Member Services Center Agent - Victory Live

Company Overview:
Marrying data, technology and around-the-clock customer support, Victory Live is a private equity backed technology company aimed at maximizing distribution and yield for live event inventory.  We provide an end-to-end software platform for the live ticketing industry, managing thousands of sports, theater and live music event tickets on behalf of artists, promotors, teams, venues and professional sellers. Victory Live’s comprehensive offerings include an established B2B marketplace along with both a full-service and an automated SaaS platform to handle all elements of the ticket sales lifecycle, from ingestion to sales fulfillment.

Position Overview:

As a Member Services Center Agent at Victory Live, you will play a pivotal role in delivering exceptional customer service and support across our primary services: DTI Management, 1Ticket, and Ticket Evolution. Reporting directly to the Supervisor, you will be responsible for addressing customer inquiries and issues promptly and professionally. Your role involves efficiently triaging and resolving customer concerns while maintaining high standards of service quality and client satisfaction.

Primary Responsibilities:

• Prioritize and promptly respond to helpdesk tickets and phone calls, ensuring efficient communication and support for members.
• Assist members with diverse requests, including researching and resolving common issues to deliver effective support.
• Escalate complex requests to the Shift Lead or relevant departments and individuals as necessary, ensuring timely resolution.
• Follow up on client inquiries to achieve satisfactory resolutions, maintaining a high level of client satisfaction and trust.
• Utilize software proficiently to process and complete member requests accurately and efficiently.
• Collaborate cross-functionally with peers across departments to enhance the overall member experience and service delivery.
• Maintain and exceed departmental standards for service quality, ensuring consistent delivery of exceptional customer service.

Position Requirements:

• Demonstrate strong verbal and written communication skills, including the ability to tactfully assist upset or frustrated clients.
• Exhibit outstanding attention to detail and organizational skills to effectively manage tasks and maintain accuracy.
• Flexibility to work a flexible schedule, including nights and weekends, to meet the dynamic needs of the business.
• Maintain a professional demeanor and excel in high-pressure situations, delivering quality service consistently.
• Possess excellent interpersonal skills and thrive in a collaborative team environment.
• Ability to prioritize tasks independently, proactively identify and resolve issues, and achieve objectives with minimal guidance.
• Quickly learn and proficiently utilize new software and technology tools to enhance productivity and service delivery.
• This position is in office- no remote of hybrid work available

Preferred:

• Proficiency in Microsoft Office and Google web applications (Chrome, Gmail, Google Docs, Google Sheets) to facilitate efficient workflow and communication.
• Strong problem-solving, research, and analytical skills to troubleshoot and resolve complex issues effectively.

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