Customer Service and Reputation Management Specialist

Company Description
Event Tickets Center (ETC) is one of the nation’s leading secondary ticket marketplaces, connecting millions of fans with live concerts, sports, theater, and family events. The company operates with a deep passion for live experiences, building a community where event enthusiasts can access the moments that matter most. ETC prioritizes security and customer satisfaction, using industry-leading technology to safeguard information and backed by a 100% Buyer Guarantee. Through its ETC Cares initiative, the organization supports communities in need and drives positive social impact beyond ticket sales. Event Tickets Center is more than a marketplace; it is a trusted partner in helping fans create lasting memories.

Role Description
: The Customer Service and Reputation Management Specialist is a full-time, on-site role based in Gainesville, FL.

This role is an entry-level job.

This role is responsible for maintaining the ETC's online reputation. The company's online reputation is fundamental to the long-term success of the business and plays an increasingly important role in search ads performance.

This position focuses on delivering responsive, high-quality customer support across multiple channels. The specialist monitors and responds to customer feedback.

Daily responsibilities include resolving customer issues, investigating order-related concerns, tracking trends in customer satisfaction, and escalating complex cases when necessary.

Build, maintain, and manage a positive online presence with timely, professional responses to reviews.

Respond to and highlight inquiries from law firms and government agencies.

Plan, strategize, and implement responses to online reputation threats.

Evaluate review data for trends and anomalies.

Foster relationships with reputation vendors and partners.

Evaluate vendor product releases and updates in order to make recommendations that benefit the company and improve reputation.

The specialist also collaborates with internal teams to improve service processes, provides insights on recurring customer pain points, and contributes to policies and messaging that strengthen trust in the ETC brand.

Qualifications

• Strong customer-focused skills, including Customer Satisfaction, Customer Service Management, and Customer Support.
• Solid Analytical Skills, with the ability to interpret customer feedback, identify trends, and recommend improvements.
• Excellent Communication skills, both written and verbal, for clear, professional interactions with customers and internal teams.
• 1 year of experience managing online reputation through review platforms, social media, or public customer feedback channels.
• Comfort working in a fast-paced, live-events environment, with strong problem-solving and conflict-resolution capabilities.
• Proficiency with customer support software, ticketing systems, and basic office applications.
• Ability to work on-site in Gainesville, FL, collaborate with cross-functional teams, and handle sensitive customer information responsibly.
• Associate or bachelor’s degree in a related field.

Some of what we offer!

In addition to an authentic atmosphere and an excellent TEAM, we offer all employees a generous benefits package.

All benefits plans are 100% paid for employee coverage. Family coverage includes employee contributions. 401K up to 6% company match, generous PTO bank, sick time, major holidays off, free Event Tickets - Up to $1,200 a year, an amazing company culture, and more.

We have a culture of collaboration, innovation, and accountability. We believe in working together to achieve exceptional results while nurturing an environment that fosters growth and learning. Your ideas matter here. We're invested in your success. Through mentorship programs, ongoing learning opportunities, and development plans, we support your growth every step of the way. At Event Tickets Center, our team members are at the center of the business; we treat people with the utmost care and respect.

This is a full-time on-site role. Entry-level role. Pay: $22 - $25 per hour depending on experience.

We are seeking strong potential candidates! We invite you to apply!