AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events – from concerts and festivals to sports and theater – at some of the most iconic venues in the world. Since our founding in 2011, we’ve consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today.
We’re passionate about improving the fan experience and providing game-changing solutions for our clients, and we’re always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment. Together we keep the world cheering.
Job Summary
AXS is seeking a Communications Coordinator responsible for analyzing and supporting various communication efforts within the contact center organization. Their role involves understanding and assessing the effectiveness of communication, identifying areas for improvement, and providing recommendations to enhance internal and external communication. This role would be instrumental in updating the Wiki pages, speaking with the Clients regarding updates in Wiki, sending out informative messages in Slack, partnering with other departments and vetting written material for agent use and other job duties as assigned. This position will work onsite in either our Frisco, TX or Tempe, AZ office.
Essential Functions
- Assist in the development and implementation of communication plans, including creating content, managing daily slack messages, and coordinating distribution. Participate in Client meetings, Defcon meetings etc, and develop talking points for agents around the information presented in meetings for Contact Center front line employees across all channels of operations.
- Maintain Internal Knowledge base, AKA Wiki, page buildout’s, Client, and Venue page updates.
- Must maintain a high level of confidentiality. Specifically, ensuring that the content of communication remains secure and inaccessible to unauthorized parties.
- Collaborate with cross-functional teams, including Clients, leadership and legal, ensuring consistent and impactful messaging to front line employees across all platforms. This includes public facing responses through such channels as Better Business Bureau and Trust Pilot, social media and I-Care macros.
- Support crisis communication efforts by analyzing and assessing potential risks ahead of time, develop messaging framework, and provide guidance to contact center leadership and agents during high-pressure situations.
- Monitor and track communication metrics and key performance indicators (KPIs) to measure the impact and success of communication efforts. Examples include developing visuals around surveys, and using Call Miner to gage overall sentiment and effectiveness of customer contacts - then reporting these finding to leadership.
- Train coach and mentor Contact Center agents as needed regarding information around AXS and our line of business.
Required Qualifications
- Two to four years of experience in customer service
- Two to four years of experience communicating in large scale environments.
- Proven experience in communication analysis, strategy development, and implementation.
- Proficiency in data analysis and visualization tools, such as Microsoft Excel, Google Analytics
- Proficiency and experience with Google Suite
- Knowledge of communication best practices, including audience segmentation, message development, and channel optimization
- Familiarity with communication tools and platforms, such as content management systems, email marketing software, social media management tools, and analytics platforms
- Excellent written and verbal communication skills, with a keen eye for detail and the ability to convey complex information clearly and concisely.
- Strong interpersonal skills, with the ability to build relationships, collaborate effectively, and influence stakeholders at all levels of the organization.
- Ability to train new hires, peers & leadership.
- Thorough understanding and in-depth knowledge of the ticketing industry.
- Strong training and facilitation skills, including the ability to engage learners, present information clearly, and adapt training methods to different learning styles.
- Ability to provide constructive feedback, coach employees to improve performance, and motivate them to achieve their full potential.
- Familiarity with contact center technologies, customer relationship management (CRM) systems, and other tools commonly used in contact center operations.
- Ability to assess training needs, evaluate training effectiveness, and analyze performance data to identify trends and areas for improvement.
- Strong organizational skills to manage multiple training programs simultaneously, meet deadlines, and maintain accurate records.
Bonus points if You Have
- Two to four years of Contact Center experience preferred but not required
What’s in it for You?
- Work with a team of problem solvers - We find the opportunities to help customers and pride ourselves on making it a positive experience.
- Extraordinary People – we’re not kidding!
- Meaningful Mission - Helping revolutionize an industry and deliver better experiences for fans and clients around the world.
- Opportunities for learning and leveling up through training and education reimbursement.
Pay Scale: $18.13 - $23.00 per hour
Bonus: This position is Not eligible for a bonus under the current bonus plan requirements
Benefits: Full-time: We offer a comprehensive benefits package that includes: medical, dental and vision insurance, paid holidays, vacation and sick time, company paid basic life insurance, voluntary life insurance, parental leave, 401k Plan (with a current employer match of 3%), flexible spending and health savings account options, and wellness offerings.
What’s in it for You?
- Work with a team of problem solvers - We find the opportunities to help customers and pride ourselves on making it a positive experience.
- Extraordinary People – we’re not kidding!
- Meaningful Mission - Helping revolutionize an industry and deliver better experiences for fans and clients around the world.
- Opportunities for learning and leveling up through training and education reimbursement.
More about AXS
AXS, a subsidiary of AEG, sells millions of tickets every year for 500+ partners across North America, Europe, and Asia, from venues like the O2 in London and the Red Rocks Amphitheatre in Denver to teams like the Los Angeles Clippers, Minnesota Timberwolves, and Houston Rockets. Headquartered in Downtown Los Angeles, California, AXS employs more than 500 professionals in multiple locations worldwide, including Charlotte, Cleveland, Dallas, Denver, Las Vegas, London, Tempe, Stockholm, and Tokyo. At each location you’ll find a team of dedicated, diverse employees (we’ve dubbed ourselves “Fanatix”) who create groundbreaking products and services in a fun, fast-paced environment.
To learn more about our culture and values, visit: https://solutions.axs.com/careers/
More about AEG
For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.
Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.
We are dedicated to a diverse, inclusive and authentic workplace, so if you’re excited about this role but can't "check every box" in the job description, we encourage you to apply anyway. You may be the right candidate for this or other roles.
We’re an equal opportunity employer and never discriminate based on gender, age, race, religion, color, national origin, sexual orientation, marital status, veteran status, or disability status.