Representative - Customer Service

Job Summary:

THE TEAM

Ticketmaster is doing something special. We are bringing together a Team of Experts to give our customers an experience unlike any other. We are breaking all the rules and putting customers first.

We see our people as having interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You are constantly evolving, so shouldn't your opportunities be, too?

THE JOB

This is an entry level position which answers inbound calls, emails, and chats from customers throughout the nation. A representative will handle various types of requests that require different levels of trouble shooting, all while providing exception service to both internal and external customers and working toward a goal of one contact resolution.

• Must be able to perform in a fast-paced, multiple-demand work environment.
• Excellent communication and organizational skills
• Other duties as assigned

WHAT YOU WILL BE DOING

• Delivery:

Fans have many different delivery options that are available to them, they reach out to us to change the delivery on their orders. Such as changing from mobile entry to will call, or print at home to ups etc.

• Exchanges:

When fans see better tickets available for a show, they like to upgrade to those tickets. Another scenario is the fans who need to change dates for a run of show event. The agent would process the exchange through our system adding the new date, setting up the appropriate delivery, and not forgetting the exchange fee when applicable.

• Refunds:

If tragedy strikes, and a fan needs assistance with a refund, we are here to help. Any refund request that falls under being extenuating reason then we will either refund the order, or submit a form for the order to be refunded.

• ADA:

We do still sell ADA seating over the phone when fans are having trouble online, or if they would like to exchange dates etc.

• Resale:

Assisting fans that are reselling their tickets and they are having payment issues due to the fans not having the proper payout info in, post by barcode questions on payment being held, or fans claiming errors during purchase.

• Verified Fan:

Code issues such as fans not receiving the codes, getting error messages when trying to buy, or presale questions surrounding a specific vf sale.

• Transfer:

Transfer calls range from being the transferer calling in, and the acceptor of said transfer. It could be a fan having issues sending or receiving in which we would trouble shoot and cancel the transfer so they can re initiate it.

• VIP:

Fans reach out for VIP itineraries most of the time which are send in the 48 hour window , but we do also see refund and exchange requests which are more strict than standard tickets.

• VIPNation:

Same as VIP details, but this line is dedicated to the VIP nation packages only.

• Insider Experience:

Inquiries on ticket delivery which we may or may not handle such as NCAA.

• Upsells:

A lot of various artists offer albums in sync with their ticket purchases, sometimes the redemption emails are not sent out in a timely manner, or the fans have issues in the redemption process itself in which they reach out to us for assistance, and address changes etc.

• Concert Cash/Vouchers:

Fans can win concert cash / vouchers by participating in various promotions that live nation runs such as test driving a Cadillac, attending a Zac Brown Band concert, participating in Surveys etc. Sometimes these fans lose their codes, or do not get the redemption emails and have to reach out to us for assistance.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

Responsibilities include responding to customer inquiries and performing other customer service related duties as assigned.

Requirements:

• High School Diploma or GED
• Top notch communication skills to deal with a variety of personalities
• Basic computer skills
• We prefer at least one year of recent, continuous employment, in a customer service capacity

Physical Requirements:

Ability to sit for extended periods and remain in a stationary position for more than 50% of the time, limited standing and walking throughout the day; uses hands and fingers to operate computers and office equipment, and heavy phone handling for up to 8 hours each day; must be able to talk on phone for long periods of time; exposed to office environment conditions with mid to high noise levels; may be required to occasionally lift up to 10 pounds.

YOU (BEHAVIOURAL SKILLS)

Rock Solid Reliability - Must be able to earn the trust of clients, co-workers and fans; by setting clear expectations; delivering high quality work on time and on task. Must be willing to take the time to do things right.

Act with Integrity - As a leader I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world's largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world's largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you're passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

EQUAL EMPLOYMENT OPPORTUNITY

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.

HIRING PRACTICES
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.

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