Ticket issuing clerk

Ticket issuing clerks provide service to customers, sell tickets and fit the reservation offer to customers’ needs. They sell tickets for all events such as sporting, cultural and leisure activities. They provide customers with information on offers and make the necessary arrangements.

Excludes travel tickets clerk.

The duties of ticket issuing clerks include, but are not limited to:

• Interacting with customers to answer questions about events, ticket prices, seating arrangements, or other topics
• Verifying the identity of patrons when they arrive at the box office window to pick up tickets
• Selling tickets over the phone to individuals or groups interested in purchasing tickets to an event
• Processing orders for tickets, including printing labels, scanning barcodes, and creating order confirmations
• Selling tickets online through a company’s website or through an online marketplace such as StubHub or eBay
• Maintaining inventory of tickets for upcoming events in order to meet customer demand
• Greeting customers at the box office window and assisting them with purchasing tickets or answering questions about upcoming events
• Explaining the rules of an event to customers who are purchasing tickets to that event
• Preparing reports on sales activity to share with supervisors

Ticket issuing clerks work in a fast-paced environment and must be able to handle a high volume of calls. They work closely with customers to find the best seats for them and provide them with information about the event. They also work with the box office to ensure that tickets are available and that customers are able to pick them up.

Ticket issuing clerks may work in a call center or in the box office of the venue. They may work regular business hours or may be required to work evenings and weekends.

Ticket issuing clerks must be able to handle last-minute changes and cancellations and deal with angry or upset customers. They must also be able to work independently and make quick decisions.

The following job titles also refer to ticket issuing clerk:

museum ticket selling agent
ticket selling agent
museum shop selling agent
concert ticket selling agent
sport ticket selling agent

A high school diploma is generally required to work as a ticket issuing clerk. Some employers may prefer candidates who have completed some college courses. Taking courses in sales, marketing and business are helpful for aspiring ticket issuing clerks.

ISCO skill level is defined as a function of the complexity and range of tasks and duties to be performed in an occupation. It is measured on a scale from 1 to 4, with 1 the lowest level and 4 the highest, by considering:

• the nature of the work performed in an occupation in relation to the characteristic tasks and duties
• the level of formal education required for competent performance of the tasks and duties involved and
• the amount of informal on-the-job training and/or previous experience in a related occupation required for competent performance of these tasks and duties.

Ticket issuing clerk is a Skill level 2 occupation.

These occupations, although different, require a lot of knowledge and skills similar to ticket issuing clerk.

press and stationery specialised seller
medical goods specialised seller
second-hand goods specialised seller
ammunition specialised seller
beverages specialised seller

These occupations require some skills and knowledge of ticket issuing clerk. They also require other skills and knowledge, but at a higher ISCO skill level, meaning these occupations are accessible from a position of ticket issuing clerk with a significant experience and/or extensive training.

ICT help desk agent
aeronautical information specialist
commercial sales representative
advertising sales agent
department store manager

This knowledge should be acquired through learning to fulfill the role of ticket issuing clerk.

• Sales argumentation: Techniques and sales methods used in order to present a product or service to customers in a persuasive manner and to meet their expectations and needs.
• Characteristics of products: The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.
• E-commerce systems: Basic digital architecture and commercial transactions for trading products or services conducted via Internet, e-mail, mobile devices, social media, etc.
• Product comprehension: The offered products, their functionalities, properties and legal and regulatory requirements.
• Cancellation policies of service providers: The characteristics of the cancellation policies of your service providers including the alternatives, solutions or compensations.
• Characteristics of services: The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.

These skills are necessary for the role of ticket issuing clerk.

• Guarantee customer satisfaction: Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
• Carry out products preparation: Assemble and prepare goods and demonstrate their functionalities to customers.
• Operate cash register: Register and handle cash transactions by using point of sale register.
• Communicate with customers: Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.
• Ensure compliance with legal requirements: Guarantee compliance with established and applicable standards and legal requirements such as specifications, policies, standards or law for the goal that organisations aspire to achieve in their efforts.
• Examine merchandise: Control items put up for sale are correctly priced and displayed and that they function as advertised.
• Provide customer guidance on product selection: Provide suitable advice and assistance so that customers find the exact goods and services they were looking for. Discuss product selection and availability.
• Sell tickets: Exchange tickets for money in order to finalise the selling process by issuing the tickets as a proof of payment.
• Upsell products: Persuade customers to buy additional or more expensive products.
• Quote prices: Refer to prices for the client by researching and estimating fare rates.
• Process booking: Execute a booking of a place according to client’s requirement in advance and issue all appropriate documents.
• Use different communication channels: Make use of various types of communication channels such as verbal, handwritten, digital and telephonic communication with the purpose of constructing and sharing ideas or information.
• Organise storage facilities: Order the contents of a storage area to improve efficiency with respect to the inflow and outflow of the stored items.
• Monitor stock level: Evaluate how much stock is used and determine what should be ordered.
• Maintain store cleanliness: Keep the store tidy and clean by hovering and mopping.
• Handle personal identifiable information: Administer sensitive personal information on customers securely and discreetly
• Apply numeracy skills: Practise reasoning and apply simple or complex numerical concepts and calculations.
• Inform customers of activity changes: Brief customers about changes, delays or cancellations of planned activities.
• Identify customer’s needs: Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.
• Maintain customer service: Keep the highest possible customer service and make sure that the customer service is at all times performed in a professional way. Help customers or participants feel at ease and support special requirements.
• Stock shelves: Refill shelves with merchandise to be sold.
• Keep up to date on local events: Follow the information about upcoming events, services or activities by checking information sheets and online communication.
• Monitor ticketing: Keep track of ticket sale for live events. Monitor how many tickets are available and how many have been sold.
• Process refunds: Resolve customer inquiries for returns, exchange of merchandise, refunds or bill adjustments. Follow organisational guidelines during this process.
• Carry out order intake: Take in of purchase requests for items that are currently unavailable.
• Assist clients with special needs: Aid clients with special needs following relevant guidelines and special standards. Recognise their needs and accurately respond to them if needed.
• Process payments: Accept payments such as cash, credit cards and debit cards. Handle reimbursement in case of returns or administer vouchers and marketing instruments such as bonus cards or membership cards. Pay attention to safety and the protection of personal data.
• Maintain customer records: Keep and store structured data and records about customers in accordance with customer data protection and privacy regulations.
• Carry out active selling: Deliver thoughts and ideas in impactful and influencing manner to persuade customers to become interested in new products and promotions. Persuade clients that a product or service will satisfy their needs.
• Respond to customers’ inquiries: Answer customers’ questions about itineraries, rates and reservations in person, by mail, by e-mail and on the phone.
• Have computer literacy: Utilise computers, IT equipment and modern day technology in an efficient way.
• Demonstrate products’ features: Demonstrate how to use a product in a correct and safe manner, provide customers with information on the product’s main features and benefits, explain operation, correct use and maintenance. Persuade potential customers to purchase items.
• Provide customer follow-up services: Register, follow-up, solve and respond to customer requests, complaints and after-sales services.
• Issue sales invoices: Prepare the invoice of goods sold or services provided, containing individual prices, the total charge, and the terms. Complete order processing for orders received via telephone, fax and internet and calculate the customer’s final bill.
• Plan aftersales arrangements: Come to an agreement with the customer about the delivery, setup and service of the goods; perform appropriate measures to ensure delivery.
• Prevent shoplifting: Identify shoplifters and methods by which shoplifters try to steal. Implement anti-shoplifting policies and procedures to protect against theft.

This knowledge is sometimes, but not always, required for the role of ticket issuing clerk. However, mastering this knowledge allows you to have more opportunities for career development.

• Cultural projects: The purpose, organisation and management of cultural projects and related fundraising actions.
• Recreation activities: The field and characteristics of recreational activities for customers.
• Advertising techniques: The communication strategies intended to persuade or encourage an audience, and the different media which are used to achieve this goal.
• Sporting events: Possess an understanding of different sporting events and conditions that can affect a result.

These skills and competences are sometimes, but not always, required for the role of ticket issuing clerk. However, mastering these skills and competences allows you to have more opportunities for career development.

• Promote event: Generate interest in an event by carrying out promotion actions, such as placing ads or distributing flyers
• Speak different languages: Master foreign languages to be able to communicate in one or more foreign languages.
• Assist customers: Provide support and advice to customers in making purchasing decisions by finding out their needs, selecting suitable service and products for them and politely answering questions about products and services.
• Develop promotional tools: Generate promotional material and collaborate in the production of promotional text, videos, photos, etc. Keep previous promotional material organised.
• Promote cultural venue events: Work together with museum or any art facility staff to develop and promote its events and programme.
• Advertise sport venue: Advertise and promote the venue or centre to increase usage, which may include commissioning and considering market research.
• Promote recreation activities: Promote the implementation of recreation programs in a community, as well as recreation services provided by an organisation or institution.
• Handle multiple orders simultaneously: Monitor orders simultaneously and without loss of efficiency and concentration.

5230 – Cashiers and ticket clerks

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References

1. Ticket issuing clerk – ESCO
2. Information Clerks : Occupational Outlook Handbook – U.S. Bureau of Labor Statistics
3. Ticket Sales Representative Job Description: Salary, Duties, & More – ClimbtheLadder
4. Featured image: By Geof Sheppard – Own work, CC BY-SA 4.0