Customer Support Associate

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Archive Job Description

Vivid Seats is the largest independent online ticket marketplace, sending tens of millions of fans to live events. We believe in the power of experiences and are fiercely dedicated to building products that inspire human connections. Named as one of Built In Chicago’s top 10 places to work in 2021, 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.

Voted best Customer Service two years in a row by Newsweek, as a Customer Support Associate, you will have the opportunity to join a best-in-class team and engage with hundreds of customers. You will serve as the primary point of contact for customer inquiries via phone. 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 and professionalism, you will play a critical role in connecting our customer to the events that excite them. We pride ourselves in creating memorable experiences from the point of purchase until they enter the gates.

How your role contributes to the success of Vivid Seats:

  • Maintain a great customer experience with tone, empathy, and attention to detail.
  • Develop and present solutions to customer issues efficiently and effectively.
  • Update internal order notes appropriately and ensure proper procedures are followed during all customer interactions.
  • Maintain thorough knowledge of company processes and policies to ensure proper exchanging of information.
  • Utilize empathy and professionalism in every interaction to deliver a best-in-class customer experience.

How your role expectations will progress as a Customer Support 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.
  • Understand the flow of buyer orders and entry level call inquiries.
  • Become familiar with company policies and processes.
  • Navigate and resolve non-complex calls.

90 days in

  • Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies.
  • Maintain, harvest and aid internal and external relationships to achieve progress and advance objectives.
  • Exhibit deep understanding of industry and company processes.
  • Speak to and apply company policies and processes with minimal guidance.
  • Utilize process to resolve a wide variety of call inquiries.

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.
  • Competent on industry nuances and company policies.
  • Manage highly complex, escalated, and high value phone calls without guidance.
  • Ingrained as a key player of the team who runs autonomously throughout day-to-day responsibilities.

What You’ll Bring:

  • Work experience in customer service in retail or service-related industry.
  • Computer proficiency, including ability to maintain 50+ WPM typing speed and to efficiently operate basic PC/web browser functionality.
  • Excellent empathy and patience.
  • Written communication skills with an aptitude for grammar and spelling accuracy.
  • Capable of multitasking in a fast-paced environment.
  • Self-reliant and ability to work with minimum supervision.
  • Research skills to troubleshoot customer issues.
  • Willing to be flexible in work hours where needed.
  • Genuine interest in live events, sports, and entertainment.

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.

Vivid Seats provides competitive compensation; bonus incentives; FLEX PTO; mental health days; medical, dental, and vision insurance; 401K matching; monthly credits and discounts for attending live events; remote work and snack allowances; and a variety of additional workplace perks.

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