Customer Service and Accessibility Assistant

Live Nation - Glasgow, KY

Full-time - Entry Level

Glasgow, KY

Amusement, Gambling, and Recreation Industries

About the position

The Customer Service and Accessibility Assistant at DF Concerts and Events plays a vital role in delivering exceptional customer service and ensuring accessibility for fans attending concerts and events. This position involves collaborating with the Customer Service Manager and Accessibility Coordinator to create positive experiences for customers, handle inquiries, process accessible applications, and resolve complaints effectively. The role emphasizes a fan-first approach, focusing on inclusivity and high service standards.

Responsibilities

• Deliver high-quality, effective, and responsive customer service, handling customer inquiries and complaints for concerts, events, and festivals promptly.
• Process festival and event-accessible applications as directed by the Customer Service Manager.
• Investigate, resolve, and record event and concert complaints in line with company procedures, maintaining contact with fans throughout the complaint resolution process.
• Assist with creating and maintaining timely, accessible information for websites and customer communications regarding applications and post-event surveys.
• Review, enhance, and maintain the Customer Service Help Centre to improve information delivery and increase team knowledge and customer satisfaction.
• Prepare and present bi-weekly supportive trends on complaints, inquiries, and accessibility stats to the Customer Service & Accessibility Manager.
• Monitor inquiries into the CRM system during the TRNSMT festival weekend and assist the accessibility team with various tasks during the event season, including onsite support at outdoor events if required.
• Review the Accessible Site Inventory in advance of event season and maintain it throughout to ensure current and accurate records.
• Compile accessibility feedback throughout the event season in preparation for debriefs and annual overview.
• Perform additional administrative tasks as required to support team operations.

Requirements

• Customer-focused with previous experience in delivering exceptional and effective customer care across phone calls and email in inquiry and complaints handling.
• Skilled in listening to a customer's needs and providing the right solution with strong ability to respond well verbally and through written work.
• Previous administrative experience involving accurate data input is essential.
• Proven ability in using Microsoft packages and CRM systems is essential.
• Good time and task management with the ability to manage own workload and meet deadlines is essential.
• Ability to identify potential problems and identify solutions, appropriately seeking information when required.
• Ability to accurately maintain and ensure quality assurance requirements are met.

Nice-to-haves

• Previous experience working in the events industry is desirable but not essential.
• Experience in a venue or in another customer services position.

Benefits

• Inclusive work environment
• Opportunities for professional and personal development
• Support for work-life balance