Customer Experience - Los Angeles, United States - Insomniac Holdings, LLC

Description

Insomniac - Customer Experience & Engagement Coordinator

Job Summary:
Insomniac produces some of the most innovative, immersive music festivals and events in the world.

Enhanced by state-of-the-art lighting, pyrotechnics and sound design, large-scale art installations, theatrical performers and next generation special effects, our events captivate the senses and inspire a unique level of fan interaction.

The quality of the Headliner experience is our top priority.

Throughout our 25-year history, Insomniac has produced almost 400 festivals, concerts and club nights for over 4 million attendees in California, Colorado, Florida, Nevada, New York, Texas, Puerto Rico, and the United Kingdom, with expansions into Brazil, China, Japan and India.

Insomniacs premier annual event, Electric Daisy Carnival Las Vegas, is the largest multi-day music festival in North America, and attracted more than 400,000 fans over three days in May 2019.

The company was founded by Pasquale Rotella, and has been based in Los Angeles since it was formed in 1993.

THE ROLE

Insomniac Events is looking for a Customer Experience & Engagement Coordinator who will assist with customer service inquiries over email and social media.

The ideal candidate will be able to handle a high volume of customer service-related questions, comments, and requests across festivals and brands and related channels.

This position will post on public-facing social media channels, respond to inquiries over email, interact with fans or customers while utilizing brand voice, and have knowledge of Insomniac brands, festivals, themes, policies and values.

This role will consist of off-hours, remote, and overnight work; schedule varies and will be determined by the needs of the social team.

This is not a remote position.

RESPONSIBILITIES

• Monitor the Insomniac email inboxes, direct messages, and help address all direct customer inquiries
• Act as the go-to customer service resource for your assigned brands and projects
• Engage with headliners leaving positive comments to ensure balanced sentiment across announcements
• Escalate pressing fan issues to stakeholders and department heads when appropriate
• Use appropriate brand voices to interact with fans and customers
• Work cross-functionally to ensure Insomniac is communicating clearly with its audience
• Coordinate website and mobile app updates based on fan engagement or

as issues arise

• Provide a high level of customer service in line with Insomniacs brand standards
• Leave no public-facing question or issue unanswered
• Additional tasks to be determined in real time by Social Media, Marketing, and Production teams
  QUALIFICATIONS
• Bachelor's degree or 3 years of relevant experience in customer service
• A strong interest in the electronic music industry and a deep understanding of its fans
• Knowledge of Facebook, Facebook Live, Twitter, Instagram, Instagram Stories, Snapchat, Pinterest, YouTube, and other live streaming apps and social media platforms
• Experience in social media management/monitoring

tools such as:
HootSuite, TweetDeck and Sprinklr

• Proficient in grammar, copywriting and asset selection
• Knowledge of email and live chat best practices and deliverability
• Experience in identifying and integrating platforms that enhance the customer experience
• Strong proficiency in Microsoft Office and Google Applications
• A fast learner, self-starter, and a can-do attitude
• Ability to work overnight, off-hours, and react appropriately to time-sensitive situations
• Experience with CRM software, specifically Freshdesk is recommended but not required
  WORK ENVIRONMENT
• Must be able to tolerate loud noise levels & busy environments
• May work in drastic temperature climates
• Must be willing to travel to work during holidays, evening and weekend hours, as required, to meet deadlinesApplicants for employment in the U.S. must possess work authorization, which does not require sponsorship by Insomniac for a visa.

EQUAL EMPLOYMENT OPPORTUNITY

Insomniac strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.

HIRING PRACTICES

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification.

It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Insomniac recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner.

Insomniac may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, Internet recruiting, job fairs, college recruiting and search firms.

*Recognized three years in a row by Great Place to Work and named one of People Magazines top 50 Companies that Care, Live Nation Entertainment is the global leader in live entertainment and ticketing. Our world-class portfolio reaches all aspects of the live event and ticketing industry, from ground-breaking software in
Ticketmaster, mix of legendary venues and restaurants in
House of Blues, production leaders in
Concerts, exceptional brand partnerships in
Media & Sponsorship, and unparalleled team of artist managers in
Artist Nation supported by diverse professionals in all facets of
Corporate operations.
*We recognize that our most important assets are our employees, the rock stars who keep the live experience going. Generous vacation, healthcare, and retirement benefits are just some of the great perks we offer to support our global workforce of more than 38,000. For any stage in your career, our many unique benefit programs are designed to help you live life to the fullest. We offer student loan repayment to support recent grads, six months of paid caregiver leave to support new parents, perks like Roadie Babies (bring your little ones & a caretaker along with you on work trips) and Music @ Home (stipend to cultivate your little ones music interest), and tuition reimbursement to fuel your ongoing professional development. Plus, working for the world's largest live event and ticketing company means you'll have access to free concerts, festivals, sports games, and more through our exclusive employee ticket concierge.
*There is no bigger stage for your career. See what your future looks like at Live Nation Entertainment.

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