Drum Corps International (DCI) has developed into a powerful, nonprofit, global youth activity with far-reaching artistic, educational and organizational influence. Through the annual DCI Tour and World Championships, Drum Corps International provides entertainment to millions through live performances and nationally broadcast events. Drum Corps International is Marching Music’s Major League™.
Location: Indianapolis, IN
Duration: February 1 - September 1
Role Responsibilities
The Seasonal Customer Service Representative serves as the initial point of contact between customers & fans and the DCI Office. With a primary focus on phone & email communication, this position will also support the ticketing department in the processing of group orders. This position will interact with multiple ticketing platforms each summer tour including, but not limited to, Vivenu and Ticketmaster.
This position requires excellent written and oral skills. This person should possess strong interpersonal and organizational abilities. The Seasonal Customer Service Representative works in a varied, fast-paced environment that requires flexibility and adaptability to rapidly changing requirements. A sense of urgency and problem-solving skills are a necessity as well as a desire to provide world class customer service to our customers (internal and external).
This person may travel minimally throughout the tour season (Late June through early August). Standard working hours are 40 hours per week, though overtime hours may be requested during peak season in late July/early August.
This position reports directly to the Senior Ticketing Manager.
Duties include but are not limited to the following:
Ticketing Management
- Serve as initial contact for customers calling into the DCI office, providing outstanding customer service and troubleshooting to ticket purchasers and DCI fans.
- Answer ticketing questions that come through the Salesforce Case Queue
- Process group & complimentary ticket orders
- Perform data entry and update transactions inside of Salesforce CRM program
- Support the ticketing team with on-site equipment preparation
- Support the ticketing team at the DCI World Championships in Indianapolis in August
- Assist other departments with tasks as time permits
Other duties as assigned.
Experience and Competencies
- Previous customer service experience in a ticketing box office or phone center environment preferred.
- Knowledge or experience with ticketing software (Ticketmaster, Vivenu, etc.) preferred
- Ability to effectively communicate with people at all levels and from various backgrounds.
- Ability to work independently and as a member of various teams and committees.
- Creative, enthusiastic, flexible, and innovative team player.
- Proficient with Microsoft Office.
Physical Demands and Work Environment
- Frequently required to stand.
- Frequently required to walk.
- Frequently required to sit.
- Continually required to utilize hand and finger dexterity.
- Occasionally required to climb, balance, bend, stoop, kneel or crawl.
- Continually required to talk or hear.
- Frequently exposed to outside weather conditions.
- While performing the duties of this job, the noise level in the work environment is usually quiet.
- The employee must frequently lift and/or move up to 10 pounds.
- Specific vision abilities required by this job include: close vision; distance vision; peripheral vision depth perception and ability to adjust focus.
Drum Corps International is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
