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

As a dynamic and customer-centric organization, arenaflex is seeking a highly skilled and passionate Email/Chat/Phone Specialist to join our team of dedicated professionals. As a representative of arenaflex, you will be at the forefront of delivering exceptional customer experiences, ensuring that our fans receive the right seats at the right price for live events. This is an exciting opportunity to be part of a vibrant and fast-paced environment where you will have the chance to make a real impact on our customers' lives.

About arenaflex

arenaflex is a leading online ticket marketplace that connects fans with their favorite live events. We pride ourselves on creating memorable experiences for all of our customers from the point of purchase until they enter the gates. Our team is passionate about live events, and we're committed to providing top-notch service to our customers. As a Email/Chat/Phone Specialist, you will be an integral part of our customer experience team, working closely with our customers to resolve their queries and concerns.

Key Responsibilities

As a Email/Chat/Phone Specialist at arenaflex, you will be responsible for:

• Handling customer contacts, promptly and professionally, via phone, email, and live chat
• Answering questions about purchases, orders, inventory, and upcoming events
• Providing proactive and friendly support to our customers, utilizing internal and external technology to manage order fulfillment
• Collaborating with our team to create memorable experiences for our customers who share our love for live events
• Utilizing internal and external technology to manage order fulfillment
• Being a team player and contributing to our culture and growth
• Participating in ongoing training and development to enhance your skills and knowledge

How Your Role Contributes to the Success of arenaflex

As a Email/Chat/Phone Specialist, your role is crucial to the success of arenaflex. You will be responsible for:

• Providing exceptional customer service, ensuring that our customers receive the right seats at the right price for live events
• Building strong relationships with our customers, understanding their needs and preferences
• Collaborating with our team to identify and resolve customer concerns and issues
• Contributing to the growth and development of our customer experience team
• Participating in ongoing training and development to enhance your skills and knowledge

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 If you're passionate about live events and delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job