Customer Experience Representative – Live Event Ticketing and Order Fulfillment Specialist (Full Time Nights and Weekends)
Join the Vivid Seats Team: Where Passion Meets Purpose
Are you passionate about delivering exceptional customer experiences and navigating the fast-paced world of live events? Do you thrive in a dynamic environment where no two days are ever the same? If so, we invite you to join our team as a Customer Experience Representative – Live Event Ticketing and Order Fulfillment Specialist at Vivid Seats, a leading online ticket marketplace.
About Us
Founded in 2001, Vivid Seats (NASDAQ: SEAT) is a pioneering force in the live event industry, dedicated to connecting fans to the experiences they love. Our mission is to inspire human connections through the power of live events, and we're committed to building products that empower our customers to make unforgettable memories. As a top place to work in 2023, according to Built In, we believe that our people are our greatest competitive advantage. Our company culture is built on the principles of empowerment, unity, and innovation, and we're always looking for talented individuals who share our passion for excellence.
The Opportunity
As a Customer Experience Representative – Live Event Ticketing and Order Fulfillment Specialist, you'll play a critical role in managing transactions and relationships with our valued sellers and customers. You'll be the face of Vivid Seats, providing elite service to both our sellers and customers through a broad range of event and order-related questions. Your expertise will be essential in ensuring that our customers have an exceptional experience, from the moment they place an order to the moment they receive their tickets.
Your Journey with Us
As a Customer Experience Representative, your role expectations will evolve over time, with clear milestones to help you grow and develop in your career. Here's a breakdown of your progress in the first 30, 90, and 180 days:
Customer Service Representative (30 days in)
* Complete new hire orientation and gain the knowledge and resources you need to succeed in the live event industry.
- Learn how ticket marketplaces operate and how you'll contribute to providing great experiences for our customers.
- Gain industry knowledge, experience, and critical thinking to proactively identify potential order issues and find solutions to problems.
Customer Service Representative (90 days in)
* Investigate instances where customer experience has been affected, determine where fault lies, and resolve issues fairly and constructively.
- Handle day-to-day interactions with sellers beyond the scope of traditional customer service responsibilities.
- Navigate order queues and determine what requires attention to provide real-time assistance.
Customer Service Representative (180 days in)
* Play an active role in continued learnings to advance your skill sets necessary for individual and team goals.
- Manage in-bound seller calls regarding a wide range of questions and monitor open and pending orders to ensure timely confirmation by ticket sellers.
What You'll Bring to the Table
* Outstanding communication, attention to detail, and organizational skills.
- A strong customer service mindset that embodies problem-solving and resolution skills.
- An interest in the live event space and an eager-to-learn attitude.
Work Environment and Schedule
* Office Location: Coppell, TX
- Hybrid model: 3 days in office and 2 days at home
- Hours:
+ 2:30-11:00pm with Tues/Wed off + 3:30-12:00am with Thurs/Fri off + 3:30-12:00am with Tues/Sun off
- The first 2 weeks of employment are Monday-Friday 9-6 for training, which is paid.
Compensation and Benefits
* $40,000 base salary with overtime eligibility
- Bi-annual bonuses
- Annual equity grant
- Any hours worked over 40/week are overtime eligible
Our Commitment
We're an equal opportunity employer that values the critical importance of a diverse workforce and sense of belonging. Many of our roles have flexible requirements, and we encourage you to apply regardless of whether you meet every qualification.
Ready to Join the Vivid Seats Team?
If you're passionate about delivering exceptional customer experiences and navigating the fast-paced world of live events, we invite you to apply for this exciting opportunity. Join our team and be part of a dynamic environment where you'll have the chance to grow, learn, and thrive. Apply now and take the first step towards an unforgettable career with Vivid Seats! Apply for this job