Bold Type Tickets - Client Solutions Representative
November 2016
Bold Type Tickets is hiring a Client Solutions Representative!
The Stranger is looking for a self-starting, enthusiastic, positive candidate to join the Bold Type Tickets Client Solutions team. Bold Type Tickets is The Stranger’s local and national event ticketing platform. We handle ticket sales for thousands of events in Seattle and around the US and Canada. Big events! Serious business.
This position requires a highly organized, outrageously friendly, outgoing person to provide exceptional support for our ticket-buying customers (the general public) and ticket-selling clients (event promoters and managers). You’ll be supporting a complex internal software-as-a-service (SaaS) platform, so a high level of comfort with technology and the ability to keep up with an always-evolving system is a must.
Responsibilities
- To provide empathetic, investigative, informative support with our clients at all times
- To maintain a positive, collaborative, open workplace environment with the Support team
- To process client requests for printed tickets and box office equipment.
- To work with the accounting department to ensure that our clients are being paid accurately and on time.
- To follow (and offer improvements to!) our best practices, policies, and workflows to handle customer and client requests efficiently and fantastically.
- To accurately tag and monitor support trends, as the Support team works to analyze to identify solutions and product improvements that will increase customer and client happiness.
- To create and maintain documentation and knowledge base articles.
- To escalate issues to the Client Solutions Manager and the Director of Sales and Operations, if needed
- To decisively choose lunch destinations, because we’re entirely incapable of the task
Qualifications and Skills
- Experience - You should have strong customer service/support experience. Experience supporting technical products, especially SaaS, is a big plus.
- Service - We’re looking for candidates who will be patient and empathetic with our customers and clients, are committed to providing the best service in the industry, and ready to motivate others to do the same. Great communication skills and a positive, helpful, fun attitude are a must. The ultimate goal and responsibility of everyone here is to delight our clients and customers.
- Communication - You and the Support team will be answering phone calls and emails from customers and clients with varied degrees of knowledge, comfort, and expertise, and will walk them through technical processes, diffuse issues, and make them happy. We say ‘please’ and ‘thank you’ a lot, and it’s totally okay to use an exclamation point here and there.
- Organization - When big events are happening, our email and call volume is high. Sometimes we have to print 60,000 tickets of 4 types in 6 different colors. You’ll need to be able to keep on top of things, stay organized, and manage priorities, while maintaining quick, clear, and kind communication with customers, clients, and the rest of the team.
- Writing - You’ll be responsible for keeping various sections of our internal and external documentation up-to-date with clear, well-written explanations of how to use our platform.
- Willingness to take responsibility - Your department is on the front-lines of our ticketing business, representing us to our clients and customers. Expectations are high.
- Schedule availability - This position will be scheduled between the hours of 7am and 3pm, from Friday - Tuesday, at our office in Capitol Hill. Working remotely may be acceptable in some circumstances.
This is a permanent position that reports directly to the Client Solutions Manager. The Stranger/Bold Type Tickets offers a competitive salary, a great work environment and excellent benefits. Please email resume, confirmation of schedule availability, and desired salary range to jobs@boldtypetickets.com
NO PHONE CALLS or drop-ins, please.