Guest Services Representative-Processing

3 weeks ago

Raleigh, United States On Location Inc. Full time
Who We Are:

On Location is a premium experience provider, offering world class hospitality, ticketing, curated guest experiences, live event production, and travel management across sports, entertainment, and fashion. From unrivaled access for corporate clients to guests looking for fully immersive experiences at marquee events, On Location is the premier and official service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals. The company also owns and operates a number of unique and exclusive experiences, transforming the most dynamic live events into a lifetime of memories. On Location is a subsidiary of Endeavor, a global sports and entertainment company.

Endeavor is a global sports and entertainment company, home to many of the world's most dynamic and engaging storytellers, brands, live events, and experiences. The Endeavor network specializes in talent representation through entertainment agency WME; sports operations and advisory, event management, media production and distribution, and brand licensing through IMG; live event experiences and hospitality through On Location; full-service marketing through global cultural marketing agency 160over90; and sports data and technology through IMG ARENA and OpenBet. Endeavor is also the majority owner of TKO Group Holdings (NYSE: TKO), a premium sports and entertainment company comprising UFC and WWE.

Our Guest Service Agent Processing primary responsibility is to process new and existing Orders (ticketing) with exceptional customer service before and during events related to sports, music and lifestyle. This position will work directly with Guest Service Agents and Fulfilment to ensure timely processing and accuracy of guest orders in a professional, efficient, friendly manner. Key characteristics for success include strong organizational skill, high attention to detail, speed, accuracy with exceptional written and verbal communication skills. This individual must also possess the ability to manage multiple tasks and projects at the one time. This person should demonstrate a desire to learn and grow and offer ideas and suggestions to streamline the ticket processes. Day-to-day responsibilities include:

•Proficiency: Experience with popular ticketing systems (e.g., TPS, EIBO, Ticketmaster, Eventbrite, Zendesk, or bespoke ticketing platforms).

•Attention to Detail: Ability to accurately process and review ticket orders and payments.

•Customer Service Orientation: Strong communication skills for assisting customers with inquiries, troubleshooting, and resolving ticket-related issues.

•Multi-Tasking: Managing high volumes of ticket requests, often during busy or peak times.

•Ticket Validation: Verifying and validating tickets for events or services, including digital and paper formats.

•Refund and Exchange Processing: Handling requests for ticket refunds, exchanges, or cancellations.

Data Entry Skills

•Typing Speed and Accuracy: Ability to enter data quickly and accurately, minimizing errors.

•Organizational Skills: Keeping records, files, and data in order, ensuring easy access and retrieval.

•Basic Analytical Skills: Reviewing data for inconsistencies or missing information and making corrections as needed.

Soft Skills

•Time Management: Prioritizing tasks to meet deadlines, especially during busy periods.

•Problem-Solving: Ability to troubleshoot issues related to tickets or data discrepancies.

•Communication: Clear and professional communication when interacting with customers or team members.

Qualifications:

•High school diploma or equivalent

•Experience in a customer service position (minimum of 2+ years) preferably in event and/or travel and hospitality industry

•Exceptional interpersonal skills - a collaborative style and ability to communicate effectively at all levels with strong oral, written, and presentation skills

•Passion for helping others and a strong ability to express empathy, remain calm, cool, and collected with demanding customers always

•Attention to detail and accurate data entry and typing skills

•Ability to multi-task within a high-pressure environment

•A proven record of accomplishment of strong personal effectiveness in which imaginative and distinctive service have been demonstrated

•Continually strive for self-development and discovering better means of accomplishing both personal and professional goals

•Flexibility with weekend shifts and extended work during holidays and seasonal busy periods

This job description is not designed to cover or contain a comprehensive listing of the employee's activities, duties, or responsibilities for this job. Duties, obligations, and activities may change at any time with or without notice.

Travel:

Must be adaptable with work and travel schedule and be available to travel for work which may include extended work hours during nights, weekends, and holidays. This position may require up to 10% travel.

Endeavor unites and brings people together in our love of sport, culture, and entertainment. We understand this can only be accomplished when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture, we strive to reflect the world's diverse voices.

Endeavor is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.

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