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.