Career OPPORTUNITIES.

OUTPERFORM – We’re on the lookout for amazing individuals, avant-garde thinkers and state-of-the art doers, who thrive on teamwork in a non-stop, challenging environment. You should be ready for a high level of personal commitment and personal reward. You need to possess a positive outlook, spirited drive and be hungry for more sales, more technology and more success.

If you can outpassion, outinnovate and outtalent, then please contact us at Outbox to become a part of our worldwide team. 

Director of Human Resources

The Director of Human Resources maintains and enhances the organization's workforce by planning, implementing, and evaluating employee relations and human resources policies, programs, and practices. He/she also provides an employee-oriented, high performance culture that emphasizes quality and productivity, and the recruitment and ongoing development of the company. The Director will report to the CEO and serve on the executive management team; and assist and advise company managers about Human Resource issues.

Responsibilities:

  • Provides oversight of assigned work groups via regular emails, phone calls and meetings to discuss all areas of HR management including new hire orientation and on-boarding, benefits, diversity initiatives, training and development, employee relations and communications, salary administration, performance management, legal compliance, employee productivity and effectiveness in order to provide the best HR services and functions to managers. 
  • Provides HR support to all employees of assigned work groups by answering HR-related questions and solving problems regarding, benefits, salary, job concerns, policies and other HR issues in a timely manner in order to maintain a satisfied, productive and motivated workforce.
  • Reviews and makes recommendations on policies and procedures, rules and regulations, forms and documents by researching employment laws and best practices and coordinating with other necessary parties in order to ensure compliance with federal, state, county, and local laws. 
  • Recommends salary changes in accordance with established salary structure by researching relevant market data and establishing a compensation strategy in order to attract and retain the "best and brightest" employees. 
  • Develops/revises and implements HR processes in collaboration with management and other parties involved in order to improve HR efficiency. 
  • Acts as the liaison for community involvement and organizes efforts to develop relationships with other local businesses and industry associations. 
  • Performs other duties as assigned. 

 Minimum Qualifications/Requirements:

  • BA/BS in HR Management or related discipline.
  • 7+ years of HR Management experience.
  • Strong knowledge of employment law.
  • Strong knowledge of compliance – state and federal legislation
  • Proficient in Microsoft Office programs (e.g., Word, Publisher, Excel, PowerPoint, Access and Outlook) 
  • Complex problem-solving and analytical skills 
  • Creative and critical thinking skills 
  • Excellent Written and verbal communication skills 
  • Project Management skills 

Administrative Details:

  • Reports to: CEO
  • Location: Los Angeles, CA
  • Classification: Exempt
  • Supervises: Yes

Only those qualified for the position will be contacted for an interview.

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Account Manager

The Account Manager (AM) serves as the primary business contact for the client and is responsible for general operational support and overall client satisfaction, up to, and including the client CEO. The AM is expected to consistently provide excellent customer service to accounts, as well as represent client needs and goals within the Outbox organization.The responsibility of the AM is to ensure client satisfaction and contribute to the overall success of the organization through creativity and active team participation.

 

Responsibilities:

-        Responsible for client communications, conflict resolution, and compliance on client deliverables

-        Define and track client key performance indicators, incidents, service requests, product enhancement requests

-        Ensures that client issues are identified, reported and resolved in an efficient manner

-        Briefs clients of status of product enhancement requests, highlighting specific features and functionality that may be of high pertinence or relevance to the client

-        Works closely with the Product Management and Client Services teams in order to maintain a continuous knowledge of product features and functionality

-        Gather product feedback from clients and report to Outbox Product Management and Client Services

-        Has a strong understanding of Outbox capabilities and service, and effectively communicates all offerings to the client

-        Provides reports to key management with input on all account activity, including status and call reports on a weekly basis

-        Provides on-site support for high-scale on-sales and events

-        Supports Client Services and Implementation Management on an as-needed basis

Minimum Qualifications/Requirements:

-        5-7+ years’ experience  in same/ similar function is  highly desirable

-        Excellent verbal and written communication skills

-        Exceptional interpersonal skills

-        Ability to work under stressful conditions and time constraints

-        Capable of working independently or collectively on assigned tasks

-        Strong customer focus

-        Located in Los Angeles, travel as required up to 50%

-        Ability and willingness to work off-hours and on weekends as necessary

-        Ability to streamline processes and communication between multiple clients and remain in sync with other Acct Managers

-        Ticketing industry experience is a plus

Administrative Details:

Reports to:          Director of Account Management

Location:             Los Angeles, CA / Remote as Required

Classification:     Exempt

Supervises:          N/A

Only those qualified for the position will be contacted for an interview.

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Client Services Administrative Assistant

The Client Services Administrative Assistant position is a challenging one, requiring strong logistical and communication skills, a proficiency in computers, a knack for accomplishing detailed tasks on tight deadlines and excellent time management skills. The responsibility of the Administrative Assistant is to support the Client Services Team by tracking all incoming events, ensuring that critical deadlines are met, and participating in all aspects of event creation. Assistants are enthusiastic and highly organized, and will support all department activities.

 Duties and Responsibilities

 Client Services Administration:

  • Track the creation of all events and promotions to assist team members in meeting critical deadlines.
  • Accurately consolidate all sales information into one master document to be distributed on a daily basis to critical internal and external stakeholders.
  • Use the master tracking document to accurately populate the daily event checklist used to monitor onsales, verify proper eventday configuration, and prompt for changes in event enabling.
  • Support and assist the venue teams, as needed.
  • Serve as the liaison to the Call Center
  • Provide back-up assistance to the administrative staff, as needed.
         

Client Services Support:

  • Assist in the timely, accurate, and properly documented creation of all event builds and  other work requests assigned by their Managers, Supervisors, or Leads.
  • Evaluate all assigned support tickets to ensure deadlines are met.
  • Properly document any assigned scheduled event updates (presale disabling, price type enabling, etc.) in the daily event checklist.
  • Assist as needed in carefully and thoroughly checking events created by other team members to ensure their accuracy, documenting all fields checked according to audit standards.
  • Properly monitor and verify event and promotion onsales as assigned.
  • Take advantage of any opportunities for advanced or enhanced training, as offered.
  • Fully participate in all Client Services meetings and activities.

 Problem Resolution:

  • Evaluate, troubleshoot, resolve or escalate any reports of problems in selling or reporting, being sure to notify a Manager, Supervisor, or Lead of any critical issues in a timely fashion.

 Job Requirements:

  • Advanced knowledge of computerized ticket sales, or comparable computer/data related experience
  • Proficient in Microsoft Office including Word and Outlook, with significant skills/experience with Excel
  • Microsoft OneNote experience preferred
  • Ability to quickly learn new technology
  • Demonstrated excellent written and verbal communication skills, including the ability to successfully communicate with clients and other employees
  • Service oriented, with strong organizational skills and an eye for detail
  • Ability to successfully handle multiple priorities and complete tasks in a timely manner
  • Capable of multi-tasking and ability to cope with fluctuating workloads and pressure in a fast paced environment
  • Creative problem solving
  • Weekend hours required; must be flexible about working nights and holidays.

 Candidate Qualifications:

  • Track record of creative problem-solving skills and analytical abilities in a fast paced service/support environment
  • Demonstrated ability to adapt to a new environment and learn new skills
  • Customer support experience in a technology based business would be a plus
  • A general college degree, or comparable real world experience
  • A passion for the live entertainment industry

Only those qualified for the position will be contacted for an interview.

 

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Client Services Specialist

The Client Services Specialist position is a challenging one, requiring a proficiency in computers, a comprehensive understanding of customer service, a knack for accomplishing detailed tasks and excellent time management skills. The responsibility of the specialist is to ensure client satisfaction and contribute to the overall success of the organization through creativity and active team participation. Specialists are enthusiastic and organized, educate themselves on our company’s software updates and act to deliver timely and world-class support to the company’s clients and their customers.

 Duties and Responsibilities

 Technology / Software:

  • Mastery of Outbox Technology’s cloud-based entertainment ticketing system
  • Accurately build and maintain entertainment events on Outbox system
  • Remain current with new software/product releases
  • Provide event programming services
  • Assist with event manifest creation
  • Configure client marketing and promotional campaigns

 Client Support:

  • Assist the Client Services Manager with event submission and inquiries from venue clients
  • Advise and  educate clients to ensure a complete understanding of all Outbox products including ticketing system and access control
  • Facilitate the sharing of best practices to all Outbox clients and offering answers to technical and product use questions
  • Meet and exceed client service level agreements
  • Communicate product updates, new features and functionality to client base
  • Accurately track and report all client interactions to ensure consistent communication
  • Conduct quality control processes to ensure the accurate data entry of all event details in the Outbox system, including Internet and Point of Sale
  • Participate as an active team member to develop and maintain excellent client relationships.

 Problem Resolution:

  • Use troubleshooting tools and techniques to identify the root cause of issues and apply appropriate remedial action for resolution
  • Document new  issue/resolution pairs to increase comprehensiveness of knowledge base
  • Coordinate with product support groups to expedite problem resolution
  • Resolve issues with Venue Box Office for events with problems and/or special circumstances

 Customer service:

  • Accept ticket buyer issue escalation from the Outbox Call Center
  • Evaluate, solve or escalate issues to Client Box Office
  • Provide feedback for opportunities to improve Call Center operations and website functionality
  • Assist with ticket fulfillment as needed

 Job Requirements:

  • Advanced knowledge of computerized sales, or comparable computer/data related experience
  • Proficient in Microsoft Office including Word, Excel & Outlook
  • Ability to learn new technology
  • Demonstrated  excellent written and verbal communication skills, including the ability to successfully communicate with clients and other employees
  • Service oriented, with strong organizational skills and an eye for detail
  • Ability to successfully handle multiple priorities and complete tasks in a timely manner
  • Capable of multi-tasking and ability to cope with fluctuating workloads and pressure in a fast paced environment
  • Creative problem solving
  • Must be flexible about working nights, weekends and possibly holidays.

 Candidate Qualifications:

  • Track record of creative problem-solving skills and analytical abilities  in a fast paced service/support environment
  • Demonstrated ability to adapt to a new environment and learn new skills
  • Customer  support experience in a technology based business would be a plus
  • A general college degree, or comparable real world experience
  • A passion for the live entertainment industry

 Administrative Details:

Reports to: Client Services Supervisor/Manager

Location: Los Angeles, CA

Classification: Non-Exempt

Supervises: N/A

Only those qualified for the position will be contacted for an interview.

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Customer Service Manager

The Customer Service Manager serves customers and clients by planning and implementing customer contact strategies and operations, improving systems and processes, and managing outside service providers.  This position will oversee the daily activities of this function to ensure timely and accurate services to customers on behalf of our expanding list of premium entertainment venues. 

 Responsibilities:

  • Maintains and improves customer contact (call center) operations by monitoring service delivery performance; identifying      and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
  • Determines call center operational strategies by conducting needs assessments, performance evaluations, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies including Interactive Voice Response (IVR),  email, live chat, etc.; defining user requirements; establishing technical  specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Identify and solve service issues; conduct regular SLA reviews and identify  ongoing training opportunities for sales and customer service staff.
  • Maintain professional and technical knowledge by tracking emerging trends in call center operations management.
  • Works with Account Management staff to determine Client requirements for Call Center services and addresses any on-going needs or  issues.
  • Evaluates product features and functionality to maximize efficiencies and service levels
  • Take escalated service calls from call center team as necessary.
  • Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.

 Minimum Qualifications/Requirements:

  • Seven or more years’ experience in progressively responsible customer service and call center positions, which include management experience and a minimum of four years in supervisory positions.
  • Ticketing industry experience is strongly preferred.
  • Exceptional customer service skills.
  • Excellent verbal and written communication skills.
  • Ability to work under stressful conditions and time constraints.
  • Capable of working independently or collectively on assigned tasks.
  • Strong customer focus.
  • Ability and willingness to work off-hours and on weekends as necessary.
  • Ability to streamline processes and communication between multiple customers and employees.

 

Reports to:  VP Operation            

Location:  Los Angeles

Travel:  50%

Classification:     Exempt

Supervises:          No

Only those qualified for the position will be contacted for an interview.

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Documentation and Training Specialist

Traditional training can move beyond the boundaries of the classroom.  At Outbox, connecting and communicating is our focus and the Specialist is an important resource in providing Documentation and Training solutions to all Outbox product users both internally and externally.  Ensuring that all clients and staff fully realize the benefits of our product, the responsibilities of this role include but are not limited to a.) Creating, writing, editing and publishing technical documents, E-Newsletters, Job-aids and other reference tools and, b.) Designing, developing and delivering creative and impactful product training and presentations.

This resource will work under the supervision of the Documentation and Training Manager and closely with the Product, Development and Account Management teams to a.) Ensure all publications are accurate and provided to the Outbox client base in an appropriate and timely manner, and b.) Provide internal staff with the training and development opportunities to ensure the highest level of client support.

 Responsibilities:

  • Be fully immersed and understand the Outbox product
  •  Conduct in-house and/or client-facing training programs
  • Develop, publish and maintain written, audio and web-based training materials and reference documents
  • Assist in producing technical audio-visual presentations and/or training content to be posted on Outbox Tutorials web space
  • Work closely with Product Development teams to understand current and new features.

 Key Skills:

  • Excellent verbal and written communication skills
  • Strong attention to detail
  • Sense of creativity essential
  • Exceptional interpersonal skills
  • Outstanding organizational skills & ability to manage multiple tasks and priorities
  • Intermediate mastery of MS Word, Excel & Power Point

 Preferred Qualifications:

Knowledge

  • BS or BA or equivalent desired in Communications, Management, Instructional Design or similar field
  •  2+ years ticketing industry experience
    is highly desirable
  • Proven Experience with Adobe Photoshop, Articulate, Camtasia, Snagit
  • Online or print publication experience (writing, editing, copy editing, graphic design)
  • Experience creating deliverables (presentations, guide books, job aids, etc.)
  • Basic knowledge of SCORM and LMS
  • Excellent research and documentation skills
  • Ability to work under stressful conditions and time constraints
  • Ability to work independently or collectively on assigned tasks as well as to accept direction on given assignments

Other:

  •  Travel as required up to 50% (though likely closer to 30%)
  • Please be prepared to provide work samples upon request

 Administrative Details:

Reports to:          Documentation and Training Manager

Location:             Los Angeles, CA

Classification:     Exempt

Type:                    Full-Time (Temporary - 6 month contract)

Supervises:          N/A

Only those qualified for the position will be contacted for an interview.

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