Experienced Customer Service Representative – Email, Chat, and Phone Support Specialist for Nights and Weekends at blithequark

Introduction to blithequark and the Role

At blithequark, we are passionate about creating unforgettable experiences for our customers, from the moment they purchase tickets to the thrill of attending live events. As a leader in our industry, we pride ourselves on delivering exceptional customer service, ensuring that every interaction with our brand is memorable and positive. We are now seeking an experienced and enthusiastic Email/Chat/Phone Specialist to join our team, working nights and weekends to provide top-notch support to our valued customers.

This role offers a unique opportunity to engage with hundreds of customers who share your passion for live events, including sports, concerts, and theatre. As the face of blithequark, you will be responsible for providing proactive, friendly, and high-quality service, addressing customer inquiries, resolving issues, and ensuring that every interaction exceeds expectations. If you are a team player with a drive to contribute to culture and growth, and a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

Key Responsibilities

As an Email/Chat/Phone Specialist at blithequark, your key responsibilities will include:

• Handling customer contacts in a prompt and professional manner, via phone, email, and live chat
• Answering questions about purchases, orders, inventory, and upcoming events, utilizing internal and external technology to manage order fulfillment
• Providing proactive support to customers, troubleshooting technical concerns, and addressing any issues that may arise
• Utilizing internal and external technology to manage order fulfillment, ensuring that customers receive their tickets on time and in the correct format
• Contributing to the growth and culture of the team, participating in training and development opportunities, and sharing knowledge and best practices with colleagues
• Creating memorable experiences for customers who share our love for live events, ensuring that every interaction with blithequark is positive and engaging

Role Expectations and Progression

As a Call Center Associate at blithequark, your role expectations will progress over the first 30, 90, and 180 days, as follows:

30 Days In

• Complete new hire orientation, gaining the resources and knowledge needed to be successful in the role
• Learn how ticket marketplaces operate and how you will 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, including Zendesk or similar help desk software
• 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, with a high level of accuracy and efficiency
• 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 that you are meeting and exceeding targets

180 Days In

• Apply methods to execute individual tasks that positively impact the team, contributing to the growth and success of blithequark
• Play an active role in continued learning, advancing skill sets necessary for team goals and objectives
• Handle front-line customer escalations and follow-ups, resolving issues in a professional and timely manner
• Feel empowered to participate in extracurricular projects that will contribute to the success of the organization, sharing your ideas and expertise with the team

Essential and Preferred Qualifications

To be successful in this role, you will need:

• 1-2 years of customer service experience via phone, email, and live chat, with a proven track record of delivering exceptional customer 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 on our customers
• A sense of curiosity and a keenness to improve upon your work, with a willingness to learn and adapt to new technologies and processes
• Flexible schedule to work evenings, weekends, and holidays, with a hybrid schedule that includes 3 days in the office and 2 days remote
• Excellent verbal and written communication skills, with the ability to communicate complex information in a clear and concise manner
• Experience with Zendesk or similar help desk software, with the ability to learn and adapt to new technologies and systems

Preferred qualifications include:

• Previous experience working in a call center or customer service environment, with a strong understanding of customer service principles and practices
• Knowledge of the ticketing industry, with a passion for live events and a desire to stay up-to-date with the latest developments and trends
• Experience with customer relationship management (CRM) software, with the ability to analyze data and metrics to inform customer service strategies

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Strong communication and interpersonal skills, with the ability to build rapport with customers and colleagues
• Problem-solving and analytical skills, with the ability to resolve complex customer issues in a timely and professional manner
• Time management and organizational skills, with the ability to prioritize tasks and manage multiple customer interactions simultaneously
• Adaptability and flexibility, with the ability to work in a fast-paced environment and adapt to changing circumstances and priorities
• Technical skills, including proficiency in Zendesk or similar help desk software, and the ability to learn and adapt to new technologies and systems

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees, with a range of training and development opportunities available to help you advance your career. These include:

• Comprehensive training program, with ongoing coaching and feedback to help you develop your skills and knowledge
• Opportunities for career advancement, with a clear path for progression and advancement within the company
• Professional development opportunities, including conferences, workshops, and online courses to help you stay up-to-date with the latest developments and trends in the industry
• Mentorship program, with the opportunity to work with experienced colleagues and learn from their expertise and experience

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and supportive work environment, with a range of benefits and perks to help you thrive in your role. These include:

• Hybrid working model, with 3 days in the office and 2 days remote, to help you achieve a better work-life balance
• Competitive compensation and benefits package, including bonus incentives and equity for all employees
• FLEX PTO, mental health days, and a range of other benefits to help you manage your well-being and achieve your goals
• Opportunities for socialization and team-building, including regular team events and activities to help you build relationships with your colleagues
• A dynamic and fast-paced work environment, with a range of challenges and opportunities to help you grow and develop in your role

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation and benefits package, including:

• Base salary of $40,000, with bi-annual bonuses and equity for all employees
• Comprehensive benefits package, including medical, dental, and vision insurance, 401K matching, and a range of other benefits
• FLEX PTO, mental health days, and a range of other perks to help you manage your well-being and achieve your goals
• Monthly credits and discounts for attending live events, to help you enjoy the benefits of working in the ticketing industry
• Hybrid working model, with 3 days in the office and 2 days remote, to help you achieve a better work-life balance

Conclusion

If you are a motivated and enthusiastic customer service professional, with a passion for live events and a desire to deliver exceptional customer experiences, we encourage you to apply for this exciting opportunity at blithequark. With a range of benefits and perks, a positive and supportive work environment, and opportunities for career growth and development, this is a role that will challenge and reward you in equal measure. So why not join our team and start creating unforgettable experiences for our customers today?