University Ticket Office Coordinator

Gutswurrak Student Activities Center/Conference & Event Services
Job #541770
First Review Date: Tuesday, October 29, 2024

Open Until Filled

At Cal Poly Humboldt, bold hearts and open minds shape the future.

Founded in 1913, Cal Poly Humboldt began as a small college for teachers. Today Humboldt has grown into a comprehensive university with rigorous science and liberal arts programs. Designated a polytechnic in 2022, Cal Poly Humboldt provides hands-on, impactful educational opportunities that lead to meaningful, measurable outcomes for the individual, for the state, and the world.

Cal Poly Humboldt is proud to have over 6,000 students of all backgrounds spread across 61 majors, 13 graduate programs, and 4 credential programs — all of whom contribute passion and creativity within their fields and set the stage for a future grounded in equity and sustainability. Hands-on learning, inspired teaching, ground-breaking research, and thought-provoking creative activity happen daily at Humboldt.

Cal Poly Humboldt is a Hispanic-Serving Institution that strives to foster an inclusive and equitable community to support our students of diverse backgrounds. We are committed to achieving the goals of equal opportunity and endeavors to employ faculty and staff of the highest quality committed to working in a multicultural and multiracial community that reflects the diversity of the state.

Finding a better future is a task for the bold and open, the down-to-earth and visionary. Cal Poly Humboldt strives to cultivate these qualities in leaders, innovators, and scholars in every field.

(Job #541770) Administrative Analyst/Specialist I-Exempt, University Ticket Office Coordinator, Salary Range: $4,598 - $8,318 monthly.  Hiring Range: $4,598 - $4,828 monthly. This is a full-time, benefited, exempt, 12-month pay plan permanent position with a one-year probationary period in Gutswurrak Student Activities Center/Conference & Event Services Department. This position comes with a premium benefits package that includes outstanding vacation, medical, dental, and vision plans, life insurance, voluntary pre-tax health and dependent care reimbursement accounts, a fee waiver education program, membership in the California Public Employees Retirement System (PERS), and 14 paid holidays per year. Additional benefits information can be found at https://hraps.humboldt.edu/employee-benefits.

Position Summary:

Under general supervision of the Gutswurrak Student Activities Center (SAC) Executive Director, the University Ticket Office Coordinator is responsible for the administration of the university ticketing system for campus events. This position will oversee all aspects of ticket operations including reconciling deposits daily, maintaining a website for ticket sales, training & supervising students/staff, and responding to inquiries in-person, by phone, or by email. This position will work closely with customers, the campus ITS team, and the cashier’s office to ensure complete compliance with campus policies as it relates to ticketing.

Key Responsibilities:

35% - Oversee the University ticketing software (AudienceView)

• Coordinate ticketing needs identified by the External Lease Coordinator for external events on campus that may require ticket sales to be handled through the University ticketing system. 
• Collaborate with campus partners hosting ticketed events to manage the scheduling of season and single ticket sales.
• Ensure timely availability of tickets for sale, aligning with predetermined schedules and deadlines.
• Maintain and update the University Ticket Office website with accurate box office event information, policies, venue information, etc.
• Accurately input event data into the ticketing system and identify and resolve event-related errors, create or modify new venue information as needed.
• Coordinate targeted ticketing campaigns, oversee the group ticketing process for events as required, and manage group sales prospecting and transactions.
• Coordinate mass mailings, and emails of promotional materials and event information from the ticketing system. 
• Train staff in ticket operations software usage.
• Provide onsite event support and after-hours office support. Ensure problems are resolved in a timely fashion.
• Serve as technical subject matter expert for the university ticket system platform. Remain current with new software/product releases and all technology products. Provide ongoing system maintenance. Troubleshoot software and hardware issues by thoroughly investigating bugs, product issues, etc. and communicating the results to leadership, product team, and ITS.

30% - Coordinate the University Ticket Office 

• Coordinate and lead day-to-day box office operations, implement and maintain box office standards. Fulfill all office duties including answering phone calls, questions and emails about payments, fees or upcoming events/services, night of event ticketing, cash balancing and depositing, and sales of tickets through the campus ticketing system.
• Coordinate daily ticket sales and work with patrons on ticket refunds and exchanges.
• Prepare, process, and/or review a variety of business documents (e.g., entertainment contracts, invoices, requisitions, purchase orders, administrative forms) and financial transitions (e.g., reconciliation of ticket sales, cash, daily deposits.)  Issue refunds and/or check requests for customers. Arrange transport of monies to Financial Services.
• Track a variety of data and generate reports as needed. Create and monitor financial reports.  Research and resolve accounting discrepancies as needed. 
• Prepare final audits and other reports for settlement.
• Evaluate and set box office policies and procedures. Update and maintain a user manual for workers to reference.
• Interview, train, schedule and provide lead work direction to ticket and box office staff to ensure that all associates are providing superior customer service and ensuring compliance with system controls and cash handling procedures.
• Deliver a high level of customer service at all times including responding to inquiries from patrons regarding ticket needs, complaints and other issues.

15% - Oversee the ticket sales at door/gate of event including but not limited to Gutswurrak Student Activities Center, Cal Poly Humboldt Presents, and Department of Dance, Music & Theatre; evening and weekend hours.

• Pick up and return gate ticketing operational needs from University Ticket Office; collect ticket stock, will-call, change fund, comp lists & scanners.
• Ensure timely set up of gate for events; process ticket transactions for guests as well as handle will-call distribution.
• Manage event ticketing requests for refunds, exchanges, and oversee the resolution of customer service concerns.
• Maintain a professional and courteous attitude towards all guests; provide directional assistance to guests as requested.
• Administration of daily box office cash deposits, safeguarding tickets, and timely delivery of gate monies to safe following events.
• Interview, train, schedule and provide lead work direction to on-site box office employees to ensure that all associates are providing superior customer service to the consumer and following institutional protocols.
• Provide event box office oversight as needed.
• Reconcile night of show sales and cash balancing in the ticketing system.

15% - Provide Administrative Support

• Prepare, reconcile, and analyze performance sales and financial reports and maintain databases.
• Coordinate and maintain records of community engagement through membership drives, donations, and sponsorship. Responsible for writing thank you notes to donors and preparing invoice requests for annual sponsors as needed.
• Coordinate the Artists & Schools series; mailing of Artists & Schools brochures and process incoming reservations, prepare confirmations and invoice requests for billing, plan logistics for events such as seating, and work with public safety on school bus traffic flow and staffing for events.
• Provide backup support to SAC Office Coordinator for payroll and other related office duties.   
• Other similar administrative or program support as needed or assigned.

5% - Other duties as assigned.

Knowledge, Skills, and Abilities Associated with this Position Include:

• Working knowledge of and ability to apply standard theories, principles, practices, and techniques applicable to the program and/or administrative specialty to develop conclusions and make recommendations.
• Thorough knowledge of policies, procedures, and outside regulations pertaining to the applicable program and/or administrative specialty, including comprehensive knowledge of cashiering and event ticketing procedures and practices.
• Working knowledge of operational and fiscal analysis and techniques.
• Ability to take initiative and independently plan, organize, coordinate, and perform work in various situations where numerous and diverse demands are involved, including the ability to organize and plan work to meet schedules and deadlines.
• Skill in the research, development and evaluation of policies and programs, including skill in the collection, evaluation, and interpretation of data to develop sound conclusions and make appropriate recommendations.
• Expertise in investigating and analyzing problems with a broad administrative impact and implications. Ability to anticipate problems and address them proactively.
• Demonstrated ability to effectively interpret, organize, and present information and ideas in written or presentation form.
• Ability to train others on new skills and procedures and provide lead work direction.
• Experience working with a diverse group of individuals.
• Demonstrated ability to establish and maintain effective working relationships within and outside the work group and serve as a liaison for the organizational unit.
• Ability and willingness to work frequent evenings and weekends.

Minimum Qualifications:

1. Requires general knowledge and skills in the applicable administrative and/or program field with a foundational knowledge of public administration principles, practices, and methods. This foundation would normally be obtained through a bachelor's degree and/or equivalent training and administrative work experience involving study, analysis, and/or evaluation leading to the development or improvement of administrative policies, procedures, practices, or programs.
2. Must possess a valid California Driver’s License.

Preferred Qualifications:

1. Demonstrated ability to provide attention to detail and accurately record data.
2. Ability to learn and operate computer hardware and software needed for ticketing, including setting up events in ticketing software, using printing hardware and operating scanners.
3. Demonstrated strong customer service skills.
4. Equivalent to two (2) years of progressively responsible administrative experience which has provided the applicant with the knowledge and abilities listed above.

Application Procedure: To apply, qualified candidates must electronically submit the following materials by clicking the Apply Now button:

• Letter of Interest
• Resume or Curriculum Vitae
• Contact information for at least three professional references

Application Deadline: The deadline to submit application materials for first review is 11:55 p.m. on Tuesday, October 29, 2024. This position is open until filled.

Any inquiries about this recruitment can be directed to careers@humboldt.edu or Cal Poly Humboldt’s Human Resources Office at (707) 826-3626.

We acknowledge that Cal Poly Humboldt is located on the unceded lands of the Wiyot people, where they have resided from time immemorial. We encourage all to gain a deeper understanding of their history and thriving culture. As an expression of our gratitude we are genuinely committed to developing trusting, reciprocal, and long lasting partnerships with the Wiyot people as well as all of our neighboring tribes. Cal Poly Humboldt was the first campus in the California State University system to offer a stand-alone major in Native American Studies.

Cal Poly Humboldt is committed to enriching its educational environment and its culture through the diversity of its staff, faculty, and administration. Persons with interest and experience in helping organizations set and achieve goals relative to diversity and inclusion are especially encouraged to apply.

Working in the state of California is a condition of employment for this position. Even if part or all of an employee's assignment can be performed remotely, the employee must maintain a permanent residence in the state of California. The employee must be able to accept on-campus work assignment, as assigned, and come to campus when needed.

CSU strongly recommends that all individuals who access any in-person program or activity (on- or off-campus) operated or controlled by the University follow COVID-19 vaccine recommendations adopted by the U.S Centers for Disease Control and Prevention (CDC) and the California Department of Public Health (CDPH) applicable to their age, medical condition, and other relevant indications and comply with other safety measure established by each campus. The systemwide policy can be found at CSU Vaccination Policy and any questions you have may be submitted to hr@humboldt.edu.

Cal Poly Humboldt hires only individuals lawfully authorized to work in the United States. This position may be considered a “Campus Security Authority”, pursuant to the Clery Act, and is required to comply with the requirements set forth in CSU Executive Order 1107 a condition of employment.

CAL POLY HUMBOLDT IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS (e.g. H1-B VISAS)

Evidence of required degree(s), certification(s), or license(s) is required prior to the appointment date. Satisfactory completion of a background check (including a criminal records check, employment verification, and education verification) is required for employment. Cal Poly Humboldt will issue a contingent offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or if it is discovered that the candidate knowingly withheld or falsified information.  Certain positions may also require a credit check, motor vehicle report, and/or fingerprinting through Live Scan service. Failure to satisfactorily complete or adverse findings from a background check may affect the employment status of candidates or continued employment of current CSU employees who are being considered for the position.

Cal Poly Humboldt is committed to achieving the goals of equal opportunity and endeavors to employ faculty and staff of the highest quality reflecting the ethnic and cultural diversity of the state. Additional information about Cal Poly Humboldt can be found at www.humboldt.edu.

Cal Poly Humboldt is a Title IX/Affirmative Action/Equal Opportunity employer. We consider qualified applicants for employment without regard to race, religion, color, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, genetic information, medical condition, disability, marital status, protected veteran status, or any other legally protected status.  Mandated Reporting: This position may be considered a “mandated reporter” under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

Additionally, all CSU staff and faculty receive training annually on their obligations in responding to and reporting incidents of sexual harassment and sexual violence. You will be notified by email when you are required to take this mandated training.

Class Code: 1038
Publication Date: October 1, 2024