Customer Operations Coordinator

Job Description

Job Description

Company Description

EBG powers a proprietary suite of e-commerce platforms and technology solutions to deliver exclusive deals and special offers from the world's top brands and experiences. Specializing in live entertainment, travel, retail products and services, EBG operates a network of employee and membership-based marketplaces with a reach exceeding 100 million users. EBG owns the nation’s most comprehensive employee savings program, serving over 40,000 corporate clients through its B2B2C platforms TicketsatWork, Plum Benefits, Working Advantage, and Beneplace and offers additional value through its loyalty program, FunLife Rewards. Undercover Tourist ®, a prominent online travel site, is owned by EBG. Visit to learn more about EBG and its commitment to connecting people to exceptional experiences.

EBG’s people-first culture prioritizes the benefits of collaboration, whether it occurs in person or virtually. We believe in the value of working near our colleagues, and we foster and prioritize meaningful in-person connection whenever possible. EBG primarily hires within our core cities—Orlando, New York, Austin, Las Vegas, and Aventura (Miami) with a focus on candidates located within a commutable distance to collaboration offices within these markets.

Job Description

As a Customer Operations Coordinator you will be supporting our guests, the Operation Support team, and our customer care department. You will assist in resolving customer service issues, fulfilling manually booked products and reporting.

Duties and Responsibilities

• Handling of guest issues and escalations 
• Handling of fulfillment of manually booked products; including ticket transfers when applicable 
• Provide outstanding service to all customers; both internal and external 
• Assisting vendors with various reports 
• Maintain accurate and detailed spreadsheets
• Support Customer Care, Operation Support and IROs as needed 
• Must provide professional support both written and verbally to customers and partners
• Must be able to take and make phone calls on a recorded line
• Must be able to perform work both remotely and in office 
• Perform additional duties as assigned 

Qualifications

• Experience with Ticketing, Events, Hospitality / Hotels, Attractions, Box Office, Yield Management, or Technical Operations
• Comprehensive knowledge of Microsoft applications and the Internet
• Candidate to possess intermediate skill level in Microsoft Office products (Outlook, Excel, Word, PowerPoint)
• Excellent customer service and vendor relation skills
• Excellent problem-solving skills
• Strong passion for travel and entertainment
• High energy, ability to remain focused on goals, working independently
• Ability to communicate effectively both written and oral in a professional manner
• Ability to multi-task, be a team player, and have strong organizational skills
• Adaptable to change with a positive can-do attitude
• Fluency in Spanish a plus

What Sets You Apart

• You have the proven ability to resolve complex customer issues
• You are detail-oriented and highly organized, you manage ticket requests, spreadsheets, and multiple tasks with ease
• You thrive in a collaborative environment, being a flexible and reliable team player to help whenever needed

This is an operational role that requires the availability to work Monday-Friday 8AM-5PM. Must be flexible to work Holidays in December if needed.  This role has a hybrid schedule with 2 days in the office weekly.

Additional Information

EBG offers outstanding employee benefits including:

• Medical, Dental & Vision
• 401k Match
• Short Term Disability, Long Term Disability (Company Paid)
• Company Paid Basic Life and AD&D
• Additional Voluntary Benefits 
• Flexible Work Arrangements
• 3 Weeks of PTO + 5 Personal Days
• Paid Holiday Break from Christmas to New Year
• Paid Holidays
• Fitness Reimbursement Program
• Annual Day of Giving
• Share in the FUN! EBG gives $1000 per year in Tickets-At-Work gift cards to full-time employees to experience and enjoy the savings marketplace!

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. All your information will be kept confidential according to EEO guidelines.