Customer Service Coordinator, Ticket Operations

Job Summary

As a key member of the Culture, Venue and Event Services team, the Coordinator, Customer Service - Box Office responsible for coordinating the day-to-day operations of ticketing and ticket office services across the City of Mississauga's premier entertainment and cultural venues, including Mississauga Sports & Entertainment Centre, Living Arts Centre, and Meadowvale Theatre.

Reporting to the Supervisor, Ticket Operations, this position plays a key role in delivering exceptional customer service, coordinate ticketing operations, supporting event execution, overseeing financial reconciliations, and providing guidance to a large team of part-time staff. The successful candidate will thrive in a fast-paced environment and possess strong organizational, financial, customer service, and operational guidance skills.

Duties and Responsibilities

• Coordinate daily ticketing and box office operations for multiple venues and events.
• Build, maintain, and manage ticketed events within Ticketmaster ticketing platforms.
• Coordinate event on-sales, promotions, presales, VIP packages, discounts, and special offers.
• Ensure accuracy of event builds, ticket inventories, pricing structures, and reporting.
• Liaise and coordinate with event organizers and tenant clients.
• Provide support for high-profile, large-scale events and resolve ticketing-related issues.
• Monitor compliance with City policies, procedures, and ticketing regulations.
• Participate in Manager-on-Duty and Manager-on-Call rotations as required.
• Prepare ticket office settlements, audits, deposits, reconciliations, and financial reports.
• Coordinate weekly revenue reporting and maintain accurate financial records.
• Monitor cash handling procedures and ensure compliance with corporate policies.
• Assist with reconciling bank accounts, deferred revenue accounts, gift card accounts, and payment systems.
• Process invoices, purchase card reconciliations, accounts receivable entries, and coin orders.
• Assist in monitoring operating budgets and ticketing-related expenditures.
• Assist with recruitment, onboarding, training, scheduling, and performance management of part-time staff.
• Provide day-to-day guidance to part time Box Office Coordinators and Box Office Assistants.
• Develop training materials, operational manuals, and standard operating procedures.
• Support employee engagement initiatives and foster a culture of accountability, customer service, and continuous improvement.
• Coordinate payroll submissions and verify staff scheduling and attendance records.
• Performs other duties as assigned.

Skills and Qualifications

• Degree or diploma in Business Administration, Event Management, Communications, Recreation, Hospitality, or a related field.
• Minimum three (3) years of progressively responsible experience in ticketing, ticket office operations, event services, customer service, or a related environment.
• Previous experience supervising, training, or leading staff is required.
• Experience working in a high-volume, customer-focused environment.
• Advanced knowledge of Ticketmaster systems, including TM1, Archtics, Host, and TicketWeb.
• Experience with ticketing software, event management systems, and point-of-sale applications.
• Strong proficiency with Microsoft Office Suite, particularly Excel, Word, Outlook, and PowerPoint.
• Experience with financial reconciliations, cash handling procedures, reporting, and administrative systems.
• Knowledge of SAP, SAP Concur, SAP Persona, ActiveNet, Gimmal and related systems is considered an asset.
• Exceptional customer service and conflict resolution skills.
• Strong coaching and team-building abilities.
• Excellent written and verbal communication skills.
• Superior organizational and time-management skills.
• Ability to prioritize competing demands and meet critical deadlines.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to work independently and collaboratively within a team environment.
• High level of attention to detail and accuracy.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Regular travel between City venues may be required.
• Work is performed in both office and event environments, including large public venues.
• Exposure to busy, fast-paced, and occasionally high-pressure event settings.
• Access to a reliable vehicle for visits between sites: Living Arts Centre (LAC), Mississauga Sports & Entertainment Centre (MSEC), Meadowvale Theatre, Small Arms Inspection Building and Celebration Square.