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 across multiple communication channels. The role handles booking and purchase questions, resolves concerns, provides accurate attraction and event information, and escalates needs to internal teams when necessary.

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 work

Company Overview