Experienced Customer Service Representative - Nights and Weekends at blithequark
Join the blithequark Team: Delivering Exceptional Customer Experiences in the Live Events Industry
At blithequark, we're passionate about connecting fans to the events that excite them. As a leader in the ticketing industry, we've been recognized for our outstanding customer service, being voted "Best Customer Service" two years in a row by Newsweek. We're now seeking an experienced Customer Service Representative to join our Expedited Resolutions Team, working nights and weekends. If you're driven by a passion for delivering exceptional customer experiences and thrive in a fast-paced environment, we invite you to explore this exciting opportunity.
About the Role: Contributing to the Success of blithequark
As a Customer Service Representative on our Expedited Resolutions Team, you will serve as the primary point of contact for high-level customer inquiries via phone, chat, and email. Your role is critical in maintaining excellent customer experiences, resolving issues efficiently, and ensuring that our VIP customers receive the highest level of service. You'll be an integral part of our team, working collaboratively to drive customer satisfaction and loyalty.
Key Responsibilities:
- Maintain a customer-centric approach, utilizing tone, empathy, confidence, and attention to detail to deliver exceptional customer experiences.
- Develop and present solutions to customer issues efficiently and effectively, ensuring timely resolutions.
- Update internal order notes and ensure proper procedures are followed during all customer and seller interactions.
- Stay up-to-date on company values, processes, and policies to provide accurate information and support.
- Utilize empathy and professionalism in every interaction to deliver a best-in-class customer experience.
Career Progression: Growing with blithequark
As a Customer Service Representative on our Expedited Resolutions Team, you'll have the opportunity to grow and develop your skills over time. Here's an overview of what you can expect in your first 30, 90, and 180 days:
30 Days:
- Complete new hire orientation and gain the resources needed to succeed.
- Learn about the ticketing industry and how you'll contribute to providing great experiences for our customers and sellers.
- Acclimate to team and company norms, business objectives, and blithequark's values.
- Understand the flow of buyer orders and entry-level call inquiries.
- Become familiar with company policies and processes.
- Navigate and resolve non-complex calls.
90 Days:
- Contribute to our approaches, methods, and technologies to support overall business goals and drive team efficiencies.
- Maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives.
- Exhibit a deep understanding and application of industry and company processes, including replacing ticket inventory and navigating escalated contacts.
180 Days:
- 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.
- Demonstrate competence on industry nuances and company policies.
- Manage highly complex, escalated, and high-value contacts without guidance.
- Become a key player on the team, running autonomously throughout day-to-day responsibilities.
What You'll Bring:
To succeed in this role, you'll need:
- Previous work experience in customer service, preferably in a retail or service-related industry.
- Computer proficiency, including the ability to maintain a 50+ WPM typing speed and efficiently operate basic PC/web browser functionality.
- Excellent empathy, confidence, and patience when interacting with customers.
- Strong written communication skills, with an aptitude for grammar and spelling accuracy.
- The ability to multitask in a fast-paced environment.
- Self-reliance and the ability to work with minimal supervision.
- Research skills to troubleshoot customer issues effectively.
- Willingness to be flexible with work hours as needed.
- A genuine interest in live events, sports, and entertainment.
Work Schedule and Environment:
We're offering a hybrid work model, allowing you to split your time between our brand-new, perk-filled office space and working from home. The schedule for this role includes:
- The first two weeks of employment are dedicated to training, Monday-Friday, 9-6, and are paid.
- Schedule: Thurs/Fri, Sun/Mon, or Sun/Wed off.
- Hours: 3:30 pm - 12:00 am.
- 3 days in the office and 2 days at home.
Compensation and Benefits:
We offer a competitive compensation package, including:
- A base salary of $40,000, with overtime eligibility.
- Bi-annual bonuses and an annual equity grant.
- Any hours worked over 40 per week are eligible for overtime pay.
- Flexible PTO, Mental Health Days, Floating Holidays, and Wellness programs to support your work-life balance.
- 401K Matching to help you save for your future.
- The opportunity to see your favorite live events and performers on us!
Join blithequark: Where Your Career Thrives
At blithequark, we're committed to creating a work environment that is engaging, challenging, and rewarding. If you're passionate about delivering exceptional customer experiences and are looking for a dynamic and supportive team, we encourage you to apply for this exciting opportunity. With our hybrid work model, comprehensive benefits, and opportunities for growth and development, we're confident that you'll find a fulfilling career with us.