Customer Service Lead

TFL, a leading live entertainment and technology company, has a fantastic opportunity for a Customer Service Lead to join our team.

About TFL (Tickets For Less)

At TFL, we are passionate about creating Memories For Life® for sports fans, music lovers and event goers across the country. We work directly with sports properties, professional teams, college athletic departments, venues, fans, and partners to improve the event going experience and drive event attendance. Our unique distribution model creates quick and convenient access for event goers across the country and ensures that teams and rights holders maximize fan access and event revenue.

As a Top 10 ticket reseller in the country, TFL offers employees a front row seat into the ever-evolving ticketing industry. On top of that, we love to have fun! From an open and inviting work environment to multiple staff perks, TFL is a great place to work.

With our headquarters located in the greater Kansas City-area, TFL is proud to celebrate 20 years of providing high-rated service to the local community. Recently named to the KC Business Journal’s Top 150 Private Companies List, we have achieved tremendous growth post-pandemic. Fueled by recent acquisitions, we have expanded our retail customer base in strategic markets, and now have offices in Tuscaloosa, Ala., Omaha, Neb. and St. Louis, Mo. 

Responsibilities & Job Duties (include, but are not limited to)

• Provide direction, leadership, and guidance to deliver best-in-class customer experience for our TFL Retail and Private Label clients.

  • Oversee a team of Customer Service Coordinators.
  • Lead by example by delivering best-in-class customer experience.
  • Manage highly complex, escalated, and high value contacts with excellent customer service, providing solutions to their ticketing needs.
  • Create service protocol and process for consistency across teams and coordinators.
  • Work in the Point-of-Sale system to assist customers on ticket purchases and the utilization of ticketing platforms.
  • Assist in setting clear performance goals and monitoring team progress. Provide coaching opportunities and professional growth.

• Implement CRM strategy, effectively maximizing HubSpot capabilities.

  • Ensure Coordinators are executing the CRM strategy, recording customer communication and interactions.
  • Share best practices and opportunities for improvement.

• Work collaboratively with other team members to achieve departmental and company goals.

  • Actively contribute ideas and potential improvements to team members and management.
  • Recommend solutions to prevent repeated customer issues, driving root cause analysis within department and internal players.
  • Proactively engage in protecting company assets through vigorous fraud prevention and cash handing procedures, actively assessing credit card misuse or abuse.
  • Cultivate an environment that strives for excellence by assisting in interviewing, hiring, developing, and retaining top tier team members.
  • Analyze and review team member Key Performance Indicators on a frequent basis to provide appropriate recognition or guidance for professional growth.

• Work with the Senior Manager, Customer Service to manage and monitor team schedules ensuring we have coverage to handle anticipated workload and support volume.

• Required to work rotating evenings and weekends.

Qualifications

• Bachelor’s degree in a related field preferred

• Must have a passion for sports and/or live entertainment

• Retail, travel, event, sports or live entertainment experience considered a plus

• Excellent verbal and written communication skills

• Self-motivation, attention to detail and strong organizational skills required

• Must be able to work independently and as part of a team in a group setting

• Strong ability to multi-task

• Must be available to work under pressure in a fast-paced environment

• Must have an eye for detail

Benefits

• Competitive salary
• Discretionary performance bonuses
• 401k with company match
• Unlimited vacation
• Medical/Dental/Vision insurance
• Long-term and short-term disability
• Life insurance
• Paid maternity leave

Perks

• $1,000 employee ticket credit

• Company outings to local live events, including Suite tickets to Kansas City’s premier events

• Company kitchen including complimentary breakfast, lunch, snacks and drinks for employees daily

• Company happy hours on the first Friday of every month

• Employee referral program

• Casual dress code