Customer Experience Representative (Nights and Weekends) FT

$40,000 - $40,000/Yr

Vivid Seats - Coppell, TX

Full-time - Entry Level

Onsite - Coppell, TX

501-1,000 employees

Performing Arts, Spectator Sports, and Related Industries

About the position

As a Customer Experience Representative at Vivid Seats, you will be the primary point of contact for customer inquiries, providing exceptional service through phone, chat, and email. This role is crucial in ensuring that customers have a seamless experience from purchase to event entry, utilizing empathy and professionalism to resolve issues and enhance customer satisfaction. You will join a recognized team that values collaboration and innovation, contributing to the company's mission of connecting fans with live events.

Responsibilities

• Maintain excellent customer experience with tone, empathy, confidence, and attention to detail.
• Develop and present solutions to fan issues efficiently and effectively.
• Update internal order notes appropriately and ensure proper procedures are followed during all fan and seller interactions.
• Maintain thorough knowledge of company values, processes, and policies to ensure proper exchanging of information, order replacements, refunds, credits, etc.
• Utilize empathy and professionalism in every interaction to deliver a best-in-class customer experience.

Requirements

• Work experience in customer service in retail or service-related industry.
• Computer proficiency, including ability to maintain 50+ WPM typing speed and to efficiently operate basic PC/web browser functionality.
• Excellent empathy, confidence, and patience.
• Written communication skills with an aptitude for grammar and spelling accuracy.
• Capable of multitasking in a fast-paced environment.
• Self-reliant and ability to work with minimum supervision.
• Research skills to troubleshoot customer issues.
• Willing to be flexible in work hours where needed.
• Genuine interest in live events, sports, and entertainment.

Benefits

• $40,000 base salary with overtime eligibility
• Bi-annual bonuses
• Annual equity grant
• Flexible PTO
• Mental Health Days
• Floating Holidays
• Wellness programs
• 401K Matching