Job Description

The Ticket Processing and Support Coordinator is responsible for supporting our guests, EBG field sales agents, customer care representatives and call center representatives through day-to-day operations including: resolving of customer service issues, fulfilling of manually booked products and reporting. The Ticket Processing and Support Coordinator will also be responsible for filling all guest orders pertaining for local hotel delivery, pickup UPS, and electronic delivery.

In this role, you will gain valuable knowledge of the travel and entertainment products we offer. You will further develop your customer service skills as a professional, ensuring a positive and satisfying experience for everyone you interact with. You will also have the opportunity to gain insights into both the front-end and back-end operations of EBG, providing a deep understanding of how the company takes care of its customers and partners. This is a high impact role as it directly contributes to customer satisfaction and loyalty to our brands.

Duties and Responsibilities :

• Act as a B2B liaison between our Contact Center and our partners including but not limited to Hotel and Preferred Access sellers/suppliers in order to resolve service-related issues submitted internally or directly from our customers.
• Perform administrative functions, such as rectifying Hotel Failed Bookings and resolving outstanding invoice reconciliations.
• Receive inbound calls directly from EBG Customers or external Partners.
• Assisting vendors with various reports
• Handling of fulfillment of manually booked and hard ticket products; including ticket transfers when applicable
• Maintain accurate and detailed spreadsheets
• Support Customer Care, Call Center and Field Sales Agents as needed
• Handling of guest issues and escalations
• Participate in end of month inventory counts
• Responsible for accurate and secure cash handling
• Provide outstanding service to all customers; both internal and external
• Perform additional duties as assigned

** This is an operational role that requires the availability to work nights, holidays, and weekends as needed.**

#LI-Hybrid

Qualifications

• Comprehensive knowledge of Microsoft applications and the Internet
• Excellent customer service and vendor relation skills
• Excellent problem-solving skills
• Candidate to possess intermediate skill level in Microsoft Office products (Outlook, Excel, Word, PowerPoint)
• Flexible scheduling (nights, weekends, holidays)
• Strong passion for travel and entertainment
• High energy, ability to remain focused on goals, working independently
• Ability to communicate effectively both written and oral in a professional manner
• Ability to multi-task, be a team player, and have strong organizational skills
• Other related experience includes Ticketing, Events, Hospitality, Attractions, Box Office, Yield Management, Technical Operations, Data Analysis
• Adaptable to change with a positive can-do attitude
• Fluency in Spanish recommended

Additional Information

EBG offers outstanding employee benefits including:

• Medical, Dental & Vision
• 401k Match
• Short Term Disability, Long Term Disability (Company Paid)
• Company Paid Basic Life and AD&D
• Additional Voluntary Benefits
• Flexible Work Arrangements
• 3 Weeks of PTO + 5 Personal Days
• Paid Holiday Break from Christmas to New Year
• Paid Holidays
• Fitness Reimbursement Program
• Annual Day of Giving
• Share in the FUN! EBG gives $1000 per year in Tickets-At-Work gift cards to full-time employees to experience and enjoy the savings marketplace!

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. All your information will be kept confidential according to EEO guidelines.