Job Title: Customer Service Representative
Location: Fully Remote
Employment Type: Part-Time (Year-Round)
Reports To: Customer Service Manager
Thirteenth 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.
Position Summary
As a Part-Time 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 year-round 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 Do
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Respond to guest inquiries across email, chat, social media, and other support channels in a timely and professional manner.
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Help guests with bookings, ticket upgrades, date changes, refunds, exchanges, and other account or purchase-related questions.
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Resolve guest concerns by identifying the issue, communicating clearly, and helping move each interaction toward a positive resolution.
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Provide accurate information about attractions, events, products, services, and policies using approved tools and resources.
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Support secure collection and handling of payment details and other guest information in accordance with company procedures.
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Help create a positive guest experience by showing empathy, professionalism, and strong follow-through in every interaction.
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Partner with internal teams when guest needs require additional support or escalation.
What You’ll Bring
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Strong written and verbal communication skills in English.
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Customer service experience in a fast-paced environment is preferred.
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Ability to manage multiple conversations and requests at the same time while maintaining accuracy and professionalism.
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Comfort using Microsoft Office, Google Workspace, and customer support or ticketing platforms; Zendesk experience is a plus.
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Experience with ticketing systems such as Tixr, Ticketure, TicketSocket, Live Nation, AXS, or similar platforms is helpful.
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Strong problem-solving skills, sound judgment, and a calm, guest-focused approach.
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A collaborative, self-directed work style with strong organization and follow-through.
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Availability to work weekends and holidays is required.
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Interest in live events, haunted attractions, or immersive entertainment is a plus.
Employment Details
This is a year-round, part-time position scheduled for approximately 25 hours per week. The pay rate for this role is $16.00 per hour. Weekend and holiday availability is required.
This is a seasonal/temporary position with an anticipated end date. Employment beyond the stated season is not guaranteed.
E-Verify
Thirteenth 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 Employer
Thirteenth 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 Accommodations
Applicants with disabilities may request reasonable accommodations at any point in the hiring process by contacting [email protected].
