Email/Chat/Phone Specialist (Nights and Weekends) – Live Event Experience Expert

At arenaflex, we're passionate about creating unforgettable experiences for our customers. As an Email/Chat/Phone Specialist (Nights and Weekends), you'll be at the forefront of representing our brand, ensuring that our fans get the right seats at the right price. If you're a team player with a passion for live events and a knack for delivering exceptional customer service, we want to hear from you.

The Opportunity:

Join our vibrant team of customer experience enthusiasts who thrive on making connections with our customers. Whether troubleshooting technical concerns or answering questions about events or our services, you'll be the go-to expert for all things live events. As an Email/Chat/Phone Specialist (Nights and Weekends), you'll have the opportunity to engage with hundreds of customers, providing proactive, friendly, and high-quality service that leaves a lasting impression.

How Your Role Contributes to the Success of arenaflex:

* Handle customer contacts promptly and professionally, ensuring that every interaction is a positive one.

• Answer questions about purchases, orders, inventory, and upcoming events, providing expert knowledge and guidance.
• Support our customers proactively via phone, email, and live chat, utilizing internal and external technology to manage order fulfillment.
• Be a team player and contribute to our culture and growth, sharing your ideas and expertise to drive success.
• Create memorable experiences with customers who share our love for live events, making every interaction a highlight of their day.

How Your Role Expectations Will Progress as a Call Center Associate in the First 30, 90, and 180 Days: ### 30 Days In

• Complete new hire orientation, gaining the resources you need to be successful in your role.
• Learn how ticket marketplaces operate and how you'll contribute to providing great experiences for our customers.
• Acclimate to team and company norms, business objectives, and arenaflex values.
• Gain access to and familiarize yourself with our accounts and internal systems.
• Shadow teammates and document what you've learned from observing and listening to their emails and calls.

### 90 Days In

• Perform core responsibilities comfortably on your own, taking ownership of your work and delivering results.
• Maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives.
• Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies.
• Understand service level expectations, KPIs, and other metrics to watch for, ensuring that you're meeting and exceeding targets.

### 180 Days In

• Apply methods to execute individual tasks that positively impact the team, driving success and growth.
• Play an active role in continued learnings to advance skill sets necessary for team goals.
• Handle front-line customer escalations and follow-ups, providing expert resolution and ensuring customer satisfaction.
• Feel empowered to participate in extracurricular projects that will contribute to the success of the organization, sharing your ideas and expertise.

What You'll Bring:

* 1-2 years of customer service experience via phone, email, and live chat, with a proven track record of delivering exceptional service.

• A team player mentality and drive to contribute to culture and growth, sharing your ideas and expertise to drive success.
• A sense of curiosity to ask questions and keenness to improve upon work, always looking for ways to innovate and improve.
• A passion for live events (sports, concerts, or theatre), with a deep understanding of the industry and its nuances.
• Flexible schedule to work evenings, weekends, and holidays, with a willingness to adapt to changing needs.
• Excellent verbal and written communication skills, with the ability to articulate complex information in a clear and concise manner.
• Experience with Zendesk or similar help desk software, with a solid understanding of its features and functionality.

Schedule:

* 1:30pm-10:00pm Thursday/Friday off

• 1:30pm-10:00pm Monday/Tuesday off
• Hybrid schedule with 3 days in office and 2 days remote, providing flexibility and work-life balance.

Compensation:

* $40,000 base salary with bi-annual bonuses and equity, providing a competitive compensation package.

• Training is fully paid, ensuring that you have the resources you need to succeed in your role.

Benefits:

* arenaflex provides competitive compensation; bonus incentives and equity for all employees; FLEX PTO; mental health days; medical, dental, and vision insurance; 401K matching; monthly credits and discounts for attending live events; Hybrid working model; and a variety of additional workplace perks. If you're passionate about live events and delivering exceptional customer service, we want to hear from you. Apply now to join our vibrant team of customer experience enthusiasts and become an Email/Chat/Phone Specialist (Nights and Weekends) at arenaflex. Apply Job! Apply for this job