Ticket Processing and Support Coordinator (E)

Company Description

EBG is an e-commerce solutions provider specializing in travel and entertainment, and also offering retail products and services, voluntary benefits and insurance. 

EBG powers a robust portfolio of technology solutions and operates a network of employer and membership-based platforms reaching a captive audience, providing leading brands with incremental distribution opportunities. EBG's expanded network reaches over 100 million users from participating companies and closed loop affinity and membership groups. 

EBG owns and operates one of the largest and most comprehensive employee savings programs in the country — serving over 40,000 corporate clients through its proprietary platforms TicketsatWork, Plum Benefits, Working Advantage and Beneplace. 

EBG is a b2b2c company headquartered in Miami (Aventura), with offices in New York, Orlando, Austin and Las Vegas. We offer a hybrid work environment with a balance of collaboration and flexibility.

Job Description

As a Ticket Processing and Support Coordinator you will be supporting our guests, Operation Support team, our customer care department as well as our IROs. You will assist in resolving customer service issues, fulfilling of manually booked products and reporting.

In this role, you will gain valuable knowledge of the travel and entertainment products we offer. You will further develop your customer service skills as a professional, ensuring a positive and satisfying experience for everyone you interact with. You will also have the opportunity to gain insights into both the front-end and back-end operations of EBG, providing a deep understanding of how the company takes care of its customers and partners. This is a high impact role as it directly contributes to customer satisfaction and loyalty to our brands. 

Duties and Responsibilities:

• Handling of guest issues and escalations 
• Handling of fulfillment of manually booked products; including ticket transfers when applicable 
• Provide outstanding service to all customers; both internal and external 
• Assisting vendors with various reports 
• Maintain accurate and detailed spreadsheets
• Support Customer Care, Operation Support and IROs as needed 
• Must provide professional support both written and verbally to customers and partners. 
• Must be able to take and make phone calls on a recorded line. 
• Must be able to perform work both remotely and in office. 
• Perform additional duties as assigned

This is an operational role that requires the availability to work any day of the week including holidays and weekends. Hours of operation range from 8AM - 7PM with a hybrid work schedule of 2 days per week onsite in the office.

#LI-Hybrid

Qualifications

• Comprehensive knowledge of Microsoft applications and the Internet
• Excellent customer service and vendor relation skills
• Excellent problem-solving skills
• Candidate to possess intermediate skill level in Microsoft Office products (Outlook, Excel, Word, PowerPoint)
• Flexible scheduling (nights, weekends, holidays)
• Strong passion for travel and entertainment
• High energy, ability to remain focused on goals, working independently
• Ability to communicate effectively both written and oral in a professional manner
• Ability to multi-task, be a team player, and have strong organizational skills
• Other related experience includes Ticketing, Events, Hospitality, Attractions, Box Office, Yield Management, Technical Operations, Data Analysis
• Adaptable to change with a positive can-do attitude
• Fluency in Spanish recommended

Additional Information

EBG offers outstanding employee benefits including:

• Medical, Dental & Vision
• 401k Match
• Short Term Disability, Long Term Disability (Company Paid)
• Company Paid Basic Life and AD&D
• Additional Voluntary Benefits 
• Flexible Work Arrangements
• 3 Weeks of PTO + 5 Personal Days
• Paid Holiday Break from Christmas to New Year
• Paid Holidays
• Fitness Reimbursement Program
• Annual Day of Giving
• Share in the FUN! EBG gives $1000 per year in Tickets-At-Work gift cards to full-time employees to experience and enjoy the savings marketplace!

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. All your information will be kept confidential according to EEO guidelines.