Ticketing - Ticket Resolution Ambassador

Baltimore Ravens

Ticket Resolution Ambassador

Dept: Ticketing

Position Reports To: Ticket Operations & Distribution Coordinator

General Description: As part of delivering an exceptional guest experience, the Ticket Resolution Ambassador serves as a key resource for guests and staff by troubleshooting mobile ticketing issues, authenticating ticket QR codes, and providing in-person customer service at M&T Bank Stadium entry gates. This position acts as the first point of contact for resolving ticket-related concerns, ensuring each situation is reviewed accurately, efficiently, and professionally. The role requires strong interpersonal and problem-solving skills, an outgoing and customer-focused attitude, and the ability to remain calm and effective in a fast-paced, high-volume environment.

Essential Job Duties and Responsibilities:

• Work all Baltimore Ravens home games and other various events as needed.
• Knowledge in the basic use of a Microsoft Surface Pro.
• Utilize the SeatGeek Unify Box Office platform to navigate customer accounts, review ticketing data, and resolve guest ticketing issues efficiently and accurately.
• Act as a point of contact for guests, fans, and stadium staff with ticketing problems at your assigned gate.
• Engage with guests and staff in a professional, courteous manner, actively listening to concerns, demonstrating empathy, and working to provide clear explanations and effective resolutions to ticket-related issues.
• Collaborate with the Ticket Office, particularly the Ticket Operations team, to identify, develop, and implement solutions for ticket-related issues and guest concerns.
• Maintain a strong working knowledge of M&T Bank Stadium to assist fans with general inquiries, including directions, elevator locations, seating sections, restrooms, and Guest Services locations.

Required Education and/or Experience:

• High School diploma and/or GED required.
• Some ticketing and/or customer service experience preferred.
• Experience in the use of SeatGeek and Unify system, or similar ticketing systems preferred, but not required.

Requisite Abilities and/or Skills:

• Knowledge of functions and usage of mobile devices – smartphones, tablets, ticket scanners, etc.
• Effective verbal and interpersonal communication skills.
• Ability to maintain confidential and/or proprietary information.
• Ability to work independently and with fellow employees in a professional and respectful manner.
• Project a professional demeanor and appearance at all times.
• Act proactively and adapt quickly in a fast-paced environment.
• Expected to work all Ravens home games; 2 preseason, 8 home games, and post-season games as they develop.
• Expected to work other events such as concerts or additional sporting events as needed.
• Must be able to work a minimum of 5 hours per game.
• Must be on time and reliable.
• Job requires walking around and standing for prolonged periods of time.

ALL OF THESE STEPS MUST BE COMPLETED IN ORDER TO BE CONSIDERED. ANY APPLICATIONS MISSING ANY OF THE ABOVE INFORMATION WILL CONSIDERED INCOMPLETE AND WILL, THEREFORE, NOT BE REVIEWED.

Compensation:  $16.50 / hour

The Baltimore Ravens is an EEO employer and does not discriminate on the basis of an applicant's or employee's race, gender, age, national origin, color, religion, disability or any other protected basis under applicable law.