AXS _Contact Center Representative I

AEG Worldwide•Frisco, TX

1d•$18

About The Position

AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events – from concerts and festivals to sports and theater – at some of the most iconic venues in the world. Since our founding in 2011, we’ve consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today. We’re passionate about improving the fan experience and providing game-changing solutions for our clients, and we’re always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment. Together we keep the world cheering. Job Summary AXS is seeking a Customer Care Representative to join our team in Frisco, TX and Scottsdale, AZ. You must be able to answer phones to respond to general customer inquiries, invoice questions, and customer complaints. Project a professional company image through phone interaction. Essential Functions Manage large amounts of multi-line inbound calls in a timely manner with a phone adherence of 90%, talk time goal of 8:30 minutes and follow communication "scripts" when handling different topics from a quality assurance perspective with a goal of 90% or greater per customer experience. Handle charge by phone, Back office search functions, Back office The Order Viewer, Flash Seats for Admin, Flash Seats for Customers, Customer Service Basics, Utilizing Wiki, Slack, Five9, Escalation process, Transfer process, Brand protection (Dos and Don'ts), Outlook, including calendar, Quality Assurance, Soft skills, MOD - Method of Delivery, Back Office Refunds, Back Office Exchanges, Submitting Internal Inquiries (case by case scenarios).

Requirements

Successful completion of new hire training and nesting. Final Grade must be passing.
Two years plus previous experience in a customer support role.
Track record of exceeding performance metrics
Strong phone and verbal communication skills along with active listening.
Familiarity with CRM, Workforce systems and practices.
Customer focus and adaptability to different personality types.
Ability to multi-task, set priorities and manage time effectively.
High school diploma.

Nice To Haves

Bilingual (English and Spanish).
Higher education and contact center certifications.

Responsibilities

Manage large amounts of multi-line inbound calls in a timely manner with a phone adherence of 90%
Talk time goal of 8:30 minutes
Follow communication "scripts" when handling different topics from a quality assurance perspective with a goal of 90% or greater per customer experience.
Handle charge by phone
Back office search functions
Back office The Order Viewer
Flash Seats for Admin
Flash Seats for Customers
Customer Service Basics
Utilizing Wiki, Slack, Five9
Escalation process
Transfer process
Brand protection (Dos and Don'ts)
Outlook, including calendar
Quality Assurance
Soft skills
MOD - Method of Delivery
Back Office Refunds
Back Office Exchanges
Submitting Internal Inquiries (case by case scenarios).