Guest Services Representative

About the role

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. TKO Group Holdings, Inc. (NYSE: TKO) is a premium sports and entertainment company. TKO owns iconic properties including UFC, the world's premier mixed martial arts organization; WWE, the global leader in sports entertainment; and PBR, the world's premier bull riding organization. Together, these properties reach 1 billion households across 210 countries and territories and organize more than 500 live events year-round, attracting more than three million fans. TKO also services and partners with major sports rights holders through IMG, an industry-leading global sports marketing agency; and On Location, a global leader in premium experiential hospitality. Our Guest Service Representatives' primary responsibility is to assist guests with exceptional customer services before, during and after all events related to sports, music and lifestyle. This position will handle incoming phone calls and emails in a professional, efficient, friendly manner. Key characteristics for success include strong organizational, and written and verbal communication skills. This individual must also possess the ability to manage multiple tasks and projects at the one time. This person should demonstrate a desire to learn and grow and offer ideas and suggestions to streamline event processes. ESSENTIAL FUNCTIONS & RESPONSIBILITIES Field customer inquiries, concerns, and requests in a professional and timely manner via various forms of communication including phone calls (25+ daily), email and live chat Sell tickets and travel packages for select events Provide exceptional customer service and professionalism when interacting with vendors, guests, partners, clients, and peers Work with guests, as needed, to identify specific needs and expectations; special/custom product fulfillments Ability to de-escalate and deal with complaints/negative feedback 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 Travel Must be adaptable with work and travel schedule, and be available to travel for work, which may include extended work hours during nights, weekends, and holidays. This position will require less than 10% travel. This job description is not designed to cover or contain a comprehensive listing of the employee's activities, duties, or responsibilities for this job. Duties, obligations, and activities may change at any time with or without notice.

Requirements

• To perform this job successfully, the candidate must be able to perform each essential duty above at the highest levels. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Required Education and/or Experience, Knowledge, Skills, and Abilities :
• High school diploma or equivalent
• Experience in a customer service position (minimum of 2+ years) preferably in event 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 at all times
• Attention to detail and accurate data entry and typing skills
• Ability to multi-task within a high-pressure environment
• A proven record of accomplishment of strong personal effectiveness in which imaginative and distinctive service have been demonstrated
• Continually strive for self-development and discovering better means of accomplishing both personal and professional goals
• Flexibility with weekend shifts and extended work during holidays and seasonal busy periods
• CORE VALUES
• As the leading experiences company in the world, we strive to be the most innovative and

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