Ticket Operations Representative

The Opportunity:     

As a Ticket Operations Representative (Contact Center) 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 Ticket Operations Representative (Contact Center) in the first 30, 90, and 180 days:   

Ticket Operations Representative (Contact Center) (30 days in): 

• Complete new hire orientation, gaining the knowledge and resources about how Vivid Seats operates and 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.  

Ticket Operations Representative (Contact Center) (60 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.  

Ticket Operations Representative (Contact Center) (90 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 Ticket Operations Representative (Contact Center):  

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

Office Location: Coppell, TX  

Days Schedule/Compensation:  

• The first 4 weeks of employment are Monday-Friday 8:30am-5:00pm for training. Training is paid.  
• Below are the openings available. Shifts can be subject to change based on availability: 
  • 8:00am-4:30pm with Tuesday and Wednesday off.
  • 8:00am-4:30pm with Thursday and Friday off. 
  • 9:00am-5:30pm with Monday and Tuesday off.
  • 10:00am-6:30pm with Monday and Tuesday off. 
  • 10:00am-6:30am with Wednesday and Thursday off.
• We believe in a hybrid 3 days/week in-office working model, which provides employees the flexibility to take advantage of in-person and remote collaboration   
• $37,000 base salary with overtime eligibility, biannual bonuses, annual equity grant.