Job Summary:
JOB DESCRIPTION – Specialist – Consumer Support
Location: Charleston WV
Division: Ticketmaster NA Contact Centers
Line Manager: Manager – Consumer Support
Contract Terms: PT or FT, 40 hours per week (if full time)
THE TEAMLive Nation Entertainment is the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, ecommerce, and artist management. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.
At Ticketmaster Fans come first. We care passionately about our fan’s interaction with our service channels and as the world’s leading ticketing company, we are committed to setting the standard for a great fan experience.
THE JOB
The role of the Consumer Support team is overseeing the social media platforms of Ticketmaster / Live Nation as well as corporate escalations / investigations. Communicating with fans via X / Facebook handling their inquiries / resolving fan issues. Investigating refund requests for past date events. De-escalating the escalated calls that come in from the consumer support escalation line. Handling corporate escalations when fans reach out to TM / LN executives.
WHAT YOU WILL BE DOING
To provide Fan Friendly Service to each customer, and work collaboratively with the customer to resolve the issue at hand. Consumer Support is a multi-faceted environment that serves as the 'face' of the service department to our customers. Essentially, we are the liaison or balance between our customers 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. Primary duties of this position would encompass mail processing. Investigate Loss claims for validity and make pay/deny judgements based upon findings. Research, resolve and record complaints. Work in a multi-faceted environment that serves as the last line of fan advocacy within the contact center environment. Be dependable and maintain hours scheduled. Any 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 paced environment.
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.
• Competent decision-maker
• Ethical and professional
• Analytic thinker
• Communications expert
• Creative Thinker
• Team-oriented · Customer-centric
• Action-oriented
• Versatile and adaptable
• Emotionally intelligent
• Competent decision-maker
• Ethical and professional
• Analytic thinker
• Effective time manager
• Self motivated
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.