Job Summary:
THE TEAM
The Client Support team is responsible for working with Client Managers to ensure the smooth running of events, assisting in preventing last-minute customer or client inconvenience and potential lost ticket sales, while supporting Ticketmaster clients and Client Management teams.
THE JOB
Client Support is a multi-faceted environment that is essentially the liaison or balance between our fans and our services.
We are the central point of contact where service incidents and inaccuracies are researched, resolved, and recorded. This group handles multiple service incidents across all sales channels.
You’ll be working collaboratively with Client Managers and stakeholders to notify fans of event variations.
Hours are worked on a rotating roster
Hours of Operation - Monday - Friday 0900 -1900
Rotating 1 in 5 weekends - Saturday & Sunday 0900 -1700
WHAT YOU WILL BE DOING
The Client Support Representative supports the business in various ways such as:
• Mass relocation of accounts within a venue or across venues
• Account checks (flagging unbalanced accounts)
• Official communications and notifications to fans when an event changes (cancellations, rescheduling, postponements) and managing the following fan request process
• Contact fans with event discrepancies, notifying them of any issues; assist in any last-minute account issues and resolve them urgently before the start of the event.
Primary duties of this position would encompass handling bulk refunds, relocating accounts, contacting fans via SMS and email, as well as assisting with Account management of our Support and Ops teams and Ticketmaster/Live Nation executives.
Our team works in a multi-faceted environment that serves as the last line of fan advocacy. We are seeking candidates who are detail-focused with a genuine interest in finding the best outcome for both fans and our clients; dependable, flexible and able to maintain hours scheduled.
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
The successful candidate will be detail-focused with a genuine interest in finding the best outcome for both fans and our clients.
A strong knowledge of Ticketmaster Host systems, MS Excel, Salesforce and Zendesk would be highly regarded.
Success will require strong problem-solving skills, active listening skills, clear and concise communication skills and be able to multi-task in a fast-paced environment.
Excellent English skills, particularly regarding grammar and comprehension are vital.
A strong track record of teamwork is essential, as is being able to work independently.
• Detail focused
• Analytic thinker
• Communications expert
• Creative Thinker
• Team-oriented
· Fan-centric
• Action-oriented
• Versatile and adaptable
• Emotionally intelligent
• Competent decision-maker
• Ethical and professional
• Effective time manager
• Self-motivated
YOU (BEHAVIOURAL SKILLS)
▪ Rock Solid Reliability – Must be able to earn the trust of clients, co-workers and fans; by setting clear expectations; and delivering high-quality work on time and on task. Must be willing to take the time to do things right and accept input/edit notes from teammates as necessary.
▪ Act with Integrity – As a leader, 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
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 OPPORTUNITY
We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business, we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities
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