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

Introduction to blithequark

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 the industry, we pride ourselves on providing exceptional service, ensuring that every interaction with our brand is nothing short of remarkable. Our team is built on a foundation of shared passion for live events, and we are now seeking an experienced and enthusiastic Email/Chat/Phone Specialist to join our crew.

About the Role

As an Email/Chat/Phone Specialist at blithequark, you will be the face of our brand, engaging with hundreds of customers who share your passion for live events. Your primary responsibility will be to deliver proactive, friendly, and high-quality service to our customers, addressing their queries, concerns, and needs via phone, email, and live chat. You will be an integral part of our customer experience team, working together to ensure that every customer interaction is memorable and exceeds their expectations.

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, troubleshooting technical concerns and answering questions about our services.
• Utilize internal and external technology to manage order fulfillment, ensuring seamless and efficient customer experiences.
• Contribute to a positive and inclusive team culture, collaborating with colleagues to drive growth and achieve business objectives.
• Create memorable experiences for customers who share our love for live events, fostering loyalty and advocacy for the blithequark brand.

Role Progression and Expectations

As you grow and develop in your role, your responsibilities and expectations will evolve. Here's a snapshot of what you can expect in the first 30, 90, and 180 days:

30 Days In

• Complete new hire orientation, gaining the resources and knowledge you need to succeed in your role.
• Learn about the ticket marketplace and how you'll contribute to providing exceptional customer experiences.
• 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 your learnings from observing and listening to their emails and calls.

90 Days In

• Perform core responsibilities comfortably on your own, with a deep understanding of our systems and processes.
• 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, using data to inform your decisions and improve performance.

180 Days In

• Apply methods to execute individual tasks that positively impact the team, driving growth and achieving business objectives.
• Play an active role in continued learning, advancing your skill sets and knowledge to support team goals and objectives.
• Handle front-line customer escalations and follow-ups, demonstrating your ability to resolve complex issues and provide exceptional customer experiences.
• 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 in this role, you'll 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 collaboration and teamwork.
• A sense of curiosity and keenness to improve upon your work, with a desire to learn and grow in your role.
• A passion for live events, including sports, concerts, or theatre, with a deep understanding of what drives our customers.
• A flexible schedule to work evenings, weekends, and holidays, with a willingness to adapt to changing business needs.
• Excellent verbal and written communication skills, with the ability to articulate complex ideas and resolve customer concerns.
• Experience with Zendesk or similar help desk software, with a willingness to learn and adapt to new technologies.

Schedule and Compensation

We offer a competitive schedule and compensation package, including:

• A hybrid schedule with 3 days in the office and 2 days remote, providing flexibility and work-life balance.
• A base salary of $40,000, with bi-annual bonuses and equity, recognizing your contributions to the business.
• Fully paid training, ensuring you have the skills and knowledge you need to succeed in your role.

Benefits and Perks

At blithequark, we're committed to providing a comprehensive benefits package, including:

• Competitive compensation, bonus incentives, and equity for all employees.
• FLEX PTO, mental health days, and a range of wellness initiatives to support your physical and mental well-being.
• Medical, dental, and vision insurance, with a range of options to suit your needs.
• 401K matching, with a generous contribution to support your retirement goals.
• Monthly credits and discounts for attending live events, so you can enjoy the experiences you help create.
• A hybrid working model, with flexibility and autonomy to work from anywhere.
• A range of additional workplace perks, including social events, team-building activities, and recognition programs.

Conclusion

If you're passionate about delivering exceptional customer experiences and share our love for live events, we want to hear from you. As an Email/Chat/Phone Specialist at blithequark, you'll have the opportunity to make a real difference in the lives of our customers, while growing and developing your skills in a dynamic and supportive environment. Apply now to join our team and start creating unforgettable experiences for our customers.