Coordinator, Customer Service and Ticket Operations

Job Description

Our Commitment to Diversity, Equity, and Inclusion

Diversity, equity, and inclusion (DE&I) are integral to who we are as an organization. We believe that our workforce should reflect the vast diversity of the communities we serve and that diverse voices should be elevated and intentionally integrated into our work. We welcome individuals from non-traditional backgrounds, historically marginalized, or underrepresented groups to apply and join our team. Even if you feel as if you do not meet 100% of the qualifications, we still strongly encourage you to apply.

The Pirates Why

The Pittsburgh Pirates are a storied franchise in Major League Baseball who are reinventing themselves on every level. Boldly and relentlessly pursuing excellence by:
• purposefully developing a player and people-centered culture;
• deeply connecting with our fans, partners, and colleagues;
• passionately creating lifetime memories for generations of families and friends; and
• meaningfully impacting our communities and the game of baseball.

At the Pirates, we believe in the power of a diverse workforce and strive to create an inclusive culture centered in Passion, Innovation, Respect, Accountability, Teamwork, Empathy, and Service.

Job Summary

This position will work alongside the Manager, Customer Service and Manager, Ticket Operations and be responsible for inbound Customer Service Line, Talkback and Ticket services Emails and our live chat platform Satisfi, as well as processing and fulfillment of all individual, season, group, and hospitality orders. They will assist on game days as needed in the Customer Service department and Ticket Office.

Responsibilities:

Primary:
• Support part time staff on the inbound channels, which requires answering incoming phone calls, live chats, troubleshooting problems, and ensuring work is done correctly.
• Assist in answering incoming customer service emails.
• Assist with part time staffing, such as: hiring, training, and scheduling.
• Having knowledge of all policies and making sure staff is enforcing them.
• Assisting part time staff with ProVenue needs based on the phone call (i.e. ticket exchanges)
• Ensuring there are sufficient supplies to create fan packs on request.
• Assist with PNC Park Tours which requires assisting with giving the tour, scheduling, answering incoming calls and emails.
• Assisting and working game days, which requires troubleshooting issues in person, meeting and talking to fans, answering incoming calls.
• Responding to emails, calling customers, participating in meetings, etc.
• Support the Ticket Operations Department when assigned by a manager.
• All other duties as assigned by the Manager, Customer Service.

Secondary:
• Process tasks in ProVenue using KORE CRM.
• Assist TOAs in organizing box office.
• Assist at ticket windows on gamedays if needed.
• All other duties as assigned by the Manager, Ticket Operations.

Jobcode: Reference SBJ-g6yzbq-18-221-101-89-42 in your application.