AXS _Contact Center Representative I

AXS; United States; Remote; USD 20,000 - 29,000; Full time

Job summary

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

The role requires strong verbal communication, active listening, CRM familiarity, and the ability to multi-task and manage time effectively in a fast-paced environment.

Qualifications

• 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.

Responsibilities

• Manage large amounts of multi-line inbound calls with adherence and quality targets.
• Handle invoices, inquiries, and complaints using appropriate systems and scripts.

Skills

Phone communication

Active listening

Verbal communication

Multitasking

Time management

Adaptability to customers

Ability to follow scripts

Education

High school diploma

Tools

CRM

Five9

Outlook

Slack

Job description

Remote

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.

Job Summary

AXS is seeking a Customer Care Representative to join our team in Frisco, TX and Scottsdale, 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.

Essential Functions

• 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).

Required Qualifications

• 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.

Pay Scale

Pay Scale: $18.00

Bonus

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