Job Description
Broker Operations Support Representative
Location: Remote/Rolling Meadows, IL
Division: Resale
THE TEAM
The Broker Operations Support (BOS) team is responsible for the management and oversight of all transactions between our Professional Resellers and our fans. Maintaining and growing relationships with our sellers and providing the best possible experience for our fans is a core focus. The team is highly visible externally and plays a cross-functional role internally by helping to drive resale initiatives across Operations, Partner Services and Category Management that touch all live event genres (e.g., professional sports, concerts and theater).
THE JOB
As a Broker Operations Support Representative, you will be responsible for providing excellent service to our Professional Reseller partners, aiding with any fulfillment/delivery issues, and working cross-functionally with our internal support teams to resolve transactional-level errors that may arise.
You will be tasked with ensuring that seller performance metrics are met and that sellers abide by the terms and conditions we have outlined within our Seller Handbook and Seller Agreement.
Performance will be measured by, but not limited to: the ability to resolve issues in a timely and efficient manner; an ability to multitask, work collaboratively with our sellers and cross-functionally between departments; as well as maintain a positive attitude in what can often be a fast-paced environment. If you thrive in this environment, we may be a good fit.
WHAT YOU WILL BE DOING
• Resolve transactional-level issues for our Professional Resellers and fans. These include fulfillment issues, re-transferring of tickets, changes in delivery method, barcode unlocks/errors, manual order completion, and more
• Answer all seller inquiries via our Seller Support Portal regarding ticket delivery/tracking and order status
• Responsible for thorough and accurate documentation of all seller/internal interactions
• Working cross-functionally with our Contact Center, Broker Product Support, and Partner Services teams to identify escalated issues and keep the seller informed throughout the process
• Monitor seller performance metrics to ensure that broken and rejected orders are minimal and to ensure that tickets are delivered accurately and on time
• Capture seller feedback on products and services and communicate the needs of the sellers to internal constitutes. You are the voice of the seller!
• Demonstrate appropriate level of understanding of industry dynamics and take action to drive positive results
• Possible opportunities to provide onsite support for events like the Super Bowl, US Open, Masters, and summer music festivals
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• Service-focused relationship builder: strong relationships with our sellers are critical to our success. It is essential to honor our commitments and provide them with timely and impactful support. We are looking for representatives that are customer-obsessed and ready to solve the changing needs of our clients
• Cross-functional team player: we value transparency and helping one another. There is no ''me'' culture. Communication across the entire team will lead to greater individual success
• Experienced and resourceful Business Development Executive: Identifying and implementing growth opportunities throughout all areas of our business. You are the eyes and ears of our seller partners and should seek out opportunities to improve the business for the mutual benefit of our company and our partners
YOU (BEHAVIOURAL SKILLS)
• 2+ years of Inside Sales/Customer Service experience, preferably in a call center type of environment
• Ability to manage multiple tasks in a fast-paced environment
• Proven problem-solving skills, attention to detail, and the ability to follow up in a timely manner
• Clear and effective communication with sellers and internal departments
• Excellent organization skills
• Must be self-directed and effective working independently, yet equally comfortable contributing in a team environment
• Possess high competency with Microsoft Office/Excel; knowledge of Salesforce is a plus
• Must be available and willing to work a flexible schedule, including evenings, weekends, and holiday.
YOU (BEHAVIOURAL SKILLS/COMPETENCIES)
Rock Solid Reliability – We earn the trust of clients, co-workers and fans; we set clear expectations; we deliver high quality work on time and on task; we take the time to do things right
Solution Driven – we 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 – We collaborate with others; we share information openly; we listen and take time to empathise and understand where others are coming from; we show recognition and appreciation for the contributions of others
Act with Integrity – we are proud of the way we represent ourselves and the company to others; we act with good intentions; we have direct, honest conversations while creating a safe work environment for open dialogue; we represent information and data accurately and completely
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 favourite 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.
Jobcode: Reference SBJ-gmoz9x-3-236-19-251-42 in your application.