Customer Service

Thirteenth Floor Entertainment Group is a creator of immersive, story-driven entertainment and an operator of Halloween attractions. The Seasonal Customer Service Representative will assist guests across multiple communication channels, handle bookings and purchase-related inquiries, resolve concerns, provide accurate attraction and policy information, and escalate issues to internal teams as needed.

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

Requirements:

• 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; Zendesk experience is a plus
• Experience with ticketing systems such as Tixr, Ticketure, TicketSocket, Live Nation, AXS, or similar platforms is helpful
• Strong problem-solving skills, sound judgment, and a calm, guest-focused approach
• A collaborative, self-directed work style with strong organization and follow-through
• Availability to work evenings, weekends, and special event support schedules as needed
• Customer service experience in a fast-paced environment is preferred
• Interest in live events, haunted attractions, or immersive entertainment is a plus