Customer Service Representative

Who We Are:

On Location is a premium experience provider, offering world class hospitality, ticketing, curated guest experiences, live event production, and travel management across sports, entertainment, and fashion. From unrivaled access for corporate clients to guests looking for fully immersive experiences at marquee events, On Location is the premier and official service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals. The company also owns and operates a number of unique and exclusive experiences, transforming the most dynamic live events into a lifetime of memories. On Location is a subsidiary of Endeavor, a global sports and entertainment company.

The Role and What You’ll Do:

Our Customer Service Representatives 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 handle incoming calls in a professional, efficient, friendly manner. Key characteristics for success include strong organizational, telephone etiquette and customer service skills. This person must also manage multiple tasks and projects at once. This person should be sports-oriented, demonstrate a desire to learn and grow, and offer ideas and suggestions to streamline event processes.

• Sell tickets and travel packages for major sporting events, such as Aer Lingus, the Super Bowl, the NCAA Final Four, and more!

• Answer phone calls (25+ daily) from clients.

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

• Respond to various forms of communication from clients, including email and live chat.

• Be able to work some weekends and extended hours during seasonal busy periods.

• Work with clients, as needed, to identify specific needs and expectations; special/custom product fulfillments.

• Maintain continuous knowledge of events and partnerships to recognize product, market, and service-related trends in the industry.

• Understand and achieve profitability goals as it relates to product fulfillment and event packages.

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

• Other general administrative duties (e.g., order processing, data entry, etc.) as assigned. 

 

You Have These

• G.E.D. or high school diploma.

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

• Strong organizational, telephone etiquette, and customer service skills.

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

• A proven record of accomplishment of strong personal effectiveness in which imaginative and distinctive service has been demonstrated.

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

 

We’d Love If You Also Have These: 

• Attention to detail and accurate data entry.

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

• Must be empathic to customers’ needs.

• Ideally bilingual in Spanish 

 

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

How we work: 

TKO is at the center of sports, media, and entertainment and is a largely relationship-based business. To foster an environment of collaboration, develop our future talent, and build on relationships across leadership, peers, and teams, we work from the office 4 days per week/in a remote capacity. We see immeasurable value internally and throughout the core of the businesses we support.

 

Don’t meet every single requirement? We are dedicated to building a diverse, inclusive, authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.