Client Support Representative

3 weeks ago

New York, United States Ticketmaster Entertainment, Inc. Full time

Job Summary:

JOB DESCRIPTION - Client Support Specialist (Part-Time)

Location:Remote in US - Eastern or Central Time Zone only

Division: TicketWeb

Line Manager: Manager, Client Support

Contract Terms: Part-time, 28 hours per week (including weekends and evenings)

**Initial required training for this role is expected to take place over the course of a 2-weeks period, during regular business hours between the hours of 9-5, in our NYC office**

THE TEAM

The client services team builds and maintains relationships with various clients to understand the essentials of their business practice, ensure their business objectives are met and clients are able to utilize the various Universe and TicketWeb products and platforms. They are the voice of the client for the product team and help support the fan journey, queries and support on behalf of clients.

THE JOB

This position will support the Universe and TicketWeb divisions within Ticketmaster. You will deliver services to support the client's day-to-day needs related to the use of ticketing systems and products. The CSS will be responsible for maintaining agreed upon service levels. They will follow-up as needed with product and engineering teams to ensure we are providing timely problem resolution. Responsibilities will also include training, sharing of best practices, and general operational support including installs and upgrades. This role will be responsible for handling inbound emails from clients and ticket buyers (fans), be the first line of defense to troubleshoot issues, provide solutions and propose and implement process improvements with the broader team.

WHAT YOU WILL BE DOING

CLIENT SERVICE

  • Work closely with clients via Zoom, email and over the phone, to build their own events, manage their own on/off sales, and pull their own reports
  • Engage with event hosts and ticket buyers (fans) to resolve issues and requests with strong empathy
  • Meet and exceed client service level agreements
  • Identify process optimization and improvements to customer success flows to improve the support experience
  • Advise and assist with reporting
  • Monitor client chargeback activity and flag fraudulent trends, and alert respective teams
  • Coordinate upgrades and hardware replacements at client sites
  • Work closely with the Sales and Product teams to ensure client needs are met and clearly communicate roadblocks to the team
  • Provide after hours office support
UNIVERSE AND TICKETWEB PLATFORM SUPPORT
  • Working knowledge of Universe and TicketWeb web portals
  • Remain current with new software/product releases
  • Assist with client onboarding and ongoing maintenance
PROBLEM RESOLUTION
  • Use troubleshooting techniques and tools to identify the root cause of issues
  • Research client/customer complaints about service levels
  • Serve as primary contact for customer service escalations on behalf of clients
  • Log issues and user feedback, and work closely with developers to reproduce issues, problem-solve, and verify fixes on Universe and TicketWeb managed websites
Our job descriptions evolve with our business needs and priorities. In addition to the description above, your role may include additional duties, responsibilities, projects, and team support as needed.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS/COMPETENCIES)
  • Minimum of 2 years of experience in a customer facing role; customer success, customer service, sales or similar
  • Minimum of 1 year of account management experience such as managing partnerships across the country, with consideration for uniqueness of individual client needs
  • Strong understanding of technology and how to efficiently use it to best help out clients
  • Clear and concise verbal and written communication skills; including exceptional spelling and grammar
  • Excellent social and interpersonal skills; you're friendly and outgoing, and enjoying connecting with new people
  • Proficient working knowledge of Microsoft Office suite products
  • Understanding of the Ticketing or Live Event industry is a bonus, as is experience working in a Box Office
  • Ability to prioritize and strategize in a dynamic fast-paced environment, balancing client requests, technical hurdles, and daily management of competing priorities/deadlines
YOU (BEHAVIOURAL SKILLS/COMPETENCIES)
  • Rock Solid Reliability - I earn the trust of clients, co-workers and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things right
  • Solution Driven - I creatively find solutions to problems clients are experiencing by collaborating with management and interdepartmentally with experts that can find alternative and effective solutions to any limitations.
  • Winning Teamwork - I collaborate with others; I share information openly; I listen and take time to empathize and understand where others are coming from; I show recognition and appreciation for the contributions of others.
  • Act with Integrity - 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
  • Located in the Eastern or Central time zones in the US.


EQUAL OPPORTUNITIES

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.

CULTURE

We're fans who help fans everywhere get into the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favorite artists, teams, and shows, and we continue to shape innovation every day. We're not just selling tickets (though we do that better than anyone else), we're enriching lives one amazing experience at a time. And we think that's pretty amazing. If you're passionate about the magic of 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.

We have a 'Fan First' mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the 'Fan' you will be part of a culture that supports and enriches the fan experience. Your work, our passion... delivering world class experiences - Fan First.

The expected compensation for this position is:
$18.40 USD - $23.00 USD Hourly
** Pay is based on a number of factors including market location, qualifications, skills, and experience.

  • Client Support Representative

    4 months ago

    New Orleans, United States Ivory Full time

    We deliver the industry's most innovative and unforgettable client experience. We bring together products and solutions to enable businesses to build, operate, and grow their brand. We are eagerly searching for a driven and eager individual to step into our Client Support Representative role to help us achieve our lofty goals. The Client Support...

  • Veterinary Client Service Representative

    7 days ago

    New York, New York, United States Astoria Veterinary Group Full time

    Job Title: Veterinary Client Service RepresentativeWe are seeking a detail-oriented and friendly individual to join our team as a Veterinary Client Service Representative. In this role, you will be the first point of contact for clients, providing exceptional customer service and support.Responsibilities:Communicate with clients via phone, email, and...

  • Client Services Representative

    2 months ago

    New York, United States Cetera Financial Group Full time

    Job Description This person supports Financial Advisors (Registered Representatives) with running their day-to-day Investment practice while enhancing the customer service level and experience. This person works directly with the Registered Representative(s) to prepare and process client paperwork, perform client financial transactions, maintain client...

  • Client Service Representative

    7 days ago

    New York, United States Securitas Security Services USA Full time

    Client Service Representative We help make your world a safer place. Securitas is a global company that offers the most advanced and sustainable security solutions in the industry. We are located in 47 countries and have 355,000 employees worldwide a Client Service, Representative, Service, Retail, Security, Client

  • Client Service Representative

    2 weeks ago

    New York, United States Randstad North America, Inc. Full time

    Are you experienced in managing a heavy volume of event planning and organizing? Do you have a passion for excellent communication and guiding clients through complex processes? If so, we'd love to hear from you! We are looking for a dedicated profes Client Service, Representative, Service, Meeting, Shareholder, Retail, Staffing, Client

  • Client Service Representative

    2 weeks ago

    New York, United States Securitas Full time

    Client Service Representative We help make your world a safer place.Securitas is a global company that offers the most advanced and sustainable security solutions in the industry. We are located in 47 countries and have 355,000 employees worldwide and over 150,000 clients.Securitas plays an essential role for our clients and in society. The Client Service...

  • Client Service Representative

    2 weeks ago

    New York, United States Securitas Full time

    Client Service Representative We help make your world a safer place. Securitas is a global company that offers the most advanced and sustainable security solutions in the industry. We are located in 47 countries and have 355,000 employees worldwide and over 150,000 clients. Securitas plays an essential role for our clients and in society. The Client Service...

  • Client Service Representative

    1 week ago

    New York, United States Securitas Inc. Full time

    Client Service Representative We help make your world a safer place.Securitas is a global company that offers the most advanced and sustainable security solutions in the industry. We are located in 47 countries and have 355,000 employees worldwide and over 150,000 clients.Securitas plays an essential role for our clients and in society. The Client Service...

  • Client Service Representative

    1 week ago

    New York, United States Securitas Full time

    Job DescriptionClient Service Representative We help make your world a safer place. Securitas is a global company that offers the most advanced and sustainable security solutions in the industry. We are located in 47 countries and have 355,000 employees worldwide and over 150,000 clients. Securitas plays an essential role for our clients and in society. The...

  • Client Service Representative

    2 months ago

    New York, United States Carroll Gardens Veterinary Group Full time

    Learn more about Carroll Gardens Veterinary Group (aka The Garden Vet) here: Description Position at Carroll Gardens Veterinary Group (aka The Garden Vet) Client Service Representative Being a Client Service Representative (CSR) in a veterinary office takes a special kind of person who is able to deal with both humans and animals alike. As a CSR your...

  • Client Services Representative

    1 month ago

    New York, United States Company3Method Studios Full time

    Company: Company 3 Position: Client Services Representative Location: New York, NY (On-Site) Hours of Operation Range: 11am - 9pm *Pay Range: $18.00 - $20.00 USD hourly POSITION SUMMARY: Company 3's Client Services Team is driven by a commitment to maintain its reputation at the forefront of the industry by providing the most gracious and savvy hospitality...

  • Fraud Client Service Representative

    2 weeks ago

    New York, United States Jobs for Humanity Full time

    Fraud Client Service Representative This is a contract opportunity in Hunt Valley, Maryland. This role is only open to Year Up Grads About this position We are seeking a Fraud Resolution Specialist to handle multi-product fraud related client request Client Service, Fraud, Representative, Service, Client, Retail, Staffing

  • Fraud Client Service Representative

    1 day ago

    New York, United States Jobs for Humanity Full time

    Company Description Jobs for Humanity is collaborating with YUPRO Placement to build an inclusive and just employment ecosystem. We support individuals coming from all walks of life. Company Name: YUPRO Placement Job Description Fraud Client Service Representative This is a contract opportunity in Hunt Valley, Maryland. This role is only open to Year Up...

  • Fraud Client Service Representative

    2 weeks ago

    New York, United States Jobs for Humanity Full time

    Job DescriptionFraud Client Service Representative This is a contract opportunity in Hunt Valley, Maryland.  This role is only open to Year Up GradsAbout this position  We are seeking a Fraud Resolution Specialist to handle multi-product fraud related client requests. You will engage with clients via calls, chats, or emails in an inbound contact center,...

  • Veterinary Client Service Representative

    2 weeks ago

    New York, United States Astoria Veterinary Group Full time

    Description Position at Astoria Veterinary Group Astoria Veterinary Group is in search of a full-time or part-time (open to either) Veterinary Client Service Representative to join our growing team! We offer an AMAZING benefits package- which includes 401k, paid continuing education, student loan support, mental health and family support sessions, generous...

  • Client Service Representative

    2 months ago

    New York, United States Carroll Gardens Veterinary Group Full time

    Learn more about Carroll Gardens Veterinary Group (aka The Garden Vet) here: Description Position at Carroll Gardens Veterinary Group (aka The Garden Vet) Client Service RepresentativeBeing a Client Service Representative (CSR) in a veterinary office takes a special kind of person who is able to deal with both humans and animals alike. As a CSR your primary...

  • Client Service Representative

    4 weeks ago

    New York, United States The New York Times Full time

    The mission of The New York Times is to seek the truth and help people understand the world. That means independent journalism is at the heart of all we do as a company. It's why we have a world-renowned newsroom that sends journalists to report on the ground from nearly 160 countries. It's why we focus deeply on how our readers will experience our...

  • CLIENT SERVICES REPRESENTATIVE

    5 days ago

    New York, United States Rentokil North America Full time

    Answers customer/client requests or inquires concerning services, products and problems/issues that may arise. Utilizes operational system to process service requests promptly. May be tasked to work in one or multiple queues/skill sets over various c Client Service, Representative, Project Management, Service Manager, Business Services

  • Client Service Representative

    2 weeks ago

    New York, United States MMC Group Full time

    URGENT! MMC is seeking to identify candidates that meet the following:High Overview:Job Title: Communication Services RepresentativeStart Date: 01/06/2025Location: Onsite - 77 Water StreetRate of Pay: $18.00 (Bilingual) Languages Needed: Spanish: 20 Russian: 2 Mandarin: 3 Cantonese: 1 Korean: 1 Haitian Creole: 2 Punjabi: 1 JOB DETAILS: Responds to...

  • Client Support Engineer

    4 days ago

    New York, United States THRIVE Full time

    ONSITE IN NYC 5x PER WEEK! About Us  Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is...