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Full-Time

Customer Care Rep I

Confirmed live in the last 24 hours

AXS

AXS

501-1,000 employees

Global ticketing platform for events and analytics

Consumer Software

Mid

Dallas, TX, USA

Category
Customer Support
Customer Success & Support
Required Skills
Communications
Customer Service
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.
  • 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 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).

AXS is a global ticketing platform that utilizes integrated technology and analytics to power primary and resale marketplaces, offering best-in-class ticketing, marketing, and data technology for various events, from music clubs to major sporting events.

Company Stage

N/A

Total Funding

N/A

Headquarters

Los Angeles, California

Founded

2011

Simplify Jobs

Simplify's Take

What believers are saying

  • The addition of experienced leaders like Sian Egbujie and Christin Chu could drive technological innovation and operational efficiency.
  • Partnerships with high-profile platforms and venues, such as TikTok and NEC Group, can significantly boost AXS's market presence and revenue streams.
  • The new 'Access Card' initiative could attract a loyal customer base among disabled eventgoers, enhancing brand reputation and customer loyalty.

What critics are saying

  • The competitive ticketing industry requires continuous innovation to stay ahead, posing a constant challenge for AXS.
  • Integration challenges with newly acquired companies like WRSTBND could lead to operational inefficiencies.

What makes AXS unique

  • AXS's introduction of the 'Access Card' specifically targets the underserved market of disabled eventgoers, setting it apart from other ticketing services.
  • The acquisition of WRSTBND enhances AXS's technological capabilities, making it a more comprehensive event-tech solution provider.
  • Strategic partnerships with major platforms like TikTok and venue operators like NEC Group expand AXS's reach and influence in the global ticketing market.