Customer Experience Representative (Nights/Weekends-FT)

The Opportunity:   
As a Customer Experience Representative you will work to manage transactions and relationships with our many valued sellers and customers that have placed an order through the Vivid Seats exchange. You will be taking calls and responding to emails on a broad range of event and order-related questions, working to ensure we are providing elite service to both our sellers and our customers.  

How your role expectations will progress as a Customer Experience Representative in the first 30, 90, and 180 days:  

Customer Experience Representative (30 days in):

• Complete new hire orientation, gaining the knowledge and resources about the live event industry you need to be successful.  
• Learn how ticket marketplaces operate and how you’ll contribute to providing great experiences for our customers. 
• Gain industry knowledge, experience, and critical thinking to proactively identify potential order issues and find solutions to problems. 

Customer Experience Representative (90 days in):  

• Investigate instances in which customer experience has been affected, determine where fault lies, and resolve issues fairly and constructively. 

• Handle day-to-day interactions with sellers beyond the scope of traditional customer service responsibilities. 
• Navigate order queue and determine what requires attention to provide real-time assistance. 

Customer Experience Representative (180 days in):   

• Play an active role in continued learnings to advance skill sets necessary for individual and team goals. 
• Manage in-bound seller calls regarding a wide range of questions and monitor open and pending orders to ensure timely confirmation by ticket sellers. 

What You’ll Bring as a Customer Experience Representative: 

• Outstanding communication, attention to detail and organizational skills. 
• Strong customer service mindset that embodies problem solving and resolution skills. 
• Interest in live event space and eager to learn attitude. 

 
 
Office Location: Coppell, TX 

 
Days Schedule/Compensation: 

• The first 3 weeks of employment are Monday-Friday 8:30am-5:00pm for training. Training is paid and all in office. 
• Shifts available: 
  • 3:30pm-12:00am with Monday/Tuesday off. 
  • 3:30pm-12:00am with Wednesday/Thursday off.
  • 3:30pm-12:00am with Sunday/Monday off.

• Hybrid work schedule: 3 days in the office and 2 days at home.  
• $40,000 base salary with overtime eligibility, biannual bonuses, annual equity grant.  

#IND

#LI-BW1