Specialist I - Client Support

Posted Date:12/19/2017 4:36:39 PM
Job Type: Full Time
Req #: JR-10077
Location: San Francisco, CA
Job Category: Operations

Job Summary:

Awesome Job:           Specialist – Client Support              

Great Location:        San Francisco or Hollywood

Who we are.
We’re fans who help fans everywhere get in to the live events they love.  A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favorite artists, teams, and shows, and we continue to shape innovation every day. We’re not just selling tickets (though we do that better than anyone else), we’re enriching lives one amazing experience at a time. And we think that’s pretty amazing. If you’re passionate about the magic of 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.

Why you should work with us.
Our biggest investment is in our people. We offer comprehensive health benefits and 401k matching, student loan assistance, plus career-boosting opportunities like tuition reimbursement and targeted development sessions to help all eligible employees thrive. At Ticketmaster, expect the fast-paced excitement of a startup with the rock-solid support from an industry leader – with plenty of ticket perks on the side.

See what it’s like working at Ticketmaster.

The Ticketweb Team:

A career at TicketWeb will challenge and engage you. TicketWeb is the division of Ticketmaster focused on independent clubs, venues and promoters.  We provide self-service event management tools that connect fans with our clients. The pace here is fast, the atmosphere is fun and a passion for live events is a common thread that ties us together. As a global and growing business, we can truly offer a world of opportunities to expand your skills and develop your career.  Visit any of our offices and you'll find a diverse mix of passionate employees, helping fans around the globe connect with the artists, teams and events they love.  It truly is a unique and rewarding environment. 

The role:

The Specialist – Client Support will promote TicketWeb’s service with the highest level of professionalism both internally with staff, and externally with top clients and customers.  The primary responsibilities are managing documentation and “Help” on TicketWeb’s ticketing system for consumers, leading customer support services for all TicketWeb clients and customers nationwide, and general account management for a top, consumer-centric client, and other special projects as assigned.

What the job is:

  • Account management: Supporting 30+ top tier clients and management team, responsible for approximately $12M in annual sales and $2M in fees. Contract renewal, event management, system enhancement requests, marketing (social media, email campaigns, organized nationwide promotions), daily sales reporting.
  • Position also includes rotation on after hours and holiday on-call coverage.
  • Customer service: Being the primary TicketWeb contact for Pharr team, creating and updating training guides to outline policies and client specs, handling escalated issues from our call center, providing regular feedback/coaching, reviewing call recordings for quality assurance, managing the online help desk, submitting tech requests to improve user experience.
  • Finance: Processing all hard ticket refunds (mail and faxed/scanned), processing manual refunds and client deductions (changed ticket price for client, partial refunds, customer service exceptions), check requests and invoices for key clients, monthly accounting spreadsheets and reports, investigating fraud and other chargebacks.
  • Fulfillment: Reviewing UPS/mail order errors, general point of contact, managing special projects (creating outline and explaining details for inserts, custom stock, etc.).

What a qualified candidate should possess:

  • College Degree Preferred
  • 3+ years of related experience
  • Knowledge of ticketing industry and general practices
  • Knowledge of Wordpress, API Feeds, and Mobile Applications preferred
  • Excellent customer service, communication, and consulting skills
  • Analytical and strategic thinking
  • Effective interaction with clients and colleagues across all levels of the organization in a professional, service-oriented way, demonstrating strong sales skills and the ability to clearly articulate the value of TicketWeb’s products and services

Equal Employment Opportunity
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, for applicants in Los Angeles, California, and consistent with applicable laws in other areas.

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.