This job listing has expired and the position may no longer be open for hire.

Patron Support Specialist at Vendini

Posted in Admin - Clerical 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Petaluma, California





Job Description:

Position Summary:


Here at Vendini, we’re focused on building a world class Customer Success team. In this role you will be responsible for supporting the end consumer, known as patrons. You will actively engage and manage the day-to-day support and operations of both our App users as well as our Members’ patrons.


Patron Support represents the organization as a whole to the Ticket Buyer community and works within the permissions designated by Members. In certain scenarios, Patron Support will provide Over the Phone (OTP) sales acting as the Member Box Office.


Responsibilities:



  • Manage and respond to patron emails and calls to inform or resolve inquiries.

  • Prudently respond to credit card related cases including chargebacks and retrievals.

  • Provide appropriate solutions (wanted/unwanted) and alternatives to patrons within the time limits while positively representing both company and member.

  • Identify informational or process improvements for existing Members.

  • Document and collaborate with Product Support team for bugs and resolutions.

  • Provide on call coverage during scheduled weekend.

  • Report out to organization of collected common customer feedback.

  • Develop ongoing Box Office program to drive revenue for department.

  • Support marketing initiative by advising Patrons of app updates and new developments.

  • Complete project tasks as needed.

Standards of Performance:



  • Uphold SLA (specifically in regards to response rates).

  • 2 Hour limit to First Response for email sent cases (Mon-Fri, 6a-6p PST)

  • 30 Minute limit to First Response for Voicemail cases (Mon-Fri, 6a-6p PST)

  • Weekend OnCall- Respond to all Patron cases requiring resolution within the following 48hrs

  • Maintain a 2.55 (minimum) CSAT score (or 85% equivalent positivity rating).

  • On time execution of assigned projects.

  • Reporting on time to assigned shift (6a-3p, 7:30a-4:30p, or 9a-6p PST) fit for duty.

Competencies/Skills/Abilities:



  • Exemplary oral and written communication skills to 1) comprehend, report, and resolve Patron concerns 2) maintain courteous and friendly environment  3) manage professional relationships.

  • Proficient in Case Resolution Management (CRM) software.

  • Proficient in proprietary software platforms VAM, CT, and Festival Manager.

  • Ability to multitask, prioritize and manage time effectively.

  • Ability to troubleshoot technology and instruct through verbal step by step instruction.

  • Problem solving/resourceful - Ability to think out of the box and quickly find solutions.

  • A true passion for consumers and their product experience.

  • A degree from a four year university or equivalent experience.

  • 1-5 years of experience in Customer Service or Support.

  • Critical Thinking is a must.

  • A love for working in a fast paced, ever changing environment.

Other Requirements:



  • Fluency in Spanish or French is a plus.

  • Mac and PC fluent.

  • Flexibility to work on-call on weekends, as needed.

Authority:



  • In identified scenarios, ability to refund transactions.

  • Execute Member authorized changes to ticket purchases.

Diversity


“Diversity is a core value at Vendini. Diverse opinions, ideas, and experience push us, challenge us, and all our whole team to work better and smarter. We know that the more diverse our workforce is, the better we support our customers and the diverse interests they represent. We aim to provide an inclusive, empowering, and supportive work environment for individuals from all backgrounds and walks of life throughout our business from our employees to our members to their patrons.”

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

Experience

Required

  • Flexibility to work on-call on weekends, as needed.

  • Mac and PC fluent.

  • 1-5 years of experience in Customer Service or Support.

Preferred

  • Demonstrated ability to handle high-pressure situations calmly and professionally

  • Exemplary verbal and written communication skills

Education

Required
  • Bachelors or better

See job description