Customer Service 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. A Customer Service Representative's primary responsibility is to assist travelers 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. ESSENTIAL FUNCTIONS & RESPONSIBILITIES Customer service support is primarily by phone communication but may include responding to various forms of communication from clients, including email. Answer phone calls (25+ daily) from clients. Maintain continuous knowledge of events and partnerships to recognize the industry's product, market, and service-related trends. Work with clients to identify specific needs and expectations, such as special/custom product fulfillments, as needed. Investigate and resolve specific issues related to clientele; identify and escalate priority issues and route calls/issues to the appropriate resource. Communicate questions and issues with internal teams to provide the best customer service experience. Collect and enter reservations for new or additional products and services. Manage the Company's proprietary reservation system, including hotel inventory, rooming lists, and additional tour items. Support the event teams with their needs and responsibilities, as necessary. Other Duties & Responsibilities Arrange data in a useful manner. Comprehend workflow processes for maximum output-separate and/or combine tasks to increase workflow efficiency and maximize limited resources. Collaborate and identify ways to streamline new and existing processes. Set priorities to quickly zero in on the "critical few" and put the "trivial many" aside; juggle numerous tasks and priorities while maintaining a productive workflow. Drive results and exhibit good follow-through on information and project status. Travel Must be adaptable with work and travel schedule and be available to travel for work, including extended work hours during nights, weekends, and holidays. This position may require up to 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 represent 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 using telephone etiquette techniques.
• Possess strong organizational skills and impeccable attention to detail.
• Proficient with Microsoft Office, specifically Excel, Outlook, and Word.
• Must be flexible and adaptable, with the ability to multi-task and consistently produce accurate work, even under pressure.
• Maintain professionalism when interacting with vendors, guests, partners, clients, and peers.
• Preferred Education and/or Experience, Knowledge, Skills, and Abilities :
• Bilingual preferred; ability to read, write, and speak Spanish proficiently.
• Experience in the travel or sports industry is preferred.

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