Business Practices, Call Centers, Communication Skills, Computer Skills, Customer Relations, Customer Relationship Management (CRM), Customer Service Management, Customer Support/Service, Detail Oriented, Documentation, Finance, Internet Application, Microsoft Office, Multitasking, Organizational Skills, People Management, Presentation/Verbal Skills, Problem Solving Skills, Project/Program Management, Rock Mechanics, Sales Management, Theater, Writing Skills, ZenDesk
"When we listen to how our patrons talk and feel, we are best positioned to provide them with world class experiences at our venues."
We’re seeking a Contact Center Agent for the City of Denver. In this role, you’ll be responsible for providing quality, efficient customer service to customers that attend events at the City of Denver venues. A partial list of the venues supported include Red Rocks Amphitheatre, Colorado Convention Center, Bellco Theatre, DCPA, Denver Coliseum and Boettcher Concert Hall.
What you’ll be doing….
- Adhere, communicate and reinforce the policies and procedures of AXS, the City of Denver, and related properties.
- Identify customer’s needs, clarify information, research every issue and provide solutions and /or alternatives, while documenting all conversations in our CRM in a comprehensible way.
- Ensure ADA compliant ticketing practices.
- Perform other duties and responsibilities as assigned.
Supportive functions…
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
- Become well versed in all aspects of the AXS platform, including mastery of the ticketing system and high competence in all related products, partners, and offerings.
- Act as a liaison between end users and clients to other AXS departments, including product, customer service, account management, and finance.
- Become well versed in the use of Zendesk, Confluence and any other platforms utilized as resources to find the win-win solution for the consumer.
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
- Strong knowledge of and experience in ticketing operations, specifically in relation to large scale entertainment and sporting events in a supporting capacity.
- Ability to remain organized in thoughts and actions in an ever-changing environment
- Background in customer service and/or a call center environment
- Demonstrated ability to adapt to a new environment and learn new skills
- Demonstrated excellent written and verbal communication skills, including the ability to successfully communicate with clients and other employees in a professional manner
- Service oriented, with strong organizational skills and an eye for detail
- You are comfortable with multi-channel communication and have the ability to seamlessly switch from talk to chat to email and at times multi-task.
- Bring a positive attitude every day to provide a positive experience. 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.
- You bring energy and focus to work every day.
- You treat every customer interaction with the same high level of focus, energy and respect.
- You are passionate about serving the community and patrons/customers of the City of Denver venues & 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.
And you’ll really get our attention if you have…
- Project management and/or supervisory experience.
- Highly computer literate including proficiency in Microsoft Office and other web-based software platforms.
- Experience with Zendesk and Confluence.
- You look for solutions which allow a win-win solution, confirm the solution and resolve the problem.
- You are a doer- you find the opportunities to help customers and not only do you take them but you pride yourself on making it a positive experience. We value points of view but with low ego, express compassion and can easily adapt to different cultural business practices.
- You 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.
- You have a product and customer mindset-you are always looking for ways to make things better and the track record that proves it.
- You love working with people and they love working with you.