The University of Southern California (USC) Finance Division â Ticket Office is seeking a friendly and detailed-oriented professional to join its team as a Customer Service Representative.
The Ticket Office is responsible for over 400 events on campus ranging from USC Athletic games to cultural events and special events at the Galen Center. The Ticket Office also serves the USC Community by offering discounts to some movie theaters, Legoland, Universal Studios Hollywood, Knottâs Berry Farm, San Diego Zoo, Seeâs Candies and much more! As we strive to get better daily putting our Cultural Values; Accountability, Integrity, Open Communications, Teamwork and Opportunities for Growth & Professional Development; into action is integral to the growth and change in culture in the Ticket Office.
The ideal Customer Service Representative will be friendly, helpful and will maintain high standards of customer service. This position requires clear communication skills, ability to read customers, excellent time management skills and knowledge of USC traditions and what it means to be a Trojan. The environment is fast paced which requires attentiveness, accountability, and the ability to think quickly while making sure to represent USC well. Working with students, training students, answering phones and emails all while staying positive and friendly is imperative.
Provides customer service to students, faculty, staff and external customers. Meets customer needs, offers options, resolves problems and follows up with customers. Ensures full customer satisfaction without unnecessarily referring customer to other staff members. Maintains friendly, helpful demeanor.
Â Provides information regarding policies and procedures, terms and programs relating to service area for students, parents, faculty, administrators, staff, and outside customers
Â Identifies and prioritizes problems and issues related to service area. Performs research, offers solutions, options and strategies. Refers to appropriate person or department as needed, and/or arranges for service. Tracks problem status until resolution is achieved. Maintains close contact with customer to give updates on progress toward resolution of issue or service request.
Trains schedules, assigns and prioritizes workloads. Interprets operating policies and procedures. Ensures timely completion of department's work. May lead student workers.
Processes applications, releases, cancellations, adjustments, changes, requests, fees, invoices and other related paperwork. Maintains quality/quantity standards. Verifies contracts or forms for completeness and accuracy of information. Updates and maintains all necessary records and/or logs.
Represents department to students, parents, faculty, administrators, staff and other outside customers. May act as representative for department at internal committee meetings such as Customer Service Planning Group. Makes formal presentations as assigned
Studies and maintains currency with all applicable policies and procedures, contracts and related legal issues.
Performs other related duties as assigned or requested. The University reserves the right to add or change duties at any time.
Experience and training in Spectra Ticketing and Sales Force CRM system a plus.
High proficiency in Microsoft Word, Microsoft Excel, Internet use, and other basic computer usage.
Familiarity with basic tenets of sales and customer service, sports industry specific a plus.
Highly motivated with a positive attitude.
Outstanding listening, written, and verbal communication skills.
Customer service or sales experience preferred.Â Sports customer service or sales experience a plus.
Exemplary self-discipline, professionalism, pride and work ethic.
Thorough, detail oriented with ability to multi-task effectively and with a sense of urgency, sometimes under a high level of stress.
Flexible hours required:Â working evenings/nights, weekends and holidays.
The USC Finance Division â Ticket Office values accountability, teamwork, open communication, integrity, and opportunities for growth and professional development. Join us â apply today!
Minimum Education: High School or equivalent. Combined experience/education as substitute for minimum education. Minimum Experience: 1 year of experience. Combined experience/education as substitute for minimum experience. Minimum Field of Expertise: Customer Service
USC’s Viterbi School of Engineering has been one of the economic engines in Southern California and a vital hub in the California economy. The technical innovations and ideas generated by the Viterbi faculty and research community have resulted in countless innovations, many becoming the foundations for new companies, products and services. The thousands of students graduating each year bring new ideas and vitality to companies in California and beyond. With an annual research budget exceeding $205M each year, more than 46 research centers and institutes, more than 180 faculty members, 7,800 students and over 60,000 impassioned alumni world-wide, the Viterbi School is addressing some of the world’s great challenges.