Festival Agent, Customer Support

Job Description

Seasonal Festival Agent, Customer Support

POSITION OVERVIEW

The Festival Agent, Customer Support is charged with assisting all patrons to resolve ticketing and technical issues and questions.

Working closely under the direction of the Festival Manager, Customer Support, the Festival Agent, Customer Support helps further Sundance Institute’s commitment to providing the best Festival experience possible and introducing the work of independent artists to new audiences.

This temporary position works full time remotely from Monday, December 27, 2021 through Sunday, January 30, 2022 and will be required to work extended hours including evenings and weekends at key points around events and deadlines.

Top priorities include but are not limited to…
• Assisting patrons with a full array of customer support processes and questions (registration, purchasing festival passes, ticket packages, individual tickets, etc.).
• Assisting patrons with a multitude of technical support questions (browsers, compatibility, computer settings, etc.).
• Entering details of all phone and email inquiries and issues on the customer service log.
• Reporting refunds made through Customer Support to Accounting.
• Entering and maintaining accurate customer information in the Content Management System (CMS) and ticketing system.
• Forwarding all cancellations daily to the Festival Manager, Ticketing Operations and Festival Manager, Customer Support Operations.
• Providing written feedback to be included in the department wrap report.

You have the following direct or transferable skill sets:
• Legal authorization to work in the United States.
• Outstanding verbal, written, and interpersonal communication skills to work effectively with a variety of people.
• Excellent organizational skills including the ability to self-manage a work schedule.
• Ability to work nights and weekends around events and key deadlines.
• Customer support or call center experience.
• Working knowledge of databases along with proficiency in Google Products.
• Experience working with TopTix or another ticketing system preferred.

You will be successful in this role if you…
• Help patrons have the best Festival experience possible by assisting with inquiries quickly and resolving or escalating issues.
• Demonstrate patience and understanding with internal and external constituents.
• Work collaboratively to support your fellow team members and patrons.
• In addition to a competitive hourly pay of $16.00, this position comes with awesome benefits & perks, including:
• Eligibility for paid sick leave and holidays
• Sundance Film Festival passes and benefits (varies each year)
• Limited employee assistance program

Jobcode: Reference SBJ-r7k969-18-119-105-239-42 in your application.