GL Ticket Specialist

Description

The Seasonal Ticket Specialist is a key point of contact for guests and plays an important role in creating a positive and welcoming experience. This role is primarily based in the ticket office call center, where responsibilities include assisting guests by phone and email. Ticket Specialists may also be scheduled for in-person shifts at ticketing and admissions locations during high-volume times.

Ideal candidates are friendly, enthusiastic, detail-oriented, and comfortable navigating a fast-paced guest services environment. A strong knowledge of Garden programs, ticketing systems, and guest communication is essential.

ESSENTIAL DUTIES & RESPONSIBILITIES

Guest Communication (Phone, Email, and In-Person):

• Answer and direct incoming calls; respond to guest inquiries by phone and email in a timely and courteous manner
• Provide accurate and helpful information about Garden events, programs, hours, policies, and ticketing procedures
• Maintain a positive and professional tone while handling guest questions, concerns, or issues
• Reschedule tickets as requested and communicate any policy limitations clearly and respectfully

Ticketing and Admissions:

• Process ticket and membership sales for both Atlanta and Gainesville locations, including major events like Garden Lights, Holiday Nights and Gainesville Glows: Lanterns & Lights
• Scan tickets and membership cards at admissions checkpoints to verify daily attendance
• Enforce Garden policies and guest etiquette consistently and tactfully

Collaboration and Operations:

• Work closely with departments such as Security, Guest Experience, Membership, and Horticulture to ensure a smooth guest experience
• Escalate complex issues to a supervisor when necessary, providing clear documentation
• Maintain a clean, organized, and safe work area
• Follow all safety procedures and immediately report any violations or concerns

Requirements

QUALIFICATIONS

• Strong phone etiquette and verbal communication skills
• Professional, courteous, and guest-focused approach
• Proficient in Microsoft Office and comfortable learning internal systems (e.g., ACME Ticketing System)
• Ability to multitask, stay organized, and manage time efficiently
• Comfortable working independently or as part of a team
• Adaptable to change and able to maintain a calm demeanor under pressure
• Dependable and flexible with work schedules, including evenings, weekends, and holidays as needed
• A cheerful, enthusiastic personality and a commitment to exceeding guest expectations

Additional Information

• Must be able to sit, stand, and use a telephone or computer for extended periods
• Occasional lifting of up to 15 lbs. may be required
• Management reserves the right to change or add responsibilities as needed

The above job duties and responsibilities describe the general nature and level of work for employees in this position, but this is not intended as an exclusive or all-inclusive inventory of all duties required of employees in this job.

It is the policy of the Atlanta Botanical Garden to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, reasonable accommodations will be made for qualified individuals with disabilities.

ABG Core Values

• Conservation: We value natural resources and ecosystems, making choices with the long-term sustainability of our planet in mind. 
• Excellence: We hold ourselves to high standards and expect commitment from each other to contribute to a positive image and reputation for the Garden.
• Inspiration: We inspire through the creation of an environment that supports imagination and expression of beauty, providing joy, delight, and a deeper appreciation of plants for everyone.
• Integrity: We demonstrate honesty, transparency, accountability, trustworthiness, and ethical behavior, exercising good judgment in our actions and communication.
• Respect: We value the diversity of our coworkers, volunteers, and guests, holding each other in the highest regard.