Customer Service Jobs

Thirteenth Floor Entertainment Group is a themed immersive entertainment company and is the world’s largest operator of Halloween-themed live event properties and location-based entertainment experiences. We are the only company in the country to produce haunted house attractions on a national scale, with locations in Denver, Austin, Los Angeles, Chicago, Green Bay, Nashville, New Orleans, Phoenix, and San Antonio. Additionally, Thirteenth Floor operates Great Room Escape, MindSpark Escape Games, Class Axe Throwing, and Zombie Apocalypse Live. A rapidly growing, fast-paced, and exciting company, with primary offices located in Denver, Colorado. Our properties are world-class, and we believe that if we are going to truly entertain, we must push the boundaries of what is expected in order to deliver an astonishing experience, every time. If this is something that excites you, keep reading.

The Customer Service Representative attracts potential customers by answering product and service questions; resolving customer complaints; suggesting information about other products and services; processing bookings and fulfilling customer needs to ensure customer satisfaction. The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists.

Working weekend and evening events will be required.

Responsibilities:

Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Manage large amounts of incoming social media inquiries, emails, and chat requests

Identify and assess customers’ needs to achieve satisfaction

Provide accurate, valid, and complete information by using the right methods/tools

Handle complaints: provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

Follow communication procedures, guidelines, and policies

Go the extra mile to engage customers

Resolve customer complaints via email, chat, or social media

Upgrade tickets or change dates of attendance

Assist with placement of payment, refunds, or exchanges

Advise the customer on company information

Take payment information and other pertinent information such as addresses and phone numbers

Qualifications:

0-1 year of experience in customer service preferred

Ability to perform in a fast-paced work environment

Experience responding to multiple requests at the same time

Command of both written and spoken English

Working knowledge of Microsoft Office and/or G-Suite, Zendesk experience is a huge plus

Experience working in ticketing platforms such as Tixr, Ticketure, Ticket Socket, Live Nation, AXS, etc

Who You Are:

A great communicator

A team player who is ready to jump in when needed

Inherently a problem solver

Someone who loves to learn every day

Self-starter who can navigate ambiguity

Highly efficient and organized

Someone who enjoys haunted houses (not required)