Introduction to Vivid Seats
Vivid Seats is a renowned live events company that has been creating unforgettable experiences for its customers for years. Our mission is to provide exceptional service, ensuring that every fan has access to the best seats at the right price. We take pride in our passion for live events, including sports, concerts, and theater, and we're looking for like-minded individuals to join our team. As a customer-centric organization, we strive to make connections with our customers, troubleshoot technical concerns, and answer questions about events or our services.
Job Overview
We are seeking an experienced and skilled Email/Chat/Phone Specialist to join our team, working nights and weekends. As a vital part of our customer experience team, you will be responsible for providing proactive, friendly, and high-quality service to our customers. Your role will involve handling customer contacts, answering questions about purchases, orders, inventory, and upcoming events, and utilizing internal and external technology to manage order fulfillment.
Key Responsibilities
- Handle customer contacts promptly and professionally via phone, email, and live chat
- Answer questions about purchases, orders, inventory, and upcoming events
- Support customers proactively, ensuring a seamless experience from the point of purchase to the event
- Utilize internal and external technology to manage order fulfillment, including Zendesk or similar help desk software
- Contribute to a positive team culture, collaborating with colleagues to achieve business objectives and drive team efficiencies
- Create memorable experiences for customers who share our passion for live events
Role Expectations and Progression
In the first 30, 90, and 180 days, you can expect to:
- 30 days: Complete new hire orientation, learn about ticket marketplaces, acclimate to team and company norms, and gain access to internal systems
- 90 days: Perform core responsibilities comfortably, maintain and harvest internal and external relationships, contribute to approaches and methods, and understand service level expectations and KPIs
- 180 days: Apply methods to execute individual tasks, participate in continued learning, handle front-line customer escalations, and contribute to extracurricular projects that drive organizational success
Essential Qualifications
- 1-2 years of customer service experience via phone, email, and live chat
- Team player mentality and drive to contribute to culture and growth
- Sense of curiosity and keenness to improve upon work
- Passion for live events (sports, concerts, or theater)
- Flexible schedule to work evenings, weekends, and holidays
- Excellent verbal and written communication skills
- Experience with Zendesk or similar help desk software
Preferred Qualifications
- Previous experience in a call center or customer-facing environment
- Knowledge of ticket marketplaces and live events industry
- Experience with CRM software and internal systems
- Strong problem-solving and analytical skills
Skills and Competencies
To succeed in this role, you will need to possess:
- Excellent communication skills: ability to communicate effectively with customers, colleagues, and management
- Problem-solving skills: ability to troubleshoot technical concerns and resolve customer issues
- Time management skills: ability to prioritize tasks, manage multiple customer contacts, and meet service level expectations
- Adaptability: ability to work in a fast-paced environment, adapt to changing situations, and learn new systems and processes
- Teamwork: ability to collaborate with colleagues, contribute to a positive team culture, and drive team efficiencies
Career Growth Opportunities and Learning Benefits
At Vivid Seats, we are committed to the growth and development of our employees. As a Customer Support Specialist, you will have access to:
- Comprehensive training programs: to develop your skills and knowledge in customer service, ticket marketplaces, and internal systems
- Continued learning opportunities: to advance your career and stay up-to-date with industry trends and best practices
- Career progression opportunities: to move into leadership roles or explore other areas of the business
- Performance feedback and coaching: to help you achieve your goals and develop your skills
Work Environment and Company Culture
Our company culture is built on a passion for live events, a commitment to customer satisfaction, and a collaborative team environment. As a Customer Support Specialist, you will be working in a dynamic and fast-paced environment, with a team of like-minded individuals who share your passion for live events. Our office is equipped with state-of-the-art technology, and we offer a hybrid working model, with 3 days in office and 2 days remote.
Compensation, Perks, and Benefits
We offer a competitive salary, bi-annual bonuses, and equity, as well as a range of benefits, including:
- FLEX PTO: flexible paid time off to ensure a healthy work-life balance
- Mental health days: to support your mental well-being and provide a safe and supportive work environment
- Medical, dental, and vision insurance: to protect your health and well-being
- 401K matching: to support your retirement goals and financial security
- Monthly credits and discounts: for attending live events and experiencing the thrill of the events we support
- Hybrid working model: to provide flexibility and work-life balance
- Additional workplace perks: to make your work experience enjoyable and rewarding
Conclusion
If you are a motivated and customer-focused individual, with a passion for live events, we encourage you to apply for this exciting opportunity. As a Customer Support Specialist, you will be joining a dynamic team of professionals who share your passion for delivering exceptional customer experiences. Don't miss out on this chance to be part of a leading live events company and take your career to the next level. Apply now and let's discuss how you can become a vital part of our success story.
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