Military Ticket Program Customer Service Agent

Quick Facts

• Role: Military Ticket Program Customer Service Agent (call center + website support)

Description

Provide worldwide customer service for the Military Ticket Program by assisting eligible patrons and ticket-selling agents through phone and email. Support authentication and navigation on the MWRTickets public website and the Agent Portal, process ticket purchases, cancellations, and refunds, and troubleshoot minor ticketing and account issues. Maintain call center performance standards and complete daily/weekly reports to track call types and issues for program/site improvement.

Responsibilities

• Assist patrons, ticket office staff, and purchasers with MTP inquiries via phone and email
• Use MWR Tickets website and Agent Portal for authentication, navigation, and transaction support
• Maintain and apply knowledge of FAQs and military promotions for ticket processing and refunds
• Verify required ticket sale information for accuracy before completing sales
• Research and resolve routine and non-technical requests to locate and access tickets
• Troubleshoot minor issues (e.g., missing confirmations, login errors, incomplete purchases, basic payment inquiries) and escalate when needed
• Monitor website marketing advertisements for up-to-date content; report items needing removal/replacement
• Provide excellent, friendly, professional, personalized customer service
• Coordinate with the MTP team to address inquiries and resolve customer issues
• Meet call center performance standards and contribute to team goals

Requirements

• At least one year of progressively responsible specialized experience providing customer service assistance in ticket office operations
• OR a bachelor’s degree (4 years of higher-level education)
• OR a combination of specialized experience and higher-level education
• Knowledge of MTP rules, procedures, operations, and business practices
• Knowledge of MWR programs and services to recommend travel, recreation, or vacation options
• Knowledge of ticket office operations to process transactions accurately
• Knowledge of and skill in telephone and email customer service etiquette
• Knowledge of and skill in the use of Ticket Management System
• Skill in navigating MWRTickets public website
• Ability to provide excellent customer service
• Skill in technology devices and software applications, including Microsoft Office
• Reading comprehension and basic math
• Ability to understand customer requests, determine required steps, and follow correct order of procedures
• Effective oral and written communication
• Ability to work independently and as part of a motivated team
• Must pass records and background check
• Must pass E-Verify; resolve discrepancies
• Hours may vary; may be required to work early, late, weekends, and holidays
• Drug-free workplace compliance required

Benefits

Salary depends on experience and/or education (includes locality pay). Direct deposit/electronic funds transfer is required within the first 30 days (some positions). Some positions may require a 1-year probationary period, and eligibility to work in the United States is confirmed using E-Verify.