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. .

Our Contact Center revolves around the core philosophy that we are relentlessly committed to ensuring a one step beyond customer experience. Innovation, creativity and passion are the forever-improving performance drivers that move us forward. We empower you so you can empower our customer. We ask to answer. Start Date- Feb. 6, 2023. In an abundance of caution, please note that the company requires all employees to be vaccinated against Covid 19. Starting rate is $18/hour with an additional language differential for bilingual Spanish / English. Free parking and a fun work environment are just a few of the great reasons to work here! Background checks are required.

We'd love to hear from you if you:

Maintain a positive attitude to provide a positive experience. You have the ability to appear eager and to solve concerns and to have a long-term viewpoint of the importance of maintaining a relationship with each customer.

Have the ability to actively listen to the customer's expectations/concerns /frustration and clarify what you are hearing from your customer before you begin to act.

If you look for solutions which allow a win-win solution, confirm the solution and resolve the problem.

Are a doer. You find the opportunities to help customers and pride yourself on making it a positive experience.

You value differing 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 and are always looking for ways to make things better. Your track record that proves it.

Love working with people and they love working with you.

Description

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.

Primary Duties/Responsibilities:

Manage large amounts of multi-line inbound calls in a timely manner with a phone adherence of 85%, talk time goal of 7:30 minutes and follow communication "scripts" when handling different topics from a quality assurance perspective with a goal of 80% or greater per customer experience. Agents will 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

Customer focus and adaptability to different personality types

Ability to multi-task, set priorities and manage time effectively

High school diploma; Higher education and contact center certifications a plus

About Us:

At AXS we provide full event lifecycle solutions to empower venues, teams, artists and fans with the best technology solutions and the richest insights for the entire event experience. We provide the only full fan-lifecycle platform – from discovery, to purchasing, to both at-event and post-event solutions – that makes data actionable and drives fan engagement and loyalty. With over 450 employees in 3 countries, our combined entity is the new leader of digital ticketing for live entertainment venues and fans. AXS, a subsidiary of AEG, sells millions of tickets every year for 300+ clients in the US and Europe, 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, we also work in wonderful offices throughout the US, the UK, and Europe. 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.