Customer Service

Thirteenth Floor Entertainment Group; Minnesota; On-site; USD 22,041 - 30,307; Full time

Job summary

Thirteenth Floor Entertainment Group is seeking a Seasonal Customer Service Representative to support guests remotely across email, chat, social media, and other channels. You will help with bookings, upgrades, refunds, date changes, and account questions, using approved tools and policies.

You will deliver empathetic, professional service in a fast-paced environment, coordinate with internal teams when needed, and contribute to a positive guest experience throughout the season from September to

Qualifications

• Excellent written and verbal English communication.
• Experience delivering high-quality customer service in fast-paced settings.
• Ability to manage multiple conversations with accuracy and professionalism.
• Familiarity with Microsoft Office, Google Workspace, and customer support tools; Zendesk a plus.
• Experience with ticketing platforms like Tixr, Ticketure, Live Nation, or similar is helpful.

Responsibilities

• Respond to guest inquiries across email, chat, social media, and other channels promptly and professionally.
• Assist guests with bookings, ticket changes, refunds, exchanges, and related questions.
• Identify issues and work toward positive resolutions with clear communication.
• Provide accurate information about attractions, events, products, and policies using approved resources.
• Support secure handling of payment details and guest information in line with procedures.
• Collaborate with internal teams when escalation is needed.

Skills

Communication skills

Customer service experience

Multitasking

Microsoft Office

Google Workspace

Zendesk

Ticketing systems

Tools

Microsoft Office

Google Workspace

Zendesk

Job description

Job Title: Customer Service Representative (seasonal)Location: Fully RemoteReports To: Customer Service ManagerThirteenth Floor Entertainment Group is the nation's leading creator of immersive, story-driven entertainment—and proudly the world's largest operator of Halloween attractions. With eighteen markets spanning Florida to California and millions of guests thrilled each year, we don't just produce events. We redefine what's possible. Headquartered in Denver and powered by a team of fearless creators, we've built a culture where curiosity, collaboration, and a relentless drive to go beyond expectations are the standard—not the exception. When you join Thirteenth Floor, you're not just taking a job. You're stepping into the magic behind the screams.Returning applicants: If you have worked for Thirteenth Floor Entertainment Group in a prior season, please contact your location manager directly regarding rehire status. Do not submit a new application through the online system.Position SummaryAs a Seasonal Customer Service team member, you will serve as a key point of contact for guests by helping answer questions, resolve concerns, and support bookings across multiple communication channels. This role is ideal for someone who is responsive, empathetic, organized, and comfortable delivering a high level of service in a fast-paced remote environment.What You’ll DoRespond to guest inquiries across email, chat, social media, and other support channels in a timely and professional manner.Help guests with bookings, ticket upgrades, date changes, refunds, exchanges, and other account or purchase-related questions.Resolve guest concerns by identifying the issue, communicating clearly, and helping move each interaction toward a positive resolution.Provide accurate information about attractions, events, products, services, and policies using approved tools and resources.Support secure collection and handling of payment details and other guest information in accordance with company procedures.Help create a positive guest experience by showing empathy, professionalism, and strong follow-through in every interaction.Partner with internal teams when guest needs require additional support or escalation.What You’ll BringStrong written and verbal communication skills in English.Customer service experience in a fast-paced environment is preferred.Ability to manage multiple conversations and requests at the same time while maintaining accuracy and professionalism.Comfort using Microsoft Office, Google Workspace, and customer support or ticketing platforms; Zendesk experience is a plus.Experience with ticketing systems such as Tixr, Ticketure, TicketSocket, Live Nation, AXS, or similar platforms is helpful.Strong problem-solving skills, sound judgment, and a calm, guest-focused approach.A collaborative, self-directed work style with strong organization and follow-through.Availability to work evenings, weekends, and special event support schedules as needed.Interest in live events, haunted attractions, or immersive entertainment is a plus.Employment DetailsEmployment Type: Seasonal/TemporaryExpected Season Duration: September - Early November 2026Work Schedule: Evenings, weekends, and holidays required during the operational season.This is a seasonal/temporary position with an anticipated end date. Employment beyond the stated season is not guaranteed.E-VerifyThirteenth Floor Entertainment Group participates in E-Verify. As required by federal law, we will verify the identity and employment eligibility of all hired individuals.Equal Opportunity EmployerThirteenth Floor Entertainment Group is an equal opportunity employer and complies with all applicable federal, state, and local employment laws. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, gender expression, marital status, national origin, ancestry, disability, age, genetic information, military or veteran status, or any other characteristic protected by law.Reasonable AccommodationsApplicants with disabilities may request reasonable accommodations at any point in the hiring process by contacting [e-mail].E-VerifyThirteenth Floor Entertainment Group participates in E-Verify. As required by federal law, we will verify the identity and employment eligibility of all hired individuals.Equal Opportunity EmployerThirteenth Floor Entertainment Group is an equal opportunity employer and complies with all applicable federal, state, and local employment laws. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, gender expression, marital status, national origin, ancestry, disability, age, genetic information, military or veteran status, or any other characteristic protected by law.Reasonable AccommodationsApplicants with disabilities may request reasonable accommodations at any point in the hiring process by contacting [e-mail].