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.

Position Purpose:
"When we listen to how our patrons talk and feel, we are best positioned to provide them with world-class experiences at our venues."

The Contact Center Agent for the City of Denver is responsible for providing quality, efficient customer service to customers that events at City of Denver venues. As Contact Center Agent you will be responsible for providing quality and efficient customer service to a diverse clientele attending events at City of Denver-owned venues. The Contact Center Agent will also provide information and referrals to non-AXS ticketed events.

We'd love to hear from you if you:

• Maintain a positive attitude to provide a positive experience. Ability to appear eager to solve concerns and to have a long-term view of the importance of maintaining a relationship with each customer.
• Possess and maintain a positive attitude to ensure that customers have a positive experience. Be eager to provide solutions for a variety of customer issues and concerns and build sustainable and trustworthy relationships for the long term.
• Are passionate about serving the community and patrons of the City of Denver venues and can actively listen to the customer's expectations/concerns /frustration and clarify what you are hearing from your customer before you begin to act.
• Look for solutions that allow a win-win solution, confirm the solution, and resolve the problem.
• Are a doer- you find the opportunities to help customers, and not only do you take them, but you pride yourself on making it a positive experience. We value points of view but with low ego, express compassion, and can easily adapt to different cultural business practices.
• Are a clear, responsive communicator who is up to the challenge of working across a broad range of audiences in writing, on the phone, and in person.
• Have a product and customer mindset-you are always looking for ways to make have things better and a track record that proves it.
• Love working with people, and they love working with you.

What Will You Do?

• Respond to customer queries in a timely manner via phone, email, or internal communication provider.
• Provide information, answer questions, and refer any non-AXS event customers to the appropriate person/company.
• Ability to multi-task and keep a record of customer-specific information outsourced to various departments for follow-up communications.
• Provide customers with 'how to' information and other end-user issues with AXS platforms
• Adhere, communicate, and reinforce the policies and procedures of AXS, the City of Denver, and related properties.
• Identify customer needs, clarify information, research every issue, and provide solutions and /or alternatives, while documenting all conversations in our CRM in a comprehensible way.
• Ensure ADA-compliant ticketing practices.
• Perform other duties and responsibilities as assigned.
• Become well-versed in all aspects of the AXS platform, including mastery of the ticketing system and high competence in all related products, partners, and offerings.
• Act as a liaison between end users and clients to other AXS departments, including product, customer service, account management, and finance.

What Will You Bring?

• Strong knowledge of and experience in ticketing operations, specifically in relation to large-scale entertainment and sporting events in a management
• Demonstrated ability to adapt to a new environment and learn new skills
• Demonstrated excellent written and verbal communication skills, including the ability to successfully communicate with clients and other employees
• Service-oriented, with strong organizational skills and an eye for detail
• Project management and/or supervisory experience a plus
• Highly computer literate, including proficiency in Microsoft Office and other web-based software platforms.

Bonus points if You Have

• Experience with Zendesk software is preferred, but not required.

Pay Scale: $15.07-$21.97

Benefits:

We offer a comprehensive benefits package that includes: medical, dental and vision insurance, paid holidays, vacation and sick time, company paid basic life insurance, voluntary life insurance, parental leave, 401K plan (with a current employer match of 3%), flexible spending and health savings options, and wellness offerings.

What's in it for You?

• Having an impact by providing world-class customer service experiences for City of Denver.
• Extraordinary People – we're not kidding!
• Meaningful Mission - Helping revolutionize an industry and deliver better experiences for fans and clients around the world.
• Opportunities for learning and leveling up through training and education reimbursement.

Why AXS?
AXS, sells millions of tickets every year for 500+ partners across North America, Europe, and Asia, from venues like the O2 in London and the Red Rocks Amphitheatre in Denver to teams like the Los Angeles Clippers, Minnesota Timberwolves, and Houston Rockets. Headquartered in Downtown Los Angeles, California, AXS employs more than 500 professionals in multiple locations worldwide, including Charlotte, Cleveland, Dallas, Denver, Las Vegas, London, Tempe, Stockholm, and Tokyo. At each location you'll find a team of dedicated, diverse employees (we've dubbed ourselves "Fanatix") who create groundbreaking products and services in a fun, fast-paced environment. We love what we do along with our fantastic culture, enviable perks, and comprehensive benefits.

To learn more about our culture and values, visit: https://solutions.axs.com/careers/