Ticketing Sales Associate

Job Title: Ticketing Sales Associate

Location: 111 E. Wacker Drive, Chicago, Il. 60601

Department: Tourism

Hourly Rate: $18.00

Reports To: Ticketing and Guest Experience Manager

FLSA Status: Seasonal, Part-Time Nonexempt

Expected End Date: October 23, 2026

Position Summary: The Ticketing Sales Associate plays a critical role in delivering exceptional customer service to guests visiting the Chicago Architecture Center. This position involves selling tickets for river cruises, walking tours, bus tours, and programs as well as processing exhibit admissions using Ticketmaster and Ventrata ticketing systems. As knowledge experts, Ticketing Sales Associates provide information and recommendations to enhance the guest experience and ensure smooth and efficient operations 362 days a year.

Duties and responsibilities

• Provide outstanding customer service by greeting guests, answering inquiries, and assisting with ticket purchases for tours and exhibit admissions.
• Use Ticketmaster and Ventrata ticketing systems to sell tickets, process payments, and manage reservations accurately and efficiently.
• Ensure accurate data entry for constituent information in the ticketing and customer relationship management systems.
• Sell tiered memberships and explain the benefits of membership to guests, ensuring they understand the value of joining the Chicago Architecture Center.
• Sell programs, process donations, and facilitate gift card purchases, ensuring all transactions are handled accurately and efficiently.
• Check and replenish supplies daily, including listening devices, brochures, and other guest-facing materials.
• Take phone calls in the call center, assisting guests with booking tickets, tours, memberships, and other inquiries over the phone.
• Maintain exceptional email etiquette when responding to guest inquiries, ensuring clear, professional, and timely communication.
• Work collaboratively with volunteer docents and exhibit hosts to ensure a seamless and engaging guest experience.
• Serve as a knowledge expert on all tours, exhibits, and programs offered, ensuring guests receive informed recommendations to enhance their visit.
• Assist guests with detailed information about Chicago's architecture, history, and culture to create a memorable experience.
• Handle same-day and advanced ticket sales, exchanges, and refund requests in accordance with company policies.
• Work collaboratively with team members to meet sales goals and ensure a smooth, welcoming, and efficient guest experience.
• Be responsible for the successful check-in and departure of essential tours, including setting up and distributing ancillary tour components such as listening devices for walking tours.
• Ensure a clean, organized, and professional work area, including the ticketing desk and lobby spaces.
• Follow all standard operating procedures for opening, closing, and daily operations of the ticketing area.
• Stay informed of organizational updates, policies, and changes to programming to provide accurate and up-to-date information to guests.
• Support operational needs during peak times, including managing crowd flow and assisting with special events.
• Perform additional duties as assigned to support the success of the Chicago Architecture Center and its programs.

Education:

• High school diploma or equivalent preferred

Experience/Skills:

• Previous experience in customer service, sales, or a ticketing role, preferably in a cultural institution or tourism environment.
• Proficiency with Ticketmaster and Ventrata ticketing systems or a willingness to quickly learn and master these platforms.
• Strong communication skills with the ability to effectively interact with diverse guests, including international tourists.
• Exceptional phone and email etiquette, ensuring clear and professional communication at all times.
• Knowledge of Chicago’s architecture, history, and cultural attractions, or a willingness to learn.
• Ability to work in a fast-paced environment while maintaining attention to detail and a positive attitude.
• Flexibility to work a varied schedule, including weekends, holidays, and evenings as required.
• Comfortable standing for extended periods and assisting guests in a high-traffic setting.
• Team-oriented with a proactive approach to problem-solving and guest engagement.
• Evenings (until 7:30PM) and weekend availability required
• Must be able to work 3 shifts/days per week (20-25 HRS)
• High level of comfort with technology is required
• Previous work in a call center, box office, or concierge desk
• Experience in tourism preferred
• Strong familiarity with Chicago preferred