Customer Service Representative

Job Description

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.

Qualifications:

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.

Jobcode: Reference SBJ-rj2mk0-3-133-144-197-42 in your application.