Festival Assistant Coordinator, Customer Service
Sundance Film Festival
Park City, UTThis was removed by the employer on 10/2/2016 1:17:00 AM PST
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Full Time Job
Dates Worked: ASAP-2/8/2017
Considerations: Extended hours, weekend work, and some holidays will be required leading up to and during the Film Festival. Position may be housed in Park City during the Festival.
Position Summary: Monitors and answers customer service inquiries and issues via phone and email.
Duties and Responsibilities:
• Monitors customer service phone and email accounts and tracks the detail of each inquiry from start to resolution in the ticketing system.
• Assists patrons with a full array of customer service processes and questions (registration, purchasing festival passes, ticket packages, individual tickets, etc.).
• Assists patrons with a multitude of technical support questions (browsers, compatibility, computer settings, etc.).
• Ensures timely answering of phone lines and email questions.
• Enters and maintains accurate customer information in the ticketing system.
• Enters ticket, pass, and package cancellations or swaps and shipping information into database.
• Assists with proofing customer service communications to ensure information is accurate prior to going to print or being published.
• Tracks all refunds made through customer service.
• Provides after hour coverage of the customer service hotline as requested.
• Assists with updating training manuals and presenting training content.
• Provides roving monitoring of call center agents to advise them on effective problem resolution.
• Escalates operational and staff issues to manager immediately.
• Provides after hour coverage of the customer service hotline as requested.
• Writes a comprehensive written wrap report as directed.
• Other duties as necessary.
Position Requirements:
Employee has legal authorization to work in the United States.
EDUCATION AND EXPERIENCE
• 1 year call center or customer service experience.
• Experience working with TopTix or another ticketing system preferred.
KNOWLEDGE, SKILLS, AND ABILITIES
• Detail oriented and able to take initiative and work independently.
• Strong project coordination skills, with the ability to maintain multiple projects simultaneously.
• Excellent customer service skills.
• Working knowledge of Excel, FileMaker Pro, Gmail, Google Drive and Calendar.
• Excellent communication and interpersonal skills (written and verbal).
• A professional attitude and demeanor (tact, sensitivity, and diplomacy).
• Ability to think and act quickly under pressure.