About the position
Vivid Seats, founded in 2001 and publicly traded on NASDAQ as SEAT, is a leading online ticket marketplace dedicated to connecting fans with the live events, artists, and teams they cherish. Our mission is to create exceptional experiences that inspire human connections, and we are proud to have been recognized as one of Built In's top places to work in 2024. Our company culture is built on empowering our employees to embrace challenges, fostering collaboration, and continuously evolving through data-driven insights and innovation. As a Customer Service Representative on the Expedited Resolutions Team, you will play a pivotal role in maintaining our reputation for outstanding customer service, having been voted the best in the industry by Newsweek for two consecutive years. In this full-time position, you will engage with customers and sellers through various channels including phone, chat, and email, serving as the primary point of contact for high-level inquiries. Your ability to solve unique issues, share technical expertise, and manage multiple tasks efficiently will be essential in delivering a best-in-class customer experience. Your responsibilities will include maintaining a high standard of customer service through empathy, confidence, and attention to detail. You will develop and present effective solutions to customer issues, update internal order notes, and ensure adherence to company policies and procedures. As you progress in your role, you will gain a thorough understanding of our operations, contribute to team efficiencies, and manage complex customer interactions with minimal guidance. This position offers a unique opportunity to grow within a dynamic team and make a significant impact on our customers' experiences.
Responsibilities
- Serve as the primary point of contact for high-level customer inquiries via phone, chat, and email.
- 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.
- Genuine interest in live events, sports, and entertainment.
Nice-to-haves
- Willingness to be flexible in work hours where needed.
Benefits
- Paid training
- Paid time off
- 401(k) matching
- Flexible PTO
- Mental Health Days
- Floating Holidays
- Wellness programs
- Bi Annual bonuses
- Annual equity grant
- Overtime eligibility
