Experienced Customer Experience Representative - Nights and Weekends - Live Events Industry - blithequark

Join the Team at blithequark: Delivering Unforgettable Live Event Experiences

Are you passionate about live events and delivering exceptional customer experiences? Do you thrive in fast-paced environments and enjoy connecting with people from all walks of life? Look no further than blithequark, where we're seeking a talented Email/Chat/Phone Specialist to join our team on nights and weekends. As a critical member of our customer experience team, you'll have the opportunity to engage with hundreds of customers, providing proactive, friendly, and high-quality service that exceeds their expectations.

About blithequark and the Live Events Industry

blithequark is a leading player in the live events industry, dedicated to creating memorable experiences for our customers from the point of purchase to the moment they enter the gates. We're passionate about live events, whether it's sports, concerts, or theatre, and we're committed to providing our customers with the right seats at the right price. Our team is built on a foundation of exceptional customer service, and we're looking for talented individuals who share our passion and values.

Key Responsibilities

• Handle customer contacts promptly and professionally, responding to questions and concerns via phone, email, and live chat.
• Provide proactive support to customers, ensuring they have the right seats at the right price and that their orders are fulfilled efficiently.
• Utilize internal and external technology to manage order fulfillment, including inventory management and event information.
• Collaborate with teammates to contribute to a positive and growth-oriented culture, sharing knowledge and best practices to drive team success.
• Create memorable experiences for customers who share our love for live events, building strong relationships and driving loyalty.

Role Expectations and Progression

As a Customer Experience Representative at blithequark, your role expectations will evolve over the first 30, 90, and 180 days. Here's what you can expect:

30 Days In

• Complete new hire orientation, gaining the resources and knowledge needed to succeed in your role.
• Learn about the ticket marketplace industry and how you'll contribute to providing great experiences for our customers.
• Acclimate to team and company norms, business objectives, and blithequark 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 In

• Perform core responsibilities comfortably on your own, with a focus on delivering exceptional customer experiences.
• 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, ensuring you're meeting and exceeding performance standards.

180 Days In

• Apply methods to execute individual tasks that positively impact the team, driving efficiency and effectiveness.
• Play an active role in continued learning to advance skill sets necessary for team goals, staying up-to-date on industry trends and best practices.
• Handle front-line customer escalations and follow-ups, resolving issues promptly and professionally.
• Feel empowered to participate in extracurricular projects that contribute to the success of the organization, driving innovation and growth.

What You'll Bring

To succeed as a Customer Experience Representative at blithequark, you'll need:

• 1-2 years of customer service experience via phone, email, and live chat, with a proven track record of delivering exceptional experiences.
• A team player mentality and drive to contribute to culture and growth, with a passion for live events and a desire to make a positive impact.
• A sense of curiosity and keenness to improve upon your work, with a willingness to ask questions and seek feedback.
• Excellent verbal and written communication skills, with the ability to communicate effectively with customers and teammates.
• Experience with Zendesk or similar help desk software, with the ability to learn and adapt to new systems and technologies.
• A flexible schedule to work evenings, weekends, and holidays, with a commitment to being available when our customers need us.

Schedule and Work Environment

As a Customer Experience Representative at blithequark, you'll work a hybrid schedule with 3 days in the office and 2 days remote. Your schedule will include:

• 1:30 pm - 10:00 pm Thursday/Friday off
• 1:30 pm - 10:00 pm Monday/Tuesday off

Our work environment is collaborative, dynamic, and supportive, with a focus on delivering exceptional customer experiences and driving team success.

Compensation and Benefits

At blithequark, we offer a comprehensive compensation package that includes:

• $40,000 base salary with bi-annual bonuses and equity.
• Fully paid training and development opportunities.
• Competitive benefits, including medical, dental, and vision insurance, 401K matching, and FLEX PTO.
• Mental health days and a supportive work environment.
• Monthly credits and discounts for attending live events.
• A hybrid working model with flexible scheduling.

Conclusion

If you're passionate about live events and delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Experience Representative, you'll have the chance to make a real difference in the lives of our customers, driving loyalty and growth for our organization. Don't miss out on this chance to join our team and start creating unforgettable experiences for our customers.

Apply now and take the first step towards a rewarding career at blithequark!