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State of Washington Classified Job Specification


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Class Code: 196A
Category: Information Services


Under the direction of professional staff or faculty, provides assistance with ushering, clerical support, and customer service responsibilities in a variety of settings, such as sports programs and events, social activities, performing arts, and graduation/commencement activities and events.

Typical Work

Performs customer service duties such as, greeting guests, ushering guests to their seats, resolving guest complaints, collecting/documenting lost and found items, assisting with lost children/parents, identifying prohibited items, scanning/tearing tickets, handing out event/program materials and providing assistance;

Provides access control, crowd management and flow before, during, and after events;

Ensures guest safety before, during, and after events;

Assists guests with access requirements in a timely manner;

Clears aisles, stairways, etc. in compliance with safety regulations;

Assists in facilitating rehearsal(s)/event(s), day-of logistics and coordination, set-up and tear-down, loading/unloading and driving vehicles to and from events, check-in on day of event(s), acts as initial point of contact on day of event(s), staffing kiosks/stations;

Communicates via radio to dispatch/command post issues, problems, or wheelchair assistance needs;

Provides clerical support duties such as, tracking event(s) responses and needs in databases and spreadsheets; assisting with correspondence and providing communication; updating information on website; inserting and distributing programs; creating reports for audience related activities; overseeing merchandise sales including inventory counts, reconciliation and venue payment; counting receipts; overseeing ticket scanning process for stub counts; scorekeeping; recording statistics; assisting with marketing materials and outreach;

Attends customer service team training sessions and assist in orienting new ushers to their assignments;

Performs other duties as required.

Knowledge and Abilities

Knowledge of: Microsoft Excel and PowerPoint, structure of higher education institutions, relevant event and/or game day information, emergency procedures for medical and evacuation purposes.

Ability to: stand, sit, walk and climb stairs, often for long periods of time on the day of event and week leading up to the event; follow directions; prioritize and manage multiple tasks and responsibilities simultaneously; capture strategic discussions clearly, concisely and coherently; meet deadlines; occasionally move/relocate 10-25 pounds unaided; maintain composure and professionalism while answering questions, giving directions, interpret policies, and resolve potential conflicts, ensure the event stays on schedule; work with others; ability to use verbal communication to communicate effectively with guests and others at events.

Legal Requirement(s)

There may be instances where individual positions must have additional licenses or certification. It is the employer’s responsibility to ensure the appropriate licenses/certifications are obtained for each position.

Desirable Qualifications

High school diploma or equivalent. Positions may require current First Aid/CPR certification and a valid driver’s license.

Note: As a condition of employment, the incumbent must be able to work nights, weekends, and holidays.

Class Specification History

New classification; adopted May 12, 2022; effective May 13, 2022. Range 30, Office & Clerical.