Email/Chat/Phone Specialist (Nights and Weekends)

The Opportunity:?As a?mail/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?reating memorable experiences?or 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?ustomer Experience Representative?ill answer questions about purchases, active orders, inventory, upcoming events, and utilize internal and external technology to manage order fulfillment.
How your role contributes to the success of Vivid Seats:
? Handle customer contacts, promptly and professionally.
? Answer?uestions about?urchases, orders, inventory, upcoming events.
? Support our customers proactively?ia phone, email and live chat.
? Utilize internal and external technology to manage order fulfillment.
? Be a team player and contribute?o culture and growth.
? Create?emorable experiences with customers?ho?hare?ur?ove 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?ia phone, email and live chat.
? Team player mentality and drive to contribute?o culture and growth.
? Sense of curiosity to ask questions and keenness to improve upon work.
? Passion for live events (sports,?oncerts or?heatre).
? Flexible schedule to work evenings, weekends, and holidays.
? Excellent verbal and written communication skills.
? Experience with Zendesk or similar?elp desk?oftware
Schedule:
? 1:30pm-10:00pm Monday/Tuesday off
? Hybrid schedule with 3 days in office and 2 days remote following training.
? Training will be first 3 weeks all in office Monday-Friday 8:30am-5:00pm.
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.