Experienced Customer Service Representative (Nights and Weekends) Full-Time Opportunity at blithequark

Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments where no two interactions are the same? If so, we invite you to join blithequark's Expedited Resolutions Team as a Customer Service Representative (Nights and Weekends) Full-Time. As a key member of our team, you will play a critical role in connecting our VIP customers to the events that excite them, while fostering a culture of empathy, confidence, and professionalism.

About blithequark

blithequark is a leading ticket marketplace that has been voted best in customer service two years in a row by Newsweek. We pride ourselves in creating exceptional experiences from the point of purchase until our customers enter the gates. Our team is dedicated to delivering best-in-class customer experiences, and we're looking for talented individuals like you to join our mission.

Your Role in the Success of blithequark

As a Customer Service Representative (Nights and Weekends) Full-Time, you will be responsible for:

• Maintaining excellent customer experience with tone, empathy, confidence, and attention to detail
• Developing and presenting solutions to fan issues efficiently and effectively
• Updating internal order notes appropriately and ensuring proper procedures are followed during all fan and seller interactions
• Maintaining thorough knowledge of company values, processes, and policies to ensure proper exchanging of information, order replacements, refunds, credits, etc.
• Utilizing empathy and professionalism in every interaction to deliver a best-in-class customer experience

Your Role Expectations and Progression

As a member of our Expedited Resolutions Team, your role expectations will progress as follows:

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 fans 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 + Complete training with a complete understanding of how this role plays an important part in lowering customer anxiety

90 days in:

+ Contribute to our approaches, methods, and technologies to support overall business goals, drive team efficiencies, and reduce customer anxiety + Maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives + Exhibit deep understanding and application of industry and company processes, including replacing ticket inventory, and navigating escalated contacts

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 + Competent on industry nuances and company policies + Manage highly complex, escalated, and high-value contacts without guidance + Ingrained as a key player of the team who runs autonomously throughout day-to-day responsibilities

What You'll Bring

To succeed in this role, you'll need:

• Work experience in customer service in retail or service-related industry
• Computer proficiency, including ability to maintain 50+ WPM typing speed and to efficiently operate basic PC/web browser functionality
• Excellent empathy, confidence, and patience
• Written communication skills with an aptitude for grammar and spelling accuracy
• Capable of multitasking in a fast-paced environment
• Self-reliant and ability to work with minimum supervision
• Research skills to troubleshoot customer issues
• Willing to be flexible in work hours where needed
• Genuine interest in live events, sports, and entertainment

Work Schedule

* The first 2 weeks of employment are Monday-Friday 9-6 for training. Training is paid.

• Schedule: Thurs/Fri, Sun/Mon, or Sun/Wed off
• Hours are: 3:30pm-12:00am.
• Hybrid model, not fully remote. 3 days in office and 2 days at home.

Bonus & Overtime Eligibility

* $40,000 base salary with overtime eligibility, Bi-Annual bonuses, annual equity grant

• Any hours worked over 40/week are overtime eligible

What You'll Get at blithequark

* See your favorite live events and performers on us!

• Work in a hybrid environment that provides the option to split time between your home and a brand new, perk-filled office space
• Balance personal life and professional responsibilities with Flexible PTO, Mental Health Days, Floating Holidays, and Wellness programs
• Earn additional income through bonus incentives
• Save for your future through 401K Matching

If you're a customer service enthusiast with a passion for delivering exceptional experiences, we invite you to join our team at blithequark. Apply now and become a part of our mission to create unforgettable experiences for our customers.

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