Customer Experience Representative Jobs

Who we are: Founded in 2001, Vivid Seats (NASDAQ: SEAT) is a leading online ticket marketplace committed to becoming the ultimate partner for connecting fans to the live events, artists, and teams they love. We believe in the power of experiences and are fiercely dedicated to building products that inspire human connections. Named as one of Built In's top places to work in 2023, we believe that our People are our greatest competitive advantage. To support our People, we have built a company culture that empowers our employees to embrace challenges, encourages unity through collaboration, and seeks to constantly evolve by leveraging data and inspiring innovation.

The Opportunity:

As a Customer Experience Representative you will work to manage transactions and relationships with our many valued sellers and customers that have placed an order through the Vivid Seats exchange. You will be taking calls and responding to emails on a broad range of event and order-related questions, working to ensure we are providing elite service to both our sellers and our customers.

How your role expectations will progress as a Customer Experience Representative in the first 30, 90, and 180 days:

30 days in

• Learn how ticket marketplaces operate and how you'll contribute to providing great experiences for our customers.
• Complete new hire orientation, gaining the knowledge and resources about the live event industry you need to be successful.
• Gain industry knowledge, experience, and critical thinking to proactively identify potential order issues and find solutions to problems.

90 days in

• Navigate order queue and determine what requires attention to provide real-time assistance.
• Handle day-to-day interactions with sellers beyond the scope of traditional customer service responsibilities.
• Customer Experience Representative investigate instances in which customer experience has been affected, determine where fault lies, and resolve issues fairly and constructively.

180 days in

• Customer Service Representative to manage in-bound seller calls regarding a wide range of questions and monitor open and pending orders to ensure timely confirmation by ticket sellers.
• Play an active role in continued learnings to advance skill sets necessary for individual and team goals.

What You'll Bring:

• Interest in live event space and eager to learn attitude.
• Outstanding communication, attention to detail and organizational skills.
• Strong customer service mindset that embodies problem solving and resolution skills.

Office Location: Coppell, TX

Work Schedule:

• Schedule/Hours:10:00am- 6:30pm Mon&Wed off or Tues&Sun off.
• The first 2 weeks of employment are Monday-Friday 9-6 for training. Training is paid.
• Hybrid model, not fully remote. 3 days in office and 2 days at home.

Bonus & Overtime Eligibility:

• $37,000 base salary with overtime eligibility, Bi Annual bonuses, annual equity grant.
• Any hours worked over 40/week are overtime eligible.

#IND

Our Commitment:

We are an equal opportunity employer that values the critical importance of a diverse workforce and sense of belonging. Many of our roles have flexible requirements and we encourage you to apply regardless of whether you meet every qualification.