Coordinator, Ticket Operations

Who We Are

We are Tennis! The USTA (United States Tennis Association) is the national governing body for the sport of tennis and the leader in promoting and developing the sport’s growth on every level in the United States, from local communities to the crown jewel of the professional game, the US Open.

Why Work for the USTA? 

We are a passionate team of staff and volunteers focused on growing the sport of tennis and making it accessible to all. We are committed to removing barriers and creating opportunities for ALL to participate. Don’t know tennis? Don't worry, you can still find yourself in the game!

The Role

The position will participate in various aspects of Ticket Operations as it relates to sales, client services, and support for the Sr. Director, Ticket Operations.  This position will provide customer service and enhance the USTA's image by following customer service policies and procedures as our event continues to grow and support revenue opportunities.

 

• Responsible for running various reports in ticket systems
• TRO ticket report for presales
• Daily ticket comparison report from public on sale date to end of the tournament
• Hersum ticket reports when needed
• Run allocation reports prior to and during the tournament
• Handles all ADA relocations for customers during the tournament who inquire at ADA Box Office windows and all ADA inquiries from stadium staff
• Primary liaison responsible for responses to general customer inquiries, invoice questions, and customer complaints by phone, email and chat in a prompt, efficient, and professional manner
• Serve as a dedicated account representative for approx 200-300 full series accounts, in addition to assisting staff with the needs of other important accounts throughout the year
• Skillfully interact with fans of the US Open and USTA Staff to resolve ticket issues and provide a positive experience
• Assist department in the enhancement of scripts for our box office audio that includes important information disseminated to fans of the US Open at the Ticket Office/East Gate
• Assist the department with the setup of master parking tracking logs of all barcode numbers provided by the printer and fulfillment of all hospitality, sponsor, subscriber and internal parking requests

 

Will play a major role in supporting the following areas: 

• Verification of dynamic pricing 
• Tracking and reporting of ticket sales and availability
• Price checking
• Verification of ticket reports
• Fan Week event hospitality suite sales
• Assist Director, Ticket Operations repricing tickets and applying payments for all consignment accounts

 

 

Who You Are

• Knowledge of Ticketmaster Archtics (or similar ticketing system), Ticketmaster Classic (Host), Google Suite and Microsoft Word, Excel and PowerPoint
• Experience working in a ticket office for major sporting event, team or venue (preferred)
• Previous experience working in sales or Client Services (1-3 years preferred)
•  Must maintain a positive, outgoing demeanor, adhering to the core expectations of our team at all times and possess ability to work as part of a team and get along with coworkers
• Must be available to work for the full duration of the US Open tournament, including nights, and weekends and available to work 12+ hour shifts
• Must be able to remain calm and focused in a fast-paced environment and during stressful situations
•   This description is intended to describe the type of work being performed by a person assigned to this job. It is not an exhaustive list of all duties and responsibilities required by the employee.
•   This position is designated as "hybrid/flex".  Leading up to and during the US Open, full-time "on site" is required.  Please consult HR for the most current policy.
• Position is considered non-exempt.
• 1-3 years experience working in a ticket office for major sporting event, team or venue 
• Previous experience working in hospitality, sales or in a call center 
• Bilingual is a plus, but not necessary
• Knowledge of ZenDesk, Ticketmaster Archtics and TmOne (or similar ticketing system)

What We Offer

 At the USTA, we know people are our most important asset. For this reason, we offer a comprehensive benefits package designed to meet the needs of a diverse workforce!

 

• Comprehensive benefits designed to meet your unique needs: Medical, dental, vision, access to doctors virtually, a flexible spending account to manage your health and dependent care expenses, and life and disability in