Full-Time Customer Service Coordinator

FAN EXPO HQ is the largest pop-culture event producer globally.

Job Description

As a Customer Service Coordinator, you'll play a vital role in ensuring attendees have exceptional experiences. This remote position offers flexibility of working from home while requiring on-site presence at select events throughout the year. You will also provide remote support for various events as needed.

Key Responsibilities

• Deliver outstanding service via email and in-person interactions to provide the ultimate fan experience.
• Travel to events to provide on-site customer service.
• Collaborate with Operations and Marketing to resolve customer and ticketing issues.
• Work with Marketing and ticket platform provider to enhance the fan experience.
• Provide solutions, follow-up and escalate as necessary.
• Assist with orders, refunds, upgrades, or exchanges.
• Manage incoming emails and advise on company/show information.
• Assist with accessibility requests.
• Keep accurate records and file necessary documents.
• Follow communication procedures, guidelines, and policies.
• Compile reports on customer satisfaction, ticketing, and other areas.
• Assist with admission tickets and Will Call requests.
• Support RFID badge ordering and fulfillment.
• Bring new ideas, problem-solve, and enhance shows.
• Continuously improve the overall FAN EXPO experience.
• Other duties as required.

Requirements

• Proven customer service experience, preferably in events.
• Strong communication skills (written and verbal).
• Ability to work independently and manage time effectively in a remote environment.
• Willingness to travel and be on-site at select events.
• Proficiency with customer service software and tools (e.g., Zendesk, Word, Excel).
• Excellent problem-solving skills and attention to detail.
• Positive attitude, strong work ethic, and team player.
• Located in the United States.

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