Customer Service Representative

2 weeks ago

Minneapolis, Minnesota, United States AEG Full time
About the Minnesota Twins

We are a dynamic and innovative organization driven by a singular purpose - to up the game, on the field and off. Our team is committed to delivering championships and being a force for good in our community. We believe in our power to create positive change and are setting the standard for a modern sports and entertainment brand that shapes a better tomorrow for all.

Position Summary

The Call Center Associate role is a part-time position that works an average of 32 hours per week. This role is responsible for assisting call center operators in providing excellent customer service, troubleshooting complex ticket difficulties, and acting as first-tier conflict resolution for our fan base. The successful candidate will also oversee all email and online chat correspondence with fans.

Essential Duties and Responsibilities
  • Supervise call center operations, including nights, weekends, and holidays when the full-time management team is unavailable.
  • Monitor inbound call queues to ensure timely responses and alleviate wait times.
  • Handle customer service complaints and issues.
  • Answer operator questions and handle issues when needed.
  • Assist the ticket office with special projects, including game-day walk-up sales and ticket services.
  • Help supervise all ticket on-sales in the call center.
  • Train new employees on ticketing and phone systems.
  • Assist in creating the call center training manual and employee guide.
  • Answer chats to the box office channel on the Satisfi platform coming in through twins.com.
  • Assist with the outbound side of the Call Center when needed and act as a liaison with the Inside Sales department in Ticket Sales & Service.
  • Support other box office staff as needed.
  • Maintain strong, cooperative inter/intra-departmental relationships and interact effectively with internal and external clients at all levels within the organization.
  • Perform other duties or tasks assigned by the Call Center Manager.
  • Participate in weekly department meetings to discuss both weekly and long-term department strategies and upcoming events.
Required Experience and Education
  • 3+ years of customer service and/or experience working in a call center.
  • Detail-oriented, organized, and able to multitask using time management skills.
  • Experience using Tickets.com ProVenue ticketing system is required.
  • Prior ticket sales and account management experience.
Essential Knowledge, Skills, and Abilities
  • Ability to supervise others in a professional manner.
  • Basic computer skills and experience with Microsoft Office products.
  • Capability to communicate positively with guests to establish their needs efficiently and courteously.
  • Able to work evenings, weekends, and holidays year-round.
  • Respect for inter-intra-departmental relations and ability to act accordingly to the organization's values at all times.
  • Ability to create solutions for fan concerns while adhering to department and team policies.
Physical Requirements
  • Must be able to be productive using a computer, keyboard, and telephone.
  • Must be able to be productive in a work environment where the noise level can be high at times.

This is a part-time position that will work an average of 32 hours per week. We encourage you to apply if you are excited about the opportunity, even if you don't meet every single requirement. We are dedicated to building a diverse and inclusive workplace.

EEO is The Law - click here for more information Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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