Customer Service Representative (Nights and Weekends) FT

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 2024, 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: Voted best Customer Service two years in a row by Newsweek, as a (Customer Experience Representative), you will have the opportunity to join a best-in-class team and engage with hundreds of customers and sellers. You will serve as the primary point of contact for high level customer inquiries via phone, chat, and email. Ideal candidates are those who are energized when working to solve unique issues, sharing their technical expertise, and handling multiple tasks effectively and efficiently. With empathy, confidence, and professionalism, you will play a critical role in connecting our VIP customers to the events that excite them. We pride ourselves in creating exceptional experiences from the point of purchase until they enter the gates.  

How your role contributes to the success of Vivid Seats:   

• 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 appropriately and ensure proper procedures are followed during all fan and seller interactions.  

• Maintain thorough knowledge of company values, processes, and policies to ensure proper exchanging of information, order replacements, refunds, credits, etc.  
• Utilize empathy and professionalism in every interaction to deliver a best-in-class customer experience.   

How your role expectations will progress as a (Customer Experience Representative) 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 fans and sellers.   
• Acclimate to team and company norms, business objectives, and Vivid Seats’ values.   
• Understand the flow of buyer orders and entry …