Job Description

The Ticket Processing and Support Manager will be responsible to lead and direct the department on a daily basis. The manager will assist with all aspects of ticketing, customer service, and account maintenance, including daily reporting. In addition, the position requires that the manager act as a liaison between guests, Customer Care Agents, IRO Agents and box offices. He/she is responsible for providing outstanding service to all guests and affiliates and provides leadership and direction to the Ticket Processing and Support team.

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

** Must be able to work any time between 8AM - 10:30PM EST.**

Duties and Responsibilities:

• Manage hourly employees on a daily basis
• Answer escalated calls
• Responsible for special event ticketing
• Assist with various reports
• Responds to and manages void/cancellation requests and refund codes
• Handling of fulfillment of manually booked products; including ticket transfers when applicable
• Maintain accurate and detailed spreadsheets pertaining to key performance metrics.
• Support Customer Care, Customer Success Team and IROs as needed
• Ensure all vendor management systems are functioning properly
• Trains new and existing department staff on daily processes and procedures
• Provide outstanding service to all customers; both internal and external
• Assist with staffing and scheduling for the Operations department
• Provide feedback and coaching including performance reviews
• Must have open availability to work a variable schedule or shifts as needed.
• Must be able to perform work both remotely and in office.
• Manage timecards and attendance for TPS coordinators
• Work across departments to insure and maintain communication
• Perform additional duties as assigned

Qualifications

• Previous customer service leadership experience preferred (Supervisor or Manager) in a call center, operations or hospitality environment.
• Must be a confident, energetic team member who will function as a key player in the Ticket Processing and Support department
• Comprehensive knowledge of Microsoft applications and the Internet
• 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
• Ability to motivate a team
• Excellent customer service and problem-solving skills
• Adaptable to change with a positive can-do attitude

Additional Information

Entertainment Benefits Group 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.