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Supervisor Customer Service

Posted Date:4/16/2018 1:30:35 PM
Job Type: Full Time
Req #: JR-13484
Location: Pharr, TX
Job Category:Contact Centers

Job Summary:

Who are we?

Ticketmaster is the world's leading live event ticketing company selling nearly 455 million tickets each year, supporting over 145,000 events and more than 12,000 clients in 21 countries worldwide.  At Ticketmaster, we power the people who create culture through live events, connecting more passionate fans to those experiences than anyone else.  We are innovators that embrace change and work hard to help others succeed.  We believe in open communication and stress accountability, because fans and clients count on us every day.  We strive for ease of use for our clients and fans while seeking out those who have a bias for action versus a desire for directives.  

Why Ticketmaster?

A career at Ticketmaster will challenge and engage you. 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:

Our Customer Service Supervisor will work closely with the Customer Service Manager to ensure productivity goals are identified and implemented in a timely manner. As well as build and maintain a positive working environment that promotes World Class Service and gains customer confidence.

Responsibilities:

  • Must be available to work 1-2 evening shifts per week.
  • Work closely with Customer Service Manager to ensure productivity goals are met.
  • Evaluate Customer Service Agents to ensure all metrics are met. 
  • Ensure that Customer Service provides World Class Service at all times ensuring customer confidence.
  • Develop and maintain relations with other departments/contact centers to ensure accurate and up to date knowledge is shared.
  • Work closely with the HR Department to effectively manage conduct/performance issues and coordinate internal hires into the Customer Service Department.
  • Work closely with the QA Department to ensure that all service levels are being met.
  • Build and maintain a positive working environment and promotes World Class Service.
  • Handle urgent or escalated customer requests in a timely manner.

Other duties as assigned
 

Qualifications:

  • Ability to maximize performance through coaching and development.
    Strong communication, presentation and writing skills required.
    Excellent time management and organizational skills.
  • Ability to analyze data, solve problems and continuously improve service levels.
  • Understands the Customer Service environment and stays abreast of issues and events that have an impact on the business.
  • Must have working knowledge of Microsoft products (Excel, Word, Outlook) and other Ticketmaster related applications.

Physical Requirements/Work Environment

Sits for extended periods of time at a computer station or work desk; stands and walks regularly throughout the day; uses hands and fingers to operate computers and office equipment for up to 8 hours each day; exposed to typical office environment conditions and noise levels.

Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa.

EQUAL EMPLOYMENT OPPORTUNITY
Ticketmaster strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.

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.

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