AXS _Contact Center Representative I

Company Information
For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.

If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer!

AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events – from concerts and festivals to sports and theater – at some of the most iconic venues in the world. Since our founding in 2011, we’ve consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today.

We’re passionate about improving the fan experience and providing game-changing solutions for our clients, and we’re always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment. Together we keep the world cheering.

The Role

AXS is seeking a Customer Care Representative to join our team in Tempe, AZ. You must be able to answer phones to respond to general customer inquiries, invoice questions, and customer complaints. Project a professional company image through phone interaction.

What Will You Do?

• Manage large amounts of multi-line inbound calls in a timely manner with a phone adherence of 90%, talk time goal of 8:30 minutes and follow communication “scripts” when handling different topics from a quality assurance perspective with a goal of 90% or greater per customer experience.
• Handle charge by phone, Back office search functions, Back office The Order Viewer, Flash Seats for Admin, Flash Seats for Customers, Customer Service Basics, Utilizing Wiki, Slack, Five9, Escalation process, Transfer process, Brand protection (Dos and Don'ts), Outlook, including calendar, Quality Assurance, Soft skills, MOD - Method of Delivery, Back Office Refunds, Back Office Exchanges, Submitting Internal Inquiries (case by case scenarios).

What Will You Bring?

• 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.
• Familiarity with CRM, Workforce systems and practices.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.
• High school diploma.

Bonus points if You Have

• Bilingual (English and Spanish).
• Higher education and contact center certifications.

What’s in it for You?

• Work with a team of problem solvers - We find the opportunities to help customers and pride ourselves on making it a positive experience.
• Extraordinary People – we’re not kidding!
• Meaningful Mission - Helping revolutionize an industry and deliver better experiences for fans and clients around the world.
• Opportunities for learning and leveling up through training and education reimbursement.
• Robust benefits include paid holidays, vacation, medical, dental, vision, backup family care and pet insurance. 

Pay Scale: $18.00 - $19.00 per hour

Bonus: This position is Not eligible for a bonus under the current bonus plan requirements.

Benefits: Full-time: We offer a comprehensive benefits package that includes: medical, dental and vision insurance, paid holidays, vacation and sick time, company paid basic life insurance, voluntary life insurance, parental leave, 401k Plan (with a current employer match of 3%), flexible spending and health savings account options, and wellness offerings.

Why AXS?
AXS, a subsidiary of AEG, sells millions of tickets every year for 500+ partners across North America, Europe, and Asia, 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, AXS employs more than 500 professionals in multiple locations worldwide, including Charlotte, Cleveland, Dallas, Denver, Las Vegas, London, Tempe, Stockholm, and Tokyo. 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. 

To learn more about our culture and values, visit: https://solutions.axs.com/careers/