Concierge Associate

The Opportunity:    

Our Concierge Associate position is designed for associates who have demonstrated excellence as ticket sales associates and as senior sales agents.  Additionally, we look for associates who have shown significant initiative, leadership, and motivation.  We hold our Concierge Associates to a high standard because these agents not only handle our most valued fans, but also set a positive example for other associates.   

How your role contributes to the success of Vivid Seats: 

• Maintain excellent fan experience with tone, empathy, confidence, and attention to detail by maintaining thorough knowledge of company values, processes, and policies. 
• Utilizing your existing ability to create strong fan rapport, successfully work through inbound fan service calls as volume dictates.  
• Must be able to address stressful situations with fans with dignity and the utmost tact and politeness. 
• Ability to provide information to all fan inquiries by creating meaningful experiences in an efficient, professional, and warm manner.  
• Develop and present solutions to our fans efficiently and effectively while overcoming potential purchasing objections. 
• Utilize empathy and professionalism in every interaction to deliver a best-in-class fan experience. 
• Accurately complete fan transactions over the phone and solve fan concerns. 
• Update internal order notes appropriately and ensure proper procedures are followed during all fan and seller interactions.  
• Maintain thorough knowledge of company values, processes, and policies to ensure proper exchanging of information, order replacements, refunds, credits, etc.  
• Drive fan engagement with our Vivid Seats app for a more personalized and self-driven experience. 

How your role expectations will progress as an Inbound Sales Associates in the first 30, 90, and 180 days:  

30 days in  

• Learn how ticket marketplaces operate and how you’ll contribute to providing great experiences for our fans. 
• Acclimate to team and company norms, business objectives, and Vivid Seats values.  
• Become familiar with company policies and processes. 
• Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiency. 
• Maintain, harvest and aid internal and external relationships to achieve progress and advance objectives. 
• Handle inbound calls from our fans looking to purchase tickets to all events, specializing in handling high value ticket orders and packages for specialty events.   
• Responsible for all aspects of the order from time of order to time of ticket delivery.   
• Includes customer service during and after. 
• Handle outbound calls to follow up with potential sales and to close customer service inquiries.   
• May be asked act as overflow assistance for the Sales team handling normal inbound Sales calls. 
• Navigate and resolve complex calls. 

90 days in  

• Consistently provide excellent, polite, and courteous service to ensure the highest levels of fan satisfaction. 
• Manage highly complex, escalated, and high value contacts without guidance.  

180 days in   

• Apply methods to execute individual tasks that positively impact the team. 
• Play an active role in continued learnings to advance skill sets necessary for team goals. 
• Develop expertise with live events and varying venues across the country. 
• Competent on industry nuances and company policies. 
• Continuously look for ways to help improve our processes and fan experience. 

• Ingrained as a key player of the team who runs autonomously throughout the day-to-day responsibilities. 

What You’ll Bring:  

• Proven experience in metric driven sales. 
• Outstanding communication, attention to detail and organizational skills. 
• Excellent empathy, confidence, and patience. 
• Capable of multi-tasking in a fast-paced environment. 
• Ability to thrive in a competitive environment. 
• A desire to learn and develop sales skills, and the motivation to continue developing professionally. 
• Natural ability to go above and beyond. 
• Skilled in providing exceptional customer service. 
• Self-reliant and ability to work with minimum supervision. 

Schedule: 

• Wednesday-Sunday with Monday and Tuesday off
• 11:30am-8:00pm
• 3 days in office and 2 days remote
• Training will be first 3 weeks all in office Monday-Friday 8:30am-5:00pm

Compensation: 

• $37,000 base salary with bi-annual bonus incentives, and annual equity grant.