What are the responsibilities and job description for the Operations Fulfillment Specialist position at Victory Live?
ABOUT VICTORY LIVE
Victory Live is a private equity backed technology company aimed at maximizing distribution and yield for live event ticket inventory. We provide an end-to-end software platform for the live ticketing industry, managing thousands of sports, theater and live music event tickets on behalf of artists, promotors, teams, venues and professional resellers. Victory Live’s comprehensive offerings include an established B2B marketplace along with both a full-service and an automated SaaS platform to handle all elements of the ticket sales lifecycle, from ingestion to sales fulfillment.
THE POSITION
In this position, the incumbent will work hand in hand with our Operations Team handling all aspects of ticket supply chain logistics. With the aid of our in-house automation tools, the Operations Fulfillment Specialist will be responsible for servicing our Members and Customers with their orders via manual fulfillment, phone and email support.
This role combines elements of customer service, advocacy, and system management. Our ideal candidate has experience managing time-sensitive requests in a high-volume environment.
THE PLAN
Everyone has a part to play
Everyone has a part to play
- Accurately carry out all fulfillment processes and protocols by monitoring sales across 14 marketplaces
- Understand marketplace and primary ticketing policies and apply them to orders
- Maintain a general knowledge of all in-house tools, industry automation, and inventory management best practices
- Support end-consumers in both the purchasing and fulfillment processes
- Prioritize and respond efficiently to emails and phone calls in a fast-paced environment
- Assist Members with a variety of support requests, including researching and resolving common issues
- Work closely with internal teams and escalate requests to other departments (and individuals) as needed
- Build sustainable, trusting relationships with our Members through open and interactive communication to improve the overall Member experience
- Following up on client requests to reach a satisfactory resolution
- Exceed department standards for quality of service
Requirements
What we’re looking for
- Previous success in a consumer-facing position
- Professional in demeanor and appearance
- Must have excellent organizational skills
- Must be willing to work nights, weekends, and holidays when mission-critical tasks arise
- Ability to demonstrate uncompromised judgment and discretion regarding interpersonal relationships
- Ability to manage stressful and/or high-profile situations
- Self-discipline and a commitment to confidentiality and discretion (including with respect to sensitive information)
- Good decision-making skills and judgment
- Flexible and reliable team player, within departmental team and the company as a whole
- Strong communication skills (written, verbal and non-verbal), and active listening skills
- Adept at time management and prioritizing job tasks, within defined parameters and/or objectives. Must be able to work independently
- Able to identify problems, their sources, and their potential solutions while continuing to successfully conduct day-to-day operations without interruption
- Knowledge and understanding of both the primary and secondary markets within the ticketing industry preferred
- Proficiency in ticketing systems, managing ticket inventory and/or third-party ticketing software a plus
Victory Live is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, Veteran status, or another other characteristic protected by state, local or federal law.
