What are the responsibilities and job description for the Contact Center Customer Care Rep position at AXS?
This is an onsite position in Dallas, Tx. We believe work is not a place, but rather, an experience. Our Contact Center revolves around the core philosophy that we are relentlessly committed to ensuring a one step beyond customer experience. Innovation, creativity and passion are the forever-improving performance drivers that move us forward. We empower you so you can empower our customer. We ask to answer. We keep the world cheering!
We begin our employees on day one with paid sick time, several paid holidays, floating holidays and vacation accrual. And, a full benefits package is available for you to choose from medical, vision, dental, life insurance, short and long term disability options. In addition, starting pay is $18/hour plus shift and language differentials if applicable.
There are opportunities for growth within the organization once initial skills are obtained. We are located close to the intersection of PGBT and DNT.
What do we do? At AXS we provide full event lifecycle solutions to empower venues, teams, artists and fans with the best technology solutions and the richest insights for the entire event experience. We provide the only full fan-lifecycle platform – from discovery, to purchasing, to both at-event and post-event solutions – that makes data actionable and drives fan engagement and loyalty. With over 450 employees in 3 countries, our combined entity is the new leader of digital ticketing for live entertainment venues and fans.
We’d love to hear from you if you:
Maintain a positive attitude to provide a positive experience. You have the ability to appear eager and to solve concerns and to have a long-term viewpoint of the importance of maintaining a relationship with each customer.
Have the ability to actively listen to the customer’s expectations/concerns /frustration and clarify what you are hearing from your customer before you begin to act.
If you look for solutions which allow a win-win solution, confirm the solution and resolve the problem.
Are a doer. You find the opportunities to help customers and pride yourself on making it a positive experience.
You value differing points of view but with low ego, express compassion and can easily adapt to different cultural business practices.
Are a clear, responsive communicator who is up to the challenge of working across a broad range of audiences in writing, on the phone and in person.
Have a product and customer mindset and are always looking for ways to make things better. Your track record that proves it.
Love working with people and they love working with you.
Description
You must be able to answer phones and multi task with chat programs to respond to general customer inquiries, invoice questions, and customer complaints. Project a professional company image through phone interaction.
Primary Duties/Responsibilities:
Manage large amounts of multi-line inbound calls in a timely manner with a phone adherence of 85%, talk time goal of 7:30 minutes and follow communication “scripts” when handling different topics from a quality assurance perspective with a goal of 80% or greater per customer experience. Agents will handle multiple issues and programs, utilizing chat and phone to create a fanatical customer experience.
Requirements:
Successful completion of new hire training and nesting; Final Grade must be passing
Two years plus previous experience in a customer support role
Track record of exceeding performance metrics
Strong phone and verbal communication skills along with active listening
Customer focus and adaptability to different personality types
Ability to multi-task, set priorities and manage time effectively
High school diploma; Higher education and contact center certifications a plus
Please note that out of abundance of caution, the Company has a Covid 19 mandatory vaccination policy in effect for all new hires.
Benefits and salary:
Axs.com offers a competitive salary, a comprehensive selection of benefit options, and flexible scheduling. Salary commensurate with experience. Paid time off and several other benefits options -- many from day one!
More About AXS
AXS sells millions of tickets every year for 300 clients in the US and Europe, from venues like the O2 in London and the Red Rocks Amphitheatre in Denver to teams like the Los Angeles Clippers, Minnesota Timberwolves and Houston Rockets. Headquartered in Downtown Los Angeles, California, we also work in wonderful offices throughout the US, the UK, and Europe. At each location you’ll find a team of dedicated, diverse employees (we’ve dubbed ourselves “Fanatix”) who create groundbreaking products and services in a fun, fast-paced environment. We love what we do along with our fantastic culture, enviable perks, and comprehensive benefits. To learn more about working at AXS, visit: https://solutions.axs.com/careers/
