Broker Operations Support Representative

Job Description

THE JOB

As a Broker Operations Support Representative, you will be responsible for providing excellent service to our Professional Reseller partners, aiding with any fulfillment/delivery issues, and working cross-functionally with our internal support teams to resolve transactional-level errors that may arise.

You will be tasked with ensuring that seller performance metrics are met and that sellers abide by the terms and conditions we have outlined within our Seller Handbook and Seller Agreement.

Performance will be measured by, but not limited to: the ability to resolve issues in a timely and efficient manner; an ability to multitask, work collaboratively with our sellers and cross-functionally between departments; as well as maintain a positive attitude in what can often be a fast-paced environment. If you thrive in this environment, we may be a good fit.

WHAT YOU WILL BE DOING
• Resolve transactional-level issues for our Professional Resellers and fans. These include fulfillment issues, re-transferring of tickets, changes in delivery method, barcode unlocks/errors, manual order completion, and more
• Answer all seller inquiries via our Seller Support Portal regarding ticket delivery/tracking and order status
• Responsible for thorough and accurate documentation of all seller/internal interactions
• Working cross-functionally with our Contact Center, Broker Product Support, and Partner Services teams to identify escalated issues and keep the seller informed throughout the process
• Monitor seller performance metrics to ensure that broken and rejected orders are minimal and to ensure that tickets are delivered accurately and on time
• Capture seller feedback on products and services and communicate the needs of the sellers to internal constitutes. You are the voice of the seller!
• Demonstrate appropriate level of understanding of industry dynamics and take action to drive positive results
• Possible opportunities to provide onsite support for events like the Super Bowl, US Open, Masters, and summer music festivals

Jobcode: Reference SBJ-r7ypwk-3-14-6-194-42 in your application.