Military Ticket Program Customer Service Agent

This position is assigned to Non-appropriated Fund (NAF) Navy Military Ticket Program; Morale, Welfare, and Recreation (MWR); Fleet Readiness (N92); Fleet and Family Readiness (FFR) (N9); Commander, Navy Installations Command (CNIC); Millington, TN. The purpose of this position is to provide assistance to eligible patrons and ticket selling agents through website access, navigating the site and ticket transactions, and other customer service support with the Military Ticket Program (MTP).

In order to qualify for this position, resumes must provide sufficient experience and/or education, knowledge, skills, and ability to perform the duties of the position. Applicant resumes are the key means for evaluating skills, knowledge, and abilities as they relate to this position therefore, applicants are encouraged to be clear and specific when describing experience. Duties include but are not limited to: Provides worldwide support in a call center environment to all callers related to the Military Ticket Program (MTP). Responds to inquiries and assists eligible patrons, ticket office staff, and purchasers via phone and email. Utilizes the MWR Tickets website and the Agent Portal to assist eligible patrons with authentication and navigation. Provides information regarding facilities, operational hours, and specific attraction guidelines. Maintains knowledge of "FAQs" and military promotions to assist customers and ticket office sales staff with processing ticket purchases and cancellations/refunds. Reviews required ticket sale information with the customer to ensure accuracy before assisting with the final sale. Completes daily or weekly reports to track the type of calls and specific issues for program/site improvement. Responds to routine and non-technical requests for information and questions to access, identify, and/or locate tickets and/or participating installation ticket offices. Troubleshoots minor issues such as inability to locate tickets on the site, incomplete purchases, missing ticket confirmations, account login errors, and basic payment processing inquiries. Evaluate issues as needed for further investigation. Reviews public facing website regularly to ensure all marketing advertisements are up-to-date and informs the lead or supervisor of any items that need to be removed or replaced. Demonstrates excellent customer service to all contacts, and provides friendly, professional, and personalized service at all times. Coordinates efforts with the MTP team to address customer inquiries and resolve issues. Maintains and executes call center performance standards. Works as part of a highly motivated customer service team, welcoming feedback while contributing to building team spirit. Assists other team members as needed.

If qualifying all of in part based on education, proof of education MUST be submitted at time of application in order to be considered. A bachelor's degree or 4 full years of progressively higher-level education leading to such a degree. OR At least one year of progressively responsible specialized experience providing customer service assistance in ticket office operations. OR A combination of progressively responsible specialized experience and higher-level education.