Email/Chat/Phone Specialist (Nights and Weekends) at arenaflex

As a highly skilled and customer-focused Email/Chat/Phone Specialist (Nights and Weekends) at arenaflex, you will have the unique opportunity to engage with hundreds of customers who share a passion for live events. arenaflex is a leading ticket marketplace that prides itself on creating memorable experiences for all of its customers from the point of purchase until they enter the gates. As a key member of our team, you will be on the front lines of representing the arenaflex brand, helping to ensure that our fans get the right seats at the right price.

The Role:

As an Email/Chat/Phone Specialist (Nights and Weekends) at arenaflex, you will be responsible for providing proactive, friendly, and high-quality service to our customers. You will be the first point of contact for many of our customers, and your role will be critical in ensuring that their experience with arenaflex is positive and memorable. You will be expected to handle customer contacts promptly and professionally, answer questions about purchases, orders, inventory, and upcoming events, and utilize internal and external technology to manage order fulfillment.

Key Responsibilities:

* Handle customer contacts, promptly and professionally, via phone, email, and live chat

• Answer questions about purchases, orders, inventory, and upcoming events
• Support our customers proactively via phone, email, and live chat
• Utilize internal and external technology to manage order fulfillment
• Be a team player and contribute to culture and growth
• Create memorable experiences with customers who share our love for live events

How Your Role Contributes to the Success of arenaflex:

* You will be a key member of our customer experience team, providing exceptional service to our customers and helping to drive customer satisfaction and loyalty

• You will be responsible for resolving customer issues and concerns in a timely and professional manner, ensuring that our customers have a positive experience with arenaflex
• You will be expected to work collaboratively with other teams, including sales, marketing, and operations, to ensure that our customers receive the best possible service
• You will be responsible for staying up-to-date on industry trends and developments, and for sharing your knowledge and expertise with other team members

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 + 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 have learned from observing and listening to their emails and calls

90 days in:

+ Perform core responsibilities comfortably on your own + 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

180 days in:

+ Apply methods to execute individual tasks that positively impact the team + Play an active role in continued learnings to advance skill sets necessary for team goals + Handle front-line customer escalations and follow-ups + Feel empowered to participate in extracurricular projects that will contribute to the success of the organization

What You'll Bring:

* 1-2 years of customer service experience via phone, email, and live chat

• Team player mentality and drive to contribute to culture and growth
• Sense of curiosity to ask questions and keenness to improve upon work
• Passion for live events (sports, concerts, or theatre)
• Flexible schedule to work evenings, weekends, and holidays
• Excellent verbal and written communication skills
• Experience with Zendesk or similar help desk software

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

Compensation:

* $40,000 base salary with bi-annual bonuses and equity

• Training is fully paid

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

Why Join arenaflex?

* arenaflex is a leading ticket marketplace that is passionate about creating memorable experiences for our customers

• We offer a dynamic and fast-paced work environment that is perfect for individuals who are passionate about customer service and live events
• We are committed to providing our employees with the training and resources they need to succeed in their roles
• We offer a competitive compensation package, including bonuses and equity, as well as a range of benefits and perks

How to Apply:

If you are a motivated and customer-focused individual who is passionate about live events, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the perfect fit for this role. We look forward to hearing from you! Apply for this job