Customer Service

Job Title: Customer Service 

Seasonal Employment

Location: Remote. Must live in Arizona, Texas, Tennessee, Florida, and Illinois to apply

Step into the excitement of Thirteenth Floor Entertainment Group, the nation’s leader in immersive, story-driven live events and haunted attractions. As part of our seasonal team, you’ll help create unforgettable experiences that thrill and delight guests across the country—from heart-pounding haunted houses to innovative special events. With a legacy of pushing the boundaries of themed entertainment and a culture fueled by creativity, collaboration, and fun, working here means joining a passionate community that brings world-class scares and smiles to life every night. If you’re ready to be part of the magic behind the screams, we want you on our team!

Job Summary 

We are seeking an enthusiastic Customer Service Representative to deliver exceptional experiences for our customers. In this role, you will serve as the first point of contact, answering questions about our products and services, resolving concerns, and ensuring every interaction ends with a satisfied customer. You’ll process bookings, handle complaints with empathy and professionalism, and proactively suggest additional products or services that meet customer needs.

The ideal candidate thrives on engaging with people, excels at problem-solving, and is passionate about turning customers into loyal advocates. You will be expected to work some evenings and weekends, including at special events.

Responsibilities:

• Effectively resolve product or service issues by clarifying customer concerns, identifying the root cause, and recommending the most appropriate solutions. Expedite corrections or adjustments and follow up to ensure complete resolution.
• Manage a high volume of incoming inquiries across social media, email, and chat platforms, ensuring timely and professional responses.
• Accurately assess and address customer needs to achieve high satisfaction levels.
• Deliver precise, valid, and comprehensive information using the appropriate tools and resources.
• Handle complaints with professionalism, providing timely solutions and alternatives, and following up to confirm resolution.
• Adhere to established communication procedures, guidelines, and company policies at all times.
• Go above and beyond to engage customers and create positive experiences.
• Resolve customer complaints via email, chat, or social media channels.
• Process ticket upgrades, date changes, and other booking modifications as requested.
• Assist customers with payments, refunds, and exchanges.
• Provide accurate information about the company, products, and services.
• Collect and process payment details, addresses, and other relevant customer information securely.

Qualifications

• Must be 18 and over to apply to this position 

• Must live in Arizona, Texas, Tennessee, Florida, and Illinois

• 0–1 year of customer service experience preferred

• Thrive in fast-paced environments and adept at managing multiple requests simultaneously.

• Excellent written and verbal communication skills in English

• Proficient with Microsoft Office and/or G-Suite; Zendesk experience is a strong plus

• Experience with ticketing platforms such as Tixr, Ticketure, Ticket Socket, Live Nation, AXS, or similar systems

• Strong communicator and collaborative team player, always ready to support colleagues

• Natural problem solver with a passion for learning and adapting every day

• Self-starter who is comfortable navigating ambiguity and taking initiative

• Highly organized and efficient in handling