Customer Service Representative

4 weeks ago


Coppell, Texas, United States Vivid Seats Full time
About Vivid Seats

Vivid Seats is a leading online ticket marketplace founded in 2001. We're committed to connecting fans to live events, artists, and teams they love. Our company culture empowers employees to embrace challenges, collaborate, and innovate.

The Opportunity

As a Customer Service Representative, you'll join a best-in-class team and engage with hundreds of customers and sellers. You'll serve as the primary point of contact for high-level customer inquiries via phone, chat, and email. Ideal candidates are those who are energized by solving unique issues, sharing technical expertise, and handling multiple tasks effectively.

Key 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.
Progression Expectations
  • 30 days in: Complete new hire orientation, learn ticket marketplaces, and acclimate to team and company norms.
  • 90 days in: Contribute to business goals, drive team efficiencies, and reduce customer anxiety.
  • 180 days in: Apply methods to execute individual tasks, play an active role in continued learnings, and manage complex contacts.
What You'll Bring
  • 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.
Work Schedule
  • The first 3 weeks of employment are Monday-Friday 8:30am-5:00pm for training. Training is paid.
  • Schedule: 3:30pm-12:00am with Monday/Tuesday off, 3:30pm-12:00am with Sunday/Monday off, 1:30pm-10:00pm with Wednesday/Thursday off.
  • Hybrid model, not fully remote. 3 days in office and 2 days at home.
Bonus & Overtime Eligibility
  • $40,000 base salary with overtime eligibility, Bi Annual bonuses, annual equity grant.
  • Any hours worked over 40/week are overtime eligible.
At Vivid Seats
  • See your favorite live events and performers on us.
  • Work in a hybrid environment that provides the option to split time between your home and a brand new, perk-filled office space.
  • Balance personal life and professional responsibilities with Flexible PTO, Mental Health Days, Floating Holidays, and Wellness programs.
  • Earn additional income through bonus incentives.
  • Save for your future through 401K Matching.


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