Customer Service Lead (Full Time)

Elevate Tickets Tempe, AZ Guest Services Full Time AEGLV3656 AEG Worldwide is the worlds leading sports and live entertainment company with operations in the following business segments: - AEG Presents, which is one of the largest live music companies in the world dedicated to live contemporary music performances, including producing and promoting global and regional concert tours, music events and world-renowned festivals - AEG Sports, which is the worlds largest operator of sports franchises and high-profile sporting events - AEG Global Partnerships, which supports each of AEGs divisions through worldwide sales and servicing of sponsorships including naming rights, premium seating and other strategic partnerships - AEG Real Estate, which develops major sports and entertainment districts worldwide With offices on five continents, the company uses its global network of venues, portfolio of powerful sports and music brands, ticketing and content distribution platforms and its integrated entertainment districts to deliver the most creative and innovative live sports and entertainment experiences that inspire athletes, teams, artists and fans. Elevate Tickets is a rapidly growing company that focuses on technical solutions for the music festival industry. We understand destination festivals, the culture and its needs. And with thousands of hours at some of the biggest festivals across the country, weve pioneered advanced ticketing and RFID platforms that enhance the festival experience, empower fans and pave the way for a future of unforgettable events. Elevate Tickets solutions bridge technology and reality for a seamless encounter with epic festivals. Position Summary: The Customer Service Lead is responsible for advanced issues and projects in the customer service call center. The incumbent will handle escalated calls with customers, train and mentor Customer Service Reps, and complete special projects for leadership or clients. This is a Full Time position. Essential Functions: - Train and develop Customer Service Representatives in the department to include new hire training, side by side training, and answering rep questions. Ensure reps are informed on any updates to protocol, festival or company information. - Complete special project work to include: collecting and analyzing data from phone systems, updating dashboards, collecting and inputting statistical data from phone systems, delegating and assigning project related tasks and ensuring proper and timely completion. - Act as a contact during customer escalation events, answer escalated customer questions and research and respond to unique customer inquiries. Contact the Client Service Department Lead or escalating the issue if necessary. Required Qualifications: - A minimum education level of High School Diploma or its equivalency - A minimum of 2-4 years of related work experience - Experience in customer service or sales leadership role (senior agent, lead, or supervisor) - Excellent listening, written and verbal communication skills with exceptional phone etiquette - Eagerness to learn with the ability to comprehend and follow directions - Assertive and results oriented with the ability to multitask and prioritize tasks efficiently - Knowledge of Google Suite and Microsoft Office: Outlook, Word and Excel with the ability to learn required business systems - Knowledge of ticketing software preferred AEG reserves the right to change or modify the employees job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside his/her normal description.