Remote Position
[Remote] Customer Service
🌍 Remote · United States
💼 Full-time
Note: The job is a remote job and is open to candidates in USA. Thirteenth Floor Entertainment Group is hiring a seasonal Customer Service Representative to support guests in a fully remote environment. The role handles guest inquiries, booking and purchase questions, concern resolution, accurate information sharing, secure information handling, and escalations to internal teams.
Responsibilities
- Respond to guest inquiries across email, chat, social media, and other support channels in a timely and professional manner
- Help guests with bookings, ticket upgrades, date changes, refunds, exchanges, and other account or purchase-related questions
- Resolve guest concerns by identifying the issue, communicating clearly, and helping move each interaction toward a positive resolution
- Provide accurate information about attractions, events, products, services, and policies using approved tools and resources
- Support secure collection and handling of payment details and other guest information in accordance with company procedures
- Help create a positive guest experience by showing empathy, professionalism, and strong follow-through in every interaction
- Partner with internal teams when guest needs require additional support or escalation
Skills
- Strong written and verbal communication skills in English
- Ability to manage multiple conversations and requests at the same time while maintaining accuracy and professionalism
- Comfort using Microsoft Office, Google Workspace, and customer support or ticketing platforms
- Strong problem-solving skills, sound judgment, and a calm, guest-focused approach
- A collaborative, self-directed work style with strong organization and follow-through
- Customer service experience in a fast-paced environment
- Zendesk experience
- Experience with ticketing systems such as Tixr, Ticketure, TicketSocket, Live Nation, AXS, or similar platforms
- Interest in live events, haunted attractions, or immersive entertainment
Benefits
- Fully remote
Company Overview