Call Center AssociateAbout the Minnesota Twins: At the Minnesota Twins, we are driven by a singular purpose - to up the game, on the field and off. Unwavering in our commitment to deliver championships and be a force for good, our innovative, diverse and incredibly talented team is creating new ways to win, to uplift and to unite. We are proud to be Minnesota's baseball team. We believe in our power to create positive change. We are setting the standard for a modern sports and entertainment brand that shapes a better tomorrow for all.
Position Summary: The Call Center Associate role is an average of 32 hours per week position that is responsible for assisting call center operators in providing excellent customer service, as well as troubleshooting complex ticket difficulties fans may have encountered. This role also acts as first tier conflict resolution for our fan base and oversees all email and online chat correspondence with fans.
Essential Duties and Responsibilities:Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Supervise call center when needed, including nights, weekends and holidays when full time management team is unavailable.
- Monitor inbound call queue to ensure fans are receiving timely responses and answering calls from the queue to alleviate wait times.
- Handle customer service complaints/issues/comments.
- Answer operator questions and handle issues when needed.
- Assist ticket office with special projects including game day walk up sales and ticket services.
- Help supervise all ticket on-sales in the call center.
- Train new employees on ticketing and phone systems.
- Assist in putting together the call center training manuel and employee guide.
- Answer chats to the box office channel on the Satisfi platform coming in through twins.com
- Assist in the outbound side of the Call Center when needed and act as a liaison with the Inside Sales department in Ticket Sales & Service.
- Support other box office staff as needed.
- Maintain strong, cooperative inter/intra-departmental relationships with the ability to interact effectively with internal and external clients at all levels within the organization.
- Perform other duties or tasks that are assigned by the Call Center Manager.
- Participate in weekly department meetings to discuss both weekly and long-term department strategies and upcoming events.
Required Experience and Education: - 3+ years of customer service and/or experience working in a call center.
- Detail oriented, organized and the ability to multitask utilizing time management skills.
- Experience using Tickets.com ProVenue ticketing system is required.
- Prior ticket sales and account management experience.
Essential Knowledge, Skills, and Abilities: - Ability to supervise others in a professional manner.
- Basic computer skills and experience with Microsoft Office products.
- Capability to communicating positively with guests to establish their needs efficiently and courteously.
- Able to work evenings, weekends and Holiday's year-round.
- Respect for inter-intra-departmental relations as well as ability to act accordingly to the organization's values at all times.
- Ability to create solutions for fan concerns while adhering to department and team policies.
Physical Requirements: - Must be able to be productive utilizing a computer, keyboard and telephone.
- Must be able to be productive in a work environment where the noise level can be high at times.
This is a part-time position that will work an average of 32 hours per week. Are you excited about the opportunity but don't meet every single requirement? We encourage you to apply anyway! Studies have shown that women and people of color are less likely to apply for a job if they don't meet every qualification. At the Minnesota Twins, we are dedicated to building a diverse and inclusive workplace. EEO is The Law - click here for more informationEqual Opportunity Employer Minorities/Women/Protected Veterans/Disabled#twparttime