Risk Specialist (Quality Control Investigations)
Job Description
As a member of the Quality Control Investigations (QCI) team, the Risk Specialist is responsible for resolving ticket claims, evaluating risk in regards to escalated customer scenarios, investigating post event issues, assisting with financial recovery, maintaining online reputation, managing BBB and Attorney General complaints, and other tasks as deemed necessary. This person will work closely with QCI team members as well as other departments within the company.
Responsibilities
- Provide exceptional customer service while assisting in the resolution of complex issues with little supervision
- Conduct outbound calls to customers in regards to Denial of Access (DOA) claims, escalated complaints and inquiries
- Assist in effective financial decision making in regards to DOAs, escalated issues, and negative online reviews
- Create written responses for escalated issues and disputes, including BBB complaints, reviews, Attorney General letters, and customer and seller inquiries via email
- Accurately audit large order volumes
- Maintain financial recovery tactics
- Collaborate and maintain reporting
Who we are looking for
- Must have thorough knowledge of the ticket industry
- Strong organizational, analytical, and critical thinking skills
- Escalated customer service experience is required
- Excellent attention to detail
- Familiarity with Fresh Desk support software is preferred
- Ability to meet deadlines and prioritize deliverables
- Skilled writing background with experience in formal business correspondence
What We Offer
We are passionate about creating memorable experiences for our fans… and the best in class experience for our employees. Vivid Seats offers competitive compensation levels, individual and team-based bonus opportunities, generous benefits package and Flex PTO policy plus a variety of workplace perks. The most exciting one: We offer our employees $100 worth of credits each month to spend on Vivid Seats tickets along with promotional discounts. At the heart of it, we are all fans of great live events. We want to help you get there more often.
Location:
225 W Randolph, 30th floor
Chicago, IL 60606