Customer Service Representative

Who We Are:On Location is a global leader in premium experiential hospitality, offering ticketing, curated guest experiences, live event production and travel management across sports, entertainment, fashion and culture. On Location provides unrivaled access for corporate clients and fans looking for official, immersive experiences at marquee events, including the Olympic and Paralympic Games, FIFA World Cup 2026, Super Bowl, NCAA Final Four, and more. An official partner and/or service provider to over 150 iconic rights holders, such as the IOC (the Milano Cortina 2026 and Los Angeles 2028 Olympic Games), FIFA, NFL, NCAA, UFC, WWE, and PGA of America, the company also owns and operates a number of its own unique experiences. On Location is a subsidiary of TKO Group Holdings, Inc. (NYSE: TKO), a premium sports and entertainment company.

Our Customer Service Specialists’ primary responsibility is to assist our clients in getting to and from their event destination according to their budget and itinerary. This position will mostly manage incoming calls in a professional, efficient, and friendly manner. Key characteristics for success include strong organizational, telephone etiquette, and customer service skills. This individual must also manage multiple tasks and projects at once. This individual should demonstrate a desire to learn and grow and offer ideas and suggestions to streamline event processes.

Responsibilities:

• Field customer inquiries, concerns, and requests in a professional and timely manner via phone calls (25+ daily)

• Provide exceptional customer service and professionalism when interacting with guests, partners, clients, and peers.

• Work with guests, as needed, to identify specific needs and expectations.

• Ability to de-escalate and deal with complaints/negative feedback 

• Maintain continuous knowledge of events and partnerships

• Investigate and resolve specific issues related to guests; identify and escalate priority issues; and route calls to the appropriate resources.

• Activelyparticipate in all training and office-wide meetings.

• Participate in projects and provide support to event teams by assisting with various duties and responsibilities as required.

• Collaborate with all event teams to assist guests by actively engaging, asking questions, and ensuring an exceptional customer service experience.

• Other general administrative duties (e.g., order processing, data entry, new- hire phone training etc.) as assigned.

• Participate in event training to prepare for go-live date.

Qualifications:

• High school diploma or equivalent

• Experience in a customer service position (minimum of 2+ years) preferably in sports and/or travel and hospitality industry.

• Exceptional interpersonal skills - a collaborative style and ability to communicate effectively at all levels with strong oral, written, and presentation skills.

• Passion for helping others and a strong ability to express empathy, remain calm, cool, and collected with demanding customers always

• Attention to detail, accurate data entry and typing skills 

• Ability to multi-task within a high-pressure environment 

• Continually strive for self-development and discovering better means of accomplishing both personal and professional goals.

• Ability to work weekends and extended hours during seasonal busy periods as needed.

Travel:

This position does not require travel but could offer different opportunities outside the Dallas Office. 

Preferred Skill:

Bilingual (English/Spanish)