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Order Retention Specialist

TicketNetwork is seeking an Order Retention Specialist. Due to a variety of circumstances, not all customer orders are accepted as originally intended. The Order Retention Specialist is responsible for refilling rejected orders by locating comparable tickets in an effort to retain as many orders as possible for TicketNetwork. Candidates for this role must be compelling salespeople with a knowledge or interest in the ticketing industry as well as a wide range of knowledge relevant to the events that they are filling orders for. All candidates must be detail-oriented and have the ability to work on multiple platforms with accuracy and thoroughness.

Primary Responsibilities:

  • Source tickets for, and contact customers who orders require alternative and/or replacement seating or delivery options
  • Provide delivery and follow up on orders sourced
  • Work closely with vendors to confirm the status of orders placed close to the time of the event
  • Liaise with the Fraud team to alert them of potentially fraudulent users
  • Refill options for clients whose orders have been rejected for potential fraud
  • Report on success, shortcomings, and other aspects of rejected orders
  • Refund and reject orders that are unable to be filled internally, and notify customers accordingly
  • Contact clients whose orders have encountered a defaulted supplied and arrange for replacements or follow up information
  • Document and notify management and internal teams of unfilled


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