Box Office & Customer Experience Representative

Memoir Agency•Orlando, FL

9d•Hybrid

About The Position

The Box Office & Customer Experience Representative serves as the front-line point of contact for guests, providing exceptional customer service across phone, email, SMS, social media, and in-person interactions. This role supports ticketing operations, guest services, and event execution by delivering accurate information, resolving customer inquiries, and ensuring a welcoming and positive experience at every stage of the guest journey. Customer Experience Representatives are responsible for maintaining service standards, accurately documenting customer interactions, and supporting event operations while representing the organization's mission, values, and brand. This is a SEASONAL position with an expected start date on or around October 12th and end date on or around January 3rd. Who is The Memoir Agency? At Memoir we produce immersive events across the country, aiming to bring meaning to every place and every moment. We specialize in crafting irresistible experiences that spark wonder and forge deep connections. From epic live events to fully immersive environments, we transform stories into unforgettable realities—always aligning with our clients’ goals through imaginative, purposeful storytelling. Our core values guide everything we do: Imaginative – We dream boldly and create with vision. Healthy – We nurture well-being in our people, partnerships, and practices. Tenacious – We persist with grit and determination to achieve excellence. Collaborative – We succeed together through trust and teamwork. Caring – We lead with empathy and respect for all. Explore Memoir today: https://memoiragency.com/

Requirements

Prior experience in customer service with emphasis on strong communication abilities needed.
Experience working in hospitality, live events, entertainment, tourism, retail or a related field.
Ability to remain professional, patient, and solution-oriented when handling guest concerns.
Proven ability to learn and utilize ticketing, CRM and communication platforms.
Must be confident to work independently as well as collaborative in team settings.
Strong organizational skills and attention to detail.
Ability to work evenings, weekends, and event schedules as required.

Nice To Haves

Experience with Salesforce Service Cloud, Universe, Eventbrite, Ticketmaster, or similar platforms is helpful.

Responsibilities

Respond to guest inquiries via phone, email, SMS, social media, and other communication channels in a professional, friendly, and timely manner.
Provide accurate information regarding events, ticket purchases, policies, schedules, accessibility accommodations, and venue operations.
Resolve routine guest concerns and questions using established procedures and available resources.
Escalate complex issues, complaints, or exceptions to the Assistant Customer Experience Manager or Customer Experience Manager as appropriate.
Maintain a positive, solution-oriented approach in all guest interactions.
Deliver exceptional service that reflects the organization's mission, values, and customer experience standards.
Assist guests with ticket purchases, exchanges, upgrades, transfers, and other ticket-related requests in accordance with established policies.
Utilize ticketing platforms and CRM systems to access customer records and process transactions.
Verify ticket information, event details, pricing, and promotions when assisting guests.
Support event-day box office operations, guest check-in, and ticket scanning activities as assigned.
Maintain accurate transaction records and follow established cash-handling or payment procedures when applicable.
Accurately document customer interactions, inquiries, and resolutions within Salesforce or designated systems.
Maintain complete and organized customer records to support reporting and service continuity.
Utilize available workflows, knowledge base resources, and self-service tools to efficiently resolve guest inquiries.
Identify recurring guest questions, concerns, or system issues and communicate findings to leadership.
Support data accuracy by ensuring customer information is entered and maintained correctly.
Provide on-site guest support during events, assisting with wayfinding, ticketing questions, accessibility needs, and general customer service.
Help maintain a welcoming, organized, and safe guest environment.
Assist with event setup, guest check-in procedures, and operational tasks as assigned.
Support crowd flow and guest experience initiatives under the direction of event leadership.
Respond calmly and professionally in high-volume or fast-paced event environments.
Work collaboratively with Customer Experience team members and other departments to ensure a seamless guest experience.
Participate in training sessions, team meetings, and ongoing professional development opportunities.
Maintain knowledge of current event information, policies, promotions, and operational procedures.
Communicate operational issues, guest feedback, and service concerns to supervisors in a timely manner.
Support team goals and contribute to a positive and professional work environment.