Customer Service

Thirteenth Floor Entertainment Group is the nation’s leader in immersive, story-driven live events and haunted attractions. The Customer Service Representative serves as the first point of contact for guests, delivering exceptional support across email, chat, and social media platforms while handling inquiries and assisting with bookings to ensure a seamless customer experience.

Responsibilities:

• Respond to a high volume of customer inquiries via email, chat, and social media in a timely and professional manner
• Resolve customer concerns by identifying issues, determining solutions, and following through to completion
• Process ticket purchases, upgrades, date changes, refunds, and exchanges
• Provide accurate information regarding events, products, and services
• Handle complaints with empathy and professionalism while maintaining company standards
• Collect and process customer information and payments securely
• Follow established communication procedures, policies, and guidelines
• Proactively enhance the customer experience by offering helpful solutions and recommendations

Requirements:

• Previous customer service experience, preferably in a high-volume environment
• Strong written communication skills with attention to tone and clarity
• Ability to multitask and manage multiple conversations simultaneously
• Strong problem-solving skills and ability to think critically under pressure
• Comfortable using digital platforms such as email, chat systems, and social media tools
• Ability to work independently in a remote environment
• Availability to work weekends and holidays (required)
• Minimum availability of 15 hours per week
• Reliable internet connection and remote work setup
• Must be 18 years or older
• Experience in entertainment, events, ticketing, or hospitality industries
• Familiarity with CRM or ticketing platforms
• Experience handling customer service through social media channels