Customer Service

Job Title: Customer Service Representative
Location: Fully Remote
Employment Type: Part-Time (Year-Round)
Reports To: Customer Service Manager

About Us
Step into the excitement of Thirteenth Floor Entertainment Group, the nation’s leader in immersive, story-driven live events and haunted attractions. Our team helps create unforgettable experiences that thrill and delight guests across the country—from haunted houses to innovative special events. With a culture driven by creativity, collaboration, and fun, we bring world-class entertainment to life year-round.

Position Summary
The Customer Service Representative serves as the first point of contact for guests, delivering exceptional support across email, chat, and social media platforms. This role is responsible for handling inquiries, resolving concerns, and assisting with bookings and transactions to ensure a seamless customer experience. This is a remote, part-time position requiring a minimum of 15 hours per week, with mandatory availability on weekends and holidays.

Key Responsibilities

• Respond to a high volume of customer inquiries via email, chat, and social media in a timely and professional manner.

• Resolve customer concerns by identifying issues, determining solutions, and following through to completion.

• Process ticket purchases, upgrades, date changes, refunds, and exchanges.

• Provide accurate information regarding events, products, and services.

• Handle complaints with empathy and professionalism while maintaining company standards.

• Collect and process customer information and payments securely.

• Follow established communication procedures, policies, and guidelines.

• Proactively enhance the customer experience by offering helpful solutions and recommendations.

Required Skills & Qualifications

• Previous customer service experience, preferably in a high-volume environment.

• Strong written communication skills with attention to tone and clarity.

• Ability to multitask and manage multiple conversations simultaneously.

• Strong problem-solving skills and ability to think critically under pressure.

• Comfortable using digital platforms such as email, chat systems, and social media tools.

• Ability to work independently in a remote environment.

• Availability to work weekends and holidays (required).

Preferred Qualifications

• Experience in entertainment, events, ticketing, or hospitality industries.

• Familiarity with CRM or ticketing platforms.

• Experience handling customer service through social media channels.

Additional Requirements

• Minimum availability of 15 hours per week.

• Reliable internet connection and remote work setup.

• Must be 18 years or older.

Compensation
$16.00 per hour

What We’re Looking For
A proactive and customer-focused individual who enjoys helping people and creating positive experiences. This role is ideal for someone who is responsive, detail-oriented, and thrives in a fast-paced, guest-facing environment.