Customer Service Ambassador
1 week ago
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 OpportunityAs 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 and ensure proper procedures are followed during all fan and seller interactions.
- Maintain thorough knowledge of company values, processes, and policies.
- Utilize empathy and professionalism in every interaction to deliver a best-in-class customer experience.
- Complete new hire orientation and gain the resources needed to be successful.
- Learn how ticket marketplaces operate and contribute to providing great experiences for fans and sellers.
- Acclimate to team and company norms, business objectives, and Vivid Seats' values.
- Understand the flow of buyer orders and entry-level call inquiries.
- Become familiar with company policies and processes.
- Navigate and resolve non-complex calls.
- Contribute to approaches, methods, and technologies to support overall business goals.
- Maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives.
- Exhibit deep understanding and application of industry and company processes.
- Apply methods to execute individual tasks that positively impact the team.
- Play an active role in continued learnings to advance skill sets necessary for team goals.
- Manage highly complex, escalated, and high-value contacts without guidance.
- Work experience in customer service in retail or service-related industries.
- Computer proficiency, including ability to maintain 50+ WPM typing speed and 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.
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 and Wednesday 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.
- 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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