Job Description

Division/Department: Ticketing


Job Title: Ticket Agent Lead


Reports To: Sales & Revenue Manager


Type of position: Non-Exempt / Hourly


Employee Classification: Seasonal


Location: Tucson, AZ


Compensation: $16.00-$19.00/hourly

Job Summary:

The Ticketing Agent Lead is responsible for setting the first impression of the experience of Old Tucson, so efficiency and friendliness are required. The position will be responsible for warmly greeting customers, processing ticket transactions, redemption of tickets, and directing patrons as needed. The Ticketing Agent Lead will manage responsibilities with a balance of patience and a sense of urgency, work well under pressure, have strong multi-tasking skills, and most importantly have a pleasant demeanor.

Essential Duties and Responsibilities:

Ability to open and close Ticket Office and maintain a clean, safe, and orderly work environment Lead by example while performing all ticket agent job duties Resolve guest complaints, settle disputes, ticket refunds, and handle ticket discrepancies Train new staff members: provide guidance and individual coaching for staff to better understand guest needs Work closely with the Sales & Revenue Manager and immediately report any customer, staff, or operational issues and needs Assist with daily cash handling procedures, including drawer counts, drop preparation, and discrepancy reporting Ensure proper application of ticket pricing, discounts, promotions, and redemption policies Monitor ticketing activity to ensure accuracy and compliance with company procedures Support daily attendance tracking and basic sales reporting as requested by management Act as point of contact for ticket agents during assigned shifts when management is not present Help maintain ticketing SOPs and assist with training refreshers as needed Coordinate with multiple departments to manage crowd flow and guest entry during peak periods

Education, Skill & Work Experience Requirements:

Ability to learn the Etix Ticketing platform with efficiency and competency. Previous experience in sales preferred. Excellent customer service skills. Basic computer skills. Knowledge of another language in addition to English preferred. Possess a well-spoken manner in personal communications. Self-motivation and attention to details. Must be 18+ years old.

Work Environment:

Majority of time spent in a ticketing office setting. Extended and irregular hours including nights, weekends and holidays (Required). Ability to stand for extended periods. * Ability to stand and walk on uneven or unsteady surfaces.