Email/Chat/Phone Specialist (Nights and Weekends) ID - 4074

January 24, 2025

The Opportunity: 

As a Email/Chat/Phone Specialist (Nights and Weekends) , you have the opportunity to engage with hundreds of customers over a shared passion for live events. We pride ourselves on creating memorable experiences for all of our customers from the point of purchase until they enter the gates. You will be on the front lines of representing the Vivid Seats brand, helping to ensure that our fans get the right seats at the right price. This individual will provide proactive, friendly and high-quality service to Vivid Seats’ customers.

Our team thrives on making connections with our customers, whether troubleshooting a technical concern or answering questions about events or our services. Our Customer Experience Representative will answer questions about purchases, active orders, inventory, upcoming events, and utilize internal and external technology to manage order fulfillment.

How your role contributes to the success of Vivid Seats:

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Handle customer contacts, promptly and professionally.

Answer questions about purchases, orders, inventory, upcoming events.
Support our customers proactively via phone, email and live chat.
Utilize internal and external technology to manage order fulfillment.
Be a team player and contribute to culture and growth.
Create memorable experiences with customers who share our love for live events.

How your role expectations will progress as a Call Center Associate in the first 30, 90, and 180 days:

30 days in

Complete new hire orientation, gaining the resources you need to be successful.
Learn how ticket marketplaces operate and how you’ll contribute to providing great experiences for our customers.
Acclimate to team and company norms, business objectives, and Vivid Seats values.

Gain access to and familiarize yourself with our accounts and internal systems.
Shadow teammates and document what you have learned from observing and listening to their emails and calls.

90 days in

Perform core responsibilities comfortably on your own.
Maintain, harvest and aid internal and external relationships to achieve progress and advance objectives.

Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies.
Understand service level expectations, KPIs and other metrics to watch for

  180 days in

Apply methods to execute individual tasks that positively impacts the team.

Play an active role in continued learnings to advance skill sets necessary for team goals.
Handle front line customer escalations and follow ups.
Feel empowered to participate in extracurricular projects that will contribute to the success of the organization.

What You’ll Bring:

1-2 years of customer service experience via phone, email and live chat.

Team player mentality and drive to contribute to culture and growth.
Sense of curiosity to ask questions and keenness to improve upon work.
Passion for live events (sports, concerts or theatre).
Flexible schedule to work evenings, weekends, and holidays.
Excellent verbal and written communication skills.

Experience with Zendesk or similar help desk software

Schedule:

1:30pm-10:00pm Monday/Tuesday off
Hybrid schedule with 3 days in office and 2 days remote following training.
Training will be first 3 weeks all in office Monday-Friday 8:30am-5:00pm.

Compensation:

$40,000 base salary with Bi annual bonuses and equity.
Training is fully paid.

Benefits:

Vivid Seats provides competitive compensation; bonus incentives and equity for all employees; FLEX PTO; mental health days; medical, dental, and vision insurance; 401K matching; monthly credits and discounts for attending live events; Hybrid working model; and a variety of additional workplace perks.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

DISCLAIMER

Other Jobs You May Be Interested In

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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