Ticket Operations and Fulfillment Specialist

Victory Live•Atlanta, GA

2d•Onsite

About The Position

The Ticket Operations and Fulfillment Specialist is responsible for managing the day-to-day ticket fulfillment process. This role supports our Partners, Travel Agents, and Customers via phone and email, and provides technical assistance related to various API integrations with partner and automation platforms. This position combines customer service, operational support, and system management. The ideal candidate thrives in a high-volume, time-sensitive environment and delivers exceptional service. This is a full-time, exempt position reporting to the Operations Coordinator. The role is in-office at our Buckhead, Atlanta location and requires a set schedule of 2:00 - 11:00PM, including at least one weekend day.

Requirements

Outstanding attention to detail
Strong verbal and written communication skills, including the ability to support upset or frustrated clients with professionalism and empathy
Excellent organizational, administrative, and interpersonal skills
Comfortable working in a collaborative team environment
Able to prioritize multiple tasks with minimal guidance and proactively identify and resolve issues
Able to quickly learn and effectively utilize new software
Identifying gaps in our supply of inventory in advance of an event
Ability to conduct quick, thorough research to troubleshoot errors
Ability to leverage software and resources to manage tasks effectively
Professional demeanor; able to perform well in high-pressure situations
A complete understanding of the Ticket Evolution business model
High school diploma and 2+ years of relevant experience, or an Associate’s degree from an accredited institution
Proficiency with Microsoft Office Suite and Google Workspace (Chrome, Gmail, Google Docs, Google Sheets)
Strong problem-solving, research, and analytical capabilities
Proficient computer and typing skills
Flexibility to work nights and weekends as needed to meet business demands

Nice To Haves

Bachelor’s degree from an accredited institution and at least 1 year of related experience

Responsibilities

Execute daily fulfillment processes and protocols
Utilize all primary ticketing systems (Ticketmaster, SeatGeek, AXS, etc) to deliver tickets to buyers
Process end-customers in both the purchasing and fulfillment of ticket orders (digital, print, and physical) for concerts, festivals, sports, theater, and other live events in accordance with event and client-specific protocols
Apply marketplace policies to orders, and handle claims protocols for all buyers reporting order issues
Understand the unique (Ticket Evolution) service offerings
Support the concierge/travel department to source and quote inventory to convert sales
Prioritize and respond to e-mails and phone calls in a fast-paced environment
Assist our Clients with a variety of requests, including researching and resolving common issues
Escalate client requests to appropriate teams or individuals when necessary
Build sustainable, trusting relationships with our Clients through open and interactive communication
Follow up on client requests to reach a satisfactory resolution
Leverage software to complete client requests
Collaborate with peers across all departments to improve the overall Member experience
Meet or exceed department standards for quality of service