Representative - Client Services

Job Description

JOB DESCRIPTION – TicketWeb Client Service Representative

Location: Major American cities, however standard working hours will be PST

Division: Small Venues & Attractions

Contract Terms: 40 Hours; Non-Exempt

THE TEAM

The Client Services Team is responsible for training and consulting clients on the TicketWeb and TM1 platforms and for promoting TicketWeb's service with the highest level of professionalism. Additional responsibilities include supporting customer and fan inquiries regarding their TicketWeb purchases.

THE JOB

Do you love live music like us? Do you love the intimacy of a small club where you are so close to your favorite indie artist that you can almost reach out and touch them? If so, we want to talk to you. We are hiring a client services representative to join our team.

We are a small group that works every day to make sure that clients have all of the tools that they need to play off successful events. We work with clients beginning with the initial event build process all the way through the event date to ensure a successful show. As s Small Venues & Attractions client service representative you will be the main point of contact for training clients on the TicketWeb and TM1 platforms and ensuring that all of their customer service needs are taken care of. We work in a fast paced and dynamic environment and each day is a new challenge. If this sounds like the challenge for you – we would love to hear from you.

WHAT YOU WILL BE DOING
• Train clients on TicketWeb's self-service software to develop independent, full-user clients.
• Work closely with clients primarily via Zoom and over the phone, to build their own events, manage their own on/off sales, and pull their own reports.
• Maintain excellent relations between TicketWeb and its clients including telephone and e-mail support to resolve account and technical issues.
• Consult clients on ticketing & marketing best practices to improve their business.
• Responsible for accomplishing Operations departmental goals, including ongoing client training, increasing sales, and offering ideas to improve operational efficiency.
• Resolve or escalate issues for TicketWeb managed websites.
• Conduct exhaustive User Acceptance Testing for all new products, establishing if the product meets the target requirement, and adhering to release deadlines.
• Provide system demonstration to potential clients in partnership with Sales Team to recruit new sales.
• Establish clear communication via management of extensive reporting with finance team, customer service team, and client about the account status for cancellations and customer refunds during COVID efforts to postpone/reschedule events.
• Serve as primary contact for customer service escalations on behalf of clients.

WHAT YOU NEED TO KNOW
• Must have excellent verbal and written communication skills.
• Must have excellent analytical and problem-solving skills.
• Familiarity with the Internet, software, and software support.
• Must have excellent organizational skills and an ability to prioritize and handle many tasks at once in a very fast-paced and changing environment.
• Must possess a working knowledge of Microsoft Word and Excel, Facebook, Twitter and other social media tools.
• Understanding of the ticketing or live event industry a significant plus
• Account management chops are a core element of the job, and you must be able to manage partnerships from the across the country, with considerations for uniqueness of individual clients. A service-oriented mindset is critical, where you're able to work to find common ground with clients
• Ability to prioritize and strategize in a dynamic fast-paced environment, balancing client requests, technical hurdles, data requests, and daily management with short lead times.
• Being fully vaccinated against COVID-19 and/or providing proof of a negative COVID test at least every 48 hours will be required for this position to work in an office or venue.

YOU (BEHAVIOURAL SKILLS)
• Being highly collaborative in this role is a must – you need to have a wide variety of interests to manage our diverse client set. The days, quarters and years will rarely be the same.
• Acting with Integrity is critical to success both within the organization, but also with how we comport ourselves to clients.
• Lead by Example with your team – in this role you will be one of the leads within the team and you must be willing to do the hard work and know when to take a step back.
• Don't be afraid to be wrong – this is a dynamic ecosystem, and while you should have a firm opinion and be willing to voice it, be flexible and learn that it's ok to reset direction and expectations as necessary with the market conditions.

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world's largest live entertainment company.
Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world's largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you're passionate about 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.
Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

EQUAL EMPLOYMENT OPPORTUNITY

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case by case basis.

Jobcode: Reference SBJ-d5pjkz-52-14-126-74-42 in your application.