Job Summary:
THE TEAM
The Broker Operations Support (BOS) team is responsible for the management and oversight of all transactions between our Professional Resellers and our fans. Maintaining and growing relationships with our sellers and providing the best possible experience for our fans is a core focus. The team is highly visible externally and plays a cross-functional role internally by helping to drive resale initiatives across Operations, Partner Services and Category Management that touch all live event genres (e.g., professional sports, concerts and theater).
THE JOB
As a Broker Operations Support Representative, you will be responsible for providing excellent service to our Professional Reseller partners, aiding with any fulfillment/delivery issues, and working cross-functionally with our internal support teams to resolve transactional-level errors that may arise.
You will be tasked with ensuring that seller performance metrics are met and that sellers abide by the terms and conditions we have outlined within our Seller Handbook and Seller Agreement.
Performance will be measured by, but not limited to: the ability to resolve issues in a timely and efficient manner; an ability to multitask, work collaboratively with our sellers and cross-functionally between departments; as well as maintain a positive attitude in what can often be a fast-paced environment. If you thrive in this environment, we may be a good fit.
WHAT YOU WILL BE DOING
Resolve transactional-level issues for our Professional Resellers and fans. These include fulfillment issues, re-transferring of tickets, changes in delivery method, barcode unlocks/errors, manual order completion, and more
Answer all seller inquiries via our Seller Support Portal regarding ticket delivery/tracking and order status
Responsible for thorough and accurate documentation of all seller/internal interactions
Working cross-functionally with our Contact Center, Broker Product Support, and Partner Services teams to identify escalated issues and keep the seller informed throughout the process
Monitor seller performance metrics to ensure that broken and rejected orders are minimal and to ensure that tickets are delivered accurately and on time
Capture seller feedback on products and services and communicate the needs of the sellers to internal constitutes. You are the voice of the seller!
Demonstrate appropriate level of understanding of industry dynamics and take action to drive positive results
Possible opportunities to provide onsite support for events like the Super Bowl, US Open, Masters, and summer music festivals
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
Service-focused relationship builder: strong relationships with our sellers are critical to our success. It is essential to honor our commitments and provide them with timely and impactful support. We are looking for representatives that are customer-obsessed and ready to solve the changing needs of our clients
Cross-functional team player: we value transparency and helping one another. There is no -me- culture. Communication across the entire team will lead to greater individual success
Experienced and resourceful Business Development Executive: Identifying and implementing growth opportunities throughout all areas of our business. You are the eyes and ears of our seller partners and should seek out opportunities to improve the business for the mutual benefit of our company and our partners
YOU (BEHAVIOURAL SKILLS)
2+ years of Inside Sales/Customer Service experience, preferably in a call center type of environment
Ability to manage multiple tasks in a fast-paced environment
Proven problem-solving skills, attention to detail, and the ability to follow up in a timely manner
Clear and effective communication with sellers and internal departments
Excellent organization skills
Must be self-directed and effective working independently, yet equally comfortable contributing in a team environment
Possess high competency with Microsoft Office/Excel; knowledge of Salesforce is a plus
Must be available and willing to work a flexible schedule, including evenings, weekends, and holidays
NOTE: - Being fully vaccinated against COVID-19 and/or providing proof of a negative COVID test at least every 48 hours will be required for this position to work in an office or venue.-
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.
EQUAL EMPLOYMENT OPPORTUNITY
We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.
We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.
We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.
HIRING PRACTICES
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.
