Email/Chat/Phone Specialist (Nights and Weekends)
Job description
The Opportunity:As a Email/Chat/Phone Specialist (Nights and Weekends) , you have the opportunity to engage with hundreds of customers over a shared passion for live events. We pride ourselves on creating memorable experiences for all of our customers from the point of purchase until they enter the gates. You will be on the front lines of representing the Vivid Seats brand, helping to ensure that our fans get the right seats at the right price. This individual will provide proactive, friendly and high-quality service to Vivid Seats’ customers.
Our team thrives on making connections with our customers, whether troubleshooting a technical concern or answering questions about events or our services. Our Customer Experience Representative will answer questions about purchases, active orders, inventory, upcoming events, and utilize internal and external technology to manage order fulfillment.
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How your role contributes to the success of Vivid Seats:
• Handle customer contacts, promptly and professionally.
• Answer questions about purchases, orders, inventory, upcoming events.
• Support our customers proactively via phone, email and live chat.
• Utilize internal and external technology to manage order fulfillment.
• Be a team player and contribute to culture and growth.
• Create memorable experiences with customers who share our love for live events.
How your role expectations will progress as a Call Center Associate in the first 30, 90, and 180 days:
30 days in
• Complete new hire orientation, gaining the resources you need to be successful.
• Learn how ticket marketplaces operate and how you’ll contribute to providing great experiences for our customers.
• Acclimate to team and company norms, business objectives, and Vivid Seats values.
• Gain access to and familiarize yourself with our accounts and internal systems.
• Shadow teammates and document what you have learned from observing and listening to their emails and calls.
90 days in
• Perform core responsibilities comfortably on your own.
• Maintain, harvest and aid internal and external relationships to achieve progress and advance objectives.
• Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies.
• Understand service level expectations, KPIs and other metrics to watch for
180 days in
• Apply methods to execute individual tasks that positively impacts the team.
• Play an active role in continued learnings to advance skill sets necessary for team goals.
• Handle front line customer escalations and follow ups.
• Feel empowered to participate in extracurricular projects that will contribute to the success of the organization.
What You’ll Bring:
• 1-2 years of customer service experience via phone, email and live chat.
• Team player mentality and drive to contribute to culture and growth.
• Sense of curiosity to ask questions and keenness to improve upon work.
• Passion for live events (sports, concerts or theatre).
• Flexible schedule to work evenings, weekends, and holidays.
• Excellent verbal and written communication skills.
• Experience with Zendesk or similar help desk software
Schedule:
• 1:30pm-10:00pm Thursday/Friday off
• 1:30pm-10:00pm Monday/Tuesday off
• Hybrid schedule with 3 days in office and 2 days remote.
Compensation:
• $40,000 base salary with Bi annual bonuses and equity.
• Training is fully paid.
Benefits:
• Vivid Seats provides competitive compensation; bonus incentives and equity for all employees; FLEX PTO; mental health days; medical, dental, and vision insurance; 401K matching; monthly credits and discounts for attending live events; Hybrid working model; and a variety of additional workplace perks.
