Customer Service Lead

The Company:Ticketmaster is the world's leading ticketing company, operating in 20 global markets, providing ticket sales, ticket resale services, marketing and distribution through www.ticketmaster.com, one of the largest e-commerce sites on the Internet; approximately 6,500 retail outlets; and 20 worldwide call centers. Ticketmaster celebrated its 30th anniversary in 2006 and currently serves more than 9,000 clients worldwide across multiple event categories, providing exclusive ticketing services for hundreds of leading arenas, stadiums, performing arts venues, museums, and theaters. In 2007, the company sold more than 143 million tickets valued at over $8 billion on behalf of its clients. Ticketmaster is headquartered in West Hollywood, California and is an operating business of IAC (NASDAQ: IACI).Role:  The Customer Service Lead is responsible for customer support services for all TicketWeb clients and customers nationwide, in addition to other special projects requested by the management team.  Although direct consumer contact is handled primarily at the Ticketmaster Call Center in Pharr, TX, the Customer Service Lead will be involved in providing direction to the Call Center on process, quality, disputes, website assistance, and more.  Responsibilities:  Customer Ticket Sales and Customer Service (Post Ticket Sales)· Coordinate with Client Services and the Call Center to ensure all important on-sales and VIP client information is distributed and published properly to agents. · Continually evaluate the ticket sales process, both online and phone, to ensure client and event information is relayed accurately. · Conduct regular call monitoring and mystery shopping calls for quality service and client/event knowledge.  Report results to staff regularly. · Investigate, troubleshoot, and report any system related issues with ticket sales.· Assist customers, clients, and staff with any escalated ticket sales issues.· Assure customer inquiries via phone and email are responded to in a timely and professional manner. · Process all customer complaints and maintain proper files for all Better Business Bureau, written or e-mailed complaints.  Share with clients and management.· Ensure that all policies and procedures that govern Customer Service activities are understood and adhered to.· Constantly evaluate process and procedures to identify improvements to the customer experience. Order Fulfillment· Coordinate with Charleston, WV on daily ticket fulfillment operations.· Coordinate local printing jobs for special/custom stock clients.· Establish quality measures and checks for daily fulfillment process.· Assist with maintenance of ticket stock and envelope inventory in Charleston.· Provide first-level troubleshooting with ticket printer and stock issues.· Communicate any system changes or problems related to ticket printing. Refunds· Ensure all refunds are processed within policy.· Process manual refunds and charges with card processing/authorization system. · Document and distribute all exception refunds for proper settlement deduction.· Exercise intense attention to detail in all money matters.  Chargebacks· Monitor the timely processing of chargebacks by Ticketmaster Fraud Department.· Track chargebacks, inform clients and client services of pending chargebacks.· Provide information and documentation for chargeback responses as requested. Online Help/FAQ· Ongoing updates and maintenance to both a customer-facing and internal-facing Hosted Support web-based “Help” and “FAQ” platform. Misc· Schedule is Monday-Friday, 8AM-5PM or 9AM-6PM.· Occasional travel may be required. Qualifications: · Must be service-oriented, with a high interest in servicing customers and going above and beyond to meet all requests, big or small.· Must possess excellent written and oral communication skills, as well as strong attention to detail and organizational skills.· Must be computer literate with solid working knowledge of the internet, Microsoft Word and Excel.· Must be able to successfully handle multiple priorities. · H.S. Diploma or equivalent required. BA/BS degree is preferred.· Box office experience is a plus.   Competitive compensation and benefits package offered. Qualified applicants should apply online through the Ticketmaster career site or send their resume to jobsmw@ticketmaster.com with “Customer Service Lead” in the subject line.   Ticketmaster is committed to creating a diverse work environment and proud to be an equal opportunity employer. Due to the high volume of responses, we will only respond to those candidates that most closely match our requirements.  Thank you for your interest in Ticketmaster. Job Title: Customer Service LeadCompany: TicketmasterStatus: Full Time, EmployeeLocation: San Francisco, CA 94103Job Category: Administrative/ClericalEducation Level: High School or equivalentCompany: TicketmasterEmail: Apply by EmailJob Reference Code: Customer Service Lead