This is an entry level position which answers inbound calls,
emails, and chats from customers throughout the nation. A
representative will handle various types of requests that require
different levels of trouble shooting, all while providing exception
service to both internal and external customers, and working toward
a goal of one contact resolution.
+ Must be able to perform in a fast-paced, multiple-demand work
+ Excellent communication and organizational skills
+ Other duties as assigned
WHAT YOU WILL BE DOING -
+ Delivery :
Fans have many different delivery options that are available to
them, they reach out to us to change the delivery on their orders.
Such as changing from mobile entry to will call, or print at home
to ups etc.
+ Exchanges :
When fans see better tickets available for a show, they like to
upgrade to those tickets. Another scenario is the fans who need to
change dates for a run of show event. The agent would process the
exchange through our system adding the new date, setting up the
appropriate delivery, and not forgetting the exchange fee when
+ Refunds :
If tragedy strikes, and a fan needs assistance with a refund, we
are here to help. Any refund request that falls under being
extenuating reason then we will either refund the order, or submit
a form for the order to be refunded.
+ ADA :
We do still sell ADA seating over the phone when fans are having
trouble online, or if they would like to exchange dates etc.
+ Resale :
Assisting fans that are reselling their tickets and they are
having payment issues due to the fans not having the proper payout
info in, post by barcode questions on payment being held, or fans
claiming errors during purchase.
+ Verified Fan :
Code issues such as fans not receiving the codes, getting error
messages when trying to buy, or presale questions surrounding a
specific vf sale.
+ Transfer :
Transfer calls range from being the transferer calling in, and
the acceptor of said transfer. It could be a fan having issues
sending or receiving in which we would trouble shoot and cancel the
transfer so they can re initiate it.
+ VIP :
Fans reach out for VIP itineraries most of the time which are
send in the 48 hour window , but we do also see refund and exchange
requests which are more strict than standard tickets.
+ VIPNation :
Same as VIP details, but this line is dedicated to the VIP
nation packages only.
+ Insider Experience :
Inquiries on ticket delivery which we may or may not handle such
+ Upsells :
A lot of various artists offer albums in sync with their ticket
purchases, sometimes the redemption emails are not sent out in a
timely manner, or the fans have issues in the redemption process
itself in which they reach out to us for assistance, and address
+ Concert Cash/Vouchers :
Fans can win concert cash / vouchers by participating in various
promotions that live nation runs such as test driving a Cadillac,
attending a Zac Brown Band concert, participating in Surveys etc.
Sometimes these fans lose their codes, or do not get the redemption
emails and have to reach out to us for assistance.
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
Responsibilities include responding to customer inquiries and
performing other customer service related duties as assigned.
High School Diploma or GED
Top notch communication skills to deal with a variety of
Basic computer skills
We prefer at least one year of recent, continuous employment, in
a customer service capacity
Recognized three years in a row by Great Place to Work and named
one of People Magazine's top 50 Companies that Care, Live Nation
Entertainment is the global leader in live entertainment and
ticketing. Our world-class portfolio reaches all aspects of the
live event and ticketing industry, from ground-breaking software in
Ticketmaster, mix of legendary venues and restaurants in House of
Blues, production leaders in Concerts, exceptional brand
partnerships in Media & Sponsorship, and unparalleled team of
artist managers in Artist Nation supported by diverse professionals
in all facets of Corporate operations.
We recognize that our most important assets are our employees,
the rock stars who keep the live experience going. Generous
vacation, healthcare, and retirement benefits are just some of the
great perks we offer to support our global workforce of more than
38,000. For any stage in your career, our many unique benefit
programs are designed to help you live life to the fullest. We
offer student loan repayment to support recent grads, six months of
paid caregiver leave to support new parents, perks like Roadie
Babies (bring your little ones & a caretaker along with you on work
trips) and Music @ Home (stipend to cultivate your little ones'
music interest), and tuition reimbursement to fuel your ongoing
professional development. Plus, working for the world's largest
live event and ticketing company means you'll have access to free
concerts, festivals, sports games, and more through our exclusive
employee ticket concierge.
There is no bigger stage for your career. See what your future
looks like at Live Nation Entertainment.