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Customer Support Team Lead

Company: HomeTown Ticketing, Inc.
Location: Alpharetta
Posted on: June 6, 2021

Job Description:

COMPANY OVERVIEW:

HomeTown Ticketing is the leading digital ticketing provider in both K-12 and collegiate spaces, serving schools, districts, conferences, and associations. A professional-level and fully automated ticketing solution, HomeTown's in-house developed, proprietary ticketing platform is tailored specifically to the needs of schools and governing bodies. Benefits of the HomeTown system include unmatched value through easy-to-use purchasing and redemption options, custom box-offices, event and fan specific reporting tools, and secure financial management features to streamline operations and increase financial transparency. Intuitive and easy-to-use for both event organizers and ticket buyers, HomeTown never touches the event organizer's funds, which are available and accessible within 24h from a ticket sale. Learn more about HomeTown at www.hometownticketing.com.

 

DESCRIPTION:

The Team Lead of Customer Support has strong attention to detail, strong client service and reputable account management skills. This position also demonstrates expertise in the HomeTown product and has industry knowledge to hire, train, and continuously grow a highly professional Customer Support team. The Team Lead of Customer Support also has at least 2 years of experience in assisting educational-based institutions with either software-user training, event management, ticketing, or anything with a customer support focus.

 

RESPONSIBILITIES:

  • Update the company database by inputting information from each call and keeping every customer field current.
  • Collaborate with the sales team to develop efficient methods for handling issues with larger revenue customers.
  • Work on special short-term projects to offer customized support for new products or products at end-of-life.
  • Monitor the customer satisfaction levels and develop methods for increasing them.
  • Assist in creating ways for delivering excellent customer service to irate or problematic customers.
  • Answer fan and client questions when possible.  Escalate to the appropriate party when deemed necessary.
  • Manage schedule and team during shifts, being the point person in handling team questions, escalations, and general support.
  • Work with team members on best practices and areas of improvement.
  • Handle escalations of disgruntled fans/clients.

 

REQUIREMENTS:

  • 2+ years experience in assisting educational-based institutions with either software-user training, event management, ticketing, or anything with a customer support focus. 
  • High school diploma/GED required (College degree preferred).
  • Proficiency with MS Office.
  • Ability to work well in a team environment.
  • Strong sense of professionalism and discretion required.
  • Leadership experience is a plus.

Keywords: HomeTown Ticketing, Inc., Alpharetta , Customer Support Team Lead, Other , Alpharetta, Georgia

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