Client Services Representative

Major League Baseball

13d

About The Position

Tickets.com, a wholly owned subsidiary of Major League Baseball (MLB), delivers innovative, cutting-edge technologies to enable frictionless and unforgettable fan experiences in venues across the globe. Together with MLB, Tickets.com is changing the landscape of the live sports and entertainment industry, delivering new digital venue and ticketing experiences to millions of fans. The Client Services Representative is responsible for Tickets.com software configuration, data migration, and interface/integration initiatives for a set of clients to ensure systems are set up as designed and per client requirements. This position will prepare, create and maintain ticketing on-sale events, and develop/run reports for clients on Tickets.com ticketing software. In addition, it will promote and implement best practices as a subject matter expert. The Client Services Representative is the liaison between their assigned clients and Tickets.com, responsible for ensuring assigned clients are aware of and taking advantage of all Tickets.com products and features. This position will also require the Client Services Representative to advocate on the behalf of their assigned client base features and functionality requests.

Requirements

Bachelor’s degree or equivalent combination of education and experience
Minimum two (2) years of experience configuring ticketing software
Computer proficiency essential – MS Office Suite; knowledge of HTML and CRM Software preferred; ability to easily learn new technology as needed
Remote evening and weekend availability, as required
Must be client service oriented
Excellent communication skills, both verbal & written
Detail oriented, organized, proven ability to follow up on tasks
Self-starter, able to prioritize and work independently with minimal supervision
Work effectively under pressure

Nice To Haves

Box office experience preferred

Responsibilities

Frontend and backend event software configuration, including seat map, pricing, ticket fees, ticket design and layout, special offers, confirmation email, sales flow and special promotions
Software maintenance, report configuration and execution
Manage multiple projects, including but not limited to season ticket renewal, season ticket printing, invoicing, and single ticket on-sale events
Train box office staff on ticketing software
Act as a liaison to a host of Tickets.com departments, including call centers, and web operations
Work with other departments in rollout of new products for clients, including MyTickets, MyProVenue and Campaign Creator
Exercises independent thought and judgment when dealing with client and user requests and resolution of issues
Consults with users and provides intellectual information regarding the ProVenue application
Performs systems tests, analysis, and configuration to ensure system is in excellent running order
Proactively review and share details of product enhancements and release notes with the client, drawing upon specific, relevant use cases
Assist client in operating the ticketing system including initial training and ongoing support for box office, accounting staff, and management
Provide ongoing client support to assigned client base
Advise client on how to best use ticketing system to meet their business needs.
Promote Tickets.com features, functionalities, including but not limited to 3rd party offerings
All other duties as assigned