Customer Service
Job Title: Customer Service Representative (seasonal)
Location: Fully Remote
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.
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 Summary
As 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 Do
- Respond 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.