Representative - Client Support

Job Description

THE TEAM

The Client Support Team supports the Box office, CSS and Promotors.

THE JOB

We support the field in various ways such as OTL (over the ticket limit) checks, Evert Changes notifying fans when an event changes. Event Discrepancy notifying fans of event issues such as pricing errors. RTS (return to sender mail) we notify fans when their tickets come back in the mail. EVCAL (event calendar) report reflects accounts that need to have the address/name updated, tickets that haven't printed, accounts unbalanced. We reach out to fans to assist in any last-minute account issues and resolve them before the start of the event.

WHAT YOU WILL BE DOING

Responsibilities include finalizing all sales for events in order to avoid last minute customer/client inconvenience and potential lost ticket sales. Support Ticketmaster clients and field offices regarding phone and internet sales. Ensuring all calls are answered within 10 seconds in a polite, professional, and helpful manner. Other duties as assigned.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• Individual must be customer focused.
• Must have knowledge of TM host systems.
• Must have problem solving skills, active listening skills, and be able to multi-task in a fast pace environment. Prefer an individual with at least 30 days experience using TM Win.
• Must have high Quality Assurance scores within last three months.
• High school or equivalent. Bachelor's degree a plus.
• Sits for extended periods of time at a computer station or work desk; must be able to 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.
• In Canada only- The agent must be fluent in both English and French language

YOU (BEHAVIOURAL SKILLS)
• Ticketmaster Core Values

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

Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathise 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

CULTURE

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.

You would have got a first feel of what it is like working at Ticketmaster through our career site and looking at our Ticketmaster Values. Are you ready to start your journey with us? One of your first stops would be our Going Live Session, our own way of welcoming you to Team Ticketmaster.

Ticketmaster is the world's largest ticket marketplace and the global market leader in live event ticketing products and services. Through official partnerships with thousands of venues, artists, sports teams, festivals, performing arts centres and theatres, Ticketmaster now processes over 500 million tickets. As part of Live Nation Entertainment, the largest live entertainment company in the world, Ticketmaster is traded on the New York Stock Exchange as NYSE: LYV.

Ticketmaster operates in over 30 countries across North America, South America, Europe and Asia Pacific. Overall, the company employs over 6,500 individuals. Ticketmaster was established in Phoenix, Arizona in 1976.

Jobcode: Reference SBJ-d555v7-3-149-233-72-42 in your application.