor Speedway is the world’s largest spectator sporting facility and annually hosts the world’s most prestigious auto race: the Indianapolis 500 presented by Gainbridge.
- INDYCAR is the Indianapolis-based governing body for North America's premier open-wheel auto racing series, the NTT INDYCAR SERIES, and its developmental series, INDY NXT by Firestone.
- IMS Productions is a multifaceted broadcast and multimedia division that helps bring INDYCAR and IMS events to life for global audiences.
The Penske Entertainment experience is fast-paced, diverse and impactful. Through its business units, the organization reaches audiences on an international scale, focused on delivering exceptional experience from start to finish. Employees of Penske Entertainment are challenged daily in a demanding, yet rewarding environment that is best suited for dedicated professionals who want to reach their ultimate potential amid the excitement, tradition, and pageantry of the World’s Greatest Race Course and the premier open-wheel racing series.
POSITION SUMMARY:
The primary function of the Ticket Operations Coordinator is to provide support for all ticket department activities for each major IMS event: INDYCAR Grand Prix, Indianapolis 500 and Brickyard Weekend, as well as all other ticket-related events.
SPECIFIC DUTIES:
- This role has a primary focus on ticket sales, service and operations.
- Customer Service
- Provide all guests a positive first impression of the Indianapolis Motor Speedway by offering superior, individualized guest service.
- Communicate positively with guests via telephone, face-to-face, email and online chat to establish their needs efficiently and provide accurate information regarding all IMS events.
- Provide exceptional customer service to all internal and external clients.
- Ticket Sales and Service
- Learn and utilize the IMS computer ticket system (SCORE), as well as other technology programs and applications to help our customers with sales, fulfillment and renewals.
- Aid guests with the purchase and distribution of tickets, parking and any applicable add-on products.
- Manage cash and credit cards responsibly and accurately, with the ability to balance monies by batch to submit to Financial Coordinator.
- Problem-solve by effectively communicating with staff and guests as issues arise.
- Ability to be flexible and explain all available products to customers.
- High level of knowledge of IMS facility and familiarity with stands, parking areas and special event sites.
- Package and prepare for mailing tickets, parking/camping and product orders for all events.
- Process annual renewals for all major events.
- Accurately maintain confidential customer and business information.
- Operate and maintain individualized remote ticket locations during event times as assigned.
- Other
- Responsibilities will also include accountability for one or more Ticket Office main functions, e.g., ticket fulfillment, Lap Prize, complimentary ticket requests, etc.
- Enthusiasm for and commitment to the company and its Vision, Mission and Values.
- Other responsibilities as assigned by the Vice President, Ticket Sales and Service and Manager of Ticket Operations.
QUALIFICATIONS:
Supervisory Responsibilities
- This position does not have any supervisory responsibilities.
Education
- Bachelor’s degree from accredited college/university or equivalent experience with a major sports or entertainment venue.
Skills/Experience
- A minimum of one to two years of box office or equivalent experience is required.
- Strong communication skills, both verbal and written.
- Organizational skills and ability to multi-task/manage several projects simultaneously and meet deadlines.
- Demonstrated flexibility, creativity, strategic-thinking skills; willingness to take initiative and learn.
- Positive attitude with strong interpersonal skills along with strong customer service skills.
- Proven ability to work autonomously, collaboratively and within a team structure.
- Proficiency in office software systems such as MS Word, Office, Teams, Excel, PowerPoint and Outlook.
- Ability to identify problems and create solutions.
- Maintain confidentiality and attention to detail.
- Commitment to working with people from diverse backgrounds and commitment to cultural competency.
- Ability to uphold and consistently demonstrate the Penske Entertainment Standards.
Travel/Work Hours/Flexibility
- May include travel to one or more INDYCAR races annually.
- General office hours are Monday – Friday, 9:00am – 5:00pm
- Candidate must be able to work overtime, evenings, weekends and holidays as needed.
- Flexibility and adaptability are key skills needed for this role.
- Longer hours and weekends required for the Month of May and other major racing events
- Penske Entertainment acknowledges that the need for flexibility varies across all companies/departments and is not best addressed by a one size fits all flexible work policy. As such, the company encourages supervisors to work with their employees to leverage flexibility as needed to
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical demands are light, consisting primarily of sitting, standing and walking. Must be able to lift up to 50 pounds. Must be able to see and hear in the normal range with or without correction and communicate verbally and in written form with great facility and must be able to be understood. Must have the stamina to work long hours and must be willing to work an irregular schedule, which may include weekends or evenings.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is performed in an indoor office environment and in close proximity to other workers. Employee is faced with frequent interruptions and must work in close proximity to others. The noise level in the work environment can be loud, due to professional racing events.
COMPANY BENEFITS:
Full-time employees enjoy a very competitive benefits package. Benefits include: Medical (including tax-advantaged Health Savings Account), Dental, Vision, 401(k) with 100% company match up to 5%, Paid Vacation, Personal & Sick Days, 12 Paid Holidays, Company Paid Life Insurance, Pet Insurance, Tuition Assistance, Short-Term & Long-Term Disability, Generous Paid Parental Leave, On-site Workout Facility, and more
EQUAL OPPORTUNITY EMPLOYER:
Penske Entertainment provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. The Company complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and/or events.
