Experienced Customer Service Representative - Email, Chat, and Phone Support Specialist for Live Events Enthusiasts - Nights and Weekends

Welcome to arenaflex: Where Passion Meets Exceptional Customer Experience

At arenaflex, we're dedicated to creating unforgettable experiences for our customers, from the moment they purchase tickets to the thrill of attending live events. As a leader in the industry, we pride ourselves on providing top-notch service, ensuring that every interaction with our brand is nothing short of exceptional. If you're a customer service enthusiast with a passion for live events, we invite you to join our dynamic team as an Email/Chat/Phone Specialist, where you'll be the face of our brand, delivering outstanding support to our customers during nights and weekends.

The Role: Email/Chat/Phone Specialist (Nights and Weekends)

In this exciting role, you'll be responsible for providing proactive, friendly, and high-quality service to our customers, addressing their queries, concerns, and needs via phone, email, and live chat. As a key member of our customer experience team, you'll be the primary point of contact for our customers, ensuring that they receive timely and effective support. Your goal will be to create memorable experiences for our customers, who share our love for live events, and to contribute to the growth and success of arenaflex.

Key Responsibilities:

• Handle customer contacts promptly and professionally, responding to inquiries about purchases, orders, inventory, and upcoming events.
• Provide proactive support to customers via phone, email, and live chat, utilizing internal and external technology to manage order fulfillment.
• Be a team player, contributing to the culture and growth of arenaflex, and collaborating with colleagues to achieve business objectives.
• Create memorable experiences for customers who share our passion for live events, ensuring that every interaction with our brand is positive and engaging.
• Utilize internal and external technology to manage order fulfillment, maintain accurate records, and stay up-to-date with the latest developments in the industry.

How You'll Contribute to the Success of arenaflex

As an Email/Chat/Phone Specialist, you'll play a vital role in shaping the customer experience at arenaflex. Your contributions will be measured by your ability to provide exceptional service, resolve customer issues efficiently, and maintain a positive and professional demeanor in all interactions. Your success will be reflected in the following key performance indicators (KPIs):

• Customer satisfaction ratings
• First contact resolution rates
• Average handling time
• Customer retention and loyalty

Role Expectations: 30, 90, and 180 Days

As you progress in your role, you can expect the following milestones:

30 Days:

• 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've learned from observing and listening to their emails and calls.

90 Days:

• 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:

• 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 to the Role

To be successful as an Email/Chat/Phone Specialist at arenaflex, you'll need:

• 1-2 years of customer service experience via phone, email, and live chat.
• A team player mentality and drive to contribute to culture and growth.
• A sense of curiosity to ask questions and a keenness to improve upon your work.
• A passion for live events (sports, concerts, or theatre).
• A flexible schedule to work evenings, weekends, and holidays.
• Excellent verbal and written communication skills.
• Experience with Zendesk or similar help desk software (an asset).

Schedule and Training

We offer a hybrid schedule with 3 days in the office and 2 days remote, following an initial 3-week training period. Your training will be fully paid, and you'll have the opportunity to learn from our experienced team members. Our schedule for this role is as follows:

• 1:30 pm - 10:00 pm, Monday/Tuesday off
• Hybrid schedule with 3 days in office and 2 days remote, following training.
• Training will be the first 3 weeks, all in office, Monday-Friday, 8:30 am - 5:00 pm.

Compensation and Benefits

At arenaflex, we offer a competitive compensation package, including:

• $40,000 base salary with bi-annual bonuses and equity.
• Training is fully paid.
• Competitive benefits, including FLEX PTO, mental health days, medical, dental, and vision insurance, 401K matching, and monthly credits and discounts for attending live events.
• A hybrid working model, with the flexibility to work from home and in the office.
• A variety of additional workplace perks, designed to support your well-being and career growth.

Join the arenaflex Team

If you're passionate about delivering exceptional customer experiences and are looking for a dynamic and supportive work environment, we encourage you to apply for this exciting opportunity. As an Email/Chat/Phone Specialist at arenaflex, you'll be part of a talented team that shares your passion for live events and is dedicated to creating unforgettable experiences for our customers. Apply now and take the first step towards a rewarding and challenging career with arenaflex.