**Email/Chat/Phone Specialist (Nights and Weekends) at arenaflex**
As a highly skilled and enthusiastic Email/Chat/Phone Specialist (Nights and Weekends) at arenaflex, you will be at the forefront of delivering exceptional customer experiences for our passionate community of live event enthusiasts. arenaflex is a leading ticket marketplace that prides itself on creating unforgettable experiences for our customers from the moment they purchase their tickets to the moment they enter the gates. As a key member of our team, you will play a vital role in representing the arenaflex brand, ensuring that our fans receive the right seats at the right price, and exceeding their expectations with every interaction.
**The Opportunity**
At arenaflex, we thrive on making connections with our customers, whether it's troubleshooting a technical concern or answering questions about events or our services. Our Customer Experience Representative will be the face of arenaflex, providing proactive, friendly, and high-quality service to our customers via phone, email, and live chat. You will be empowered to make a meaningful impact on our customers' experiences, and your contributions will be valued and recognized.
**How Your Role Contributes to the Success of arenaflex**
As an Email/Chat/Phone Specialist (Nights and Weekends), you will be responsible for:
* Handling customer contacts promptly and professionally, providing timely and accurate responses to their inquiries
* Answering questions about purchases, orders, inventory, and upcoming events, utilizing internal and external technology to manage order fulfillment
* Supporting our customers proactively via phone, email, and live chat, ensuring that their needs are met and exceeded
* Collaborating with our team to create memorable experiences for our customers, who share our passion for live events
* Contributing to the growth and development of our team, sharing knowledge and best practices to drive business objectives and improve customer satisfaction
**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 in your role
* 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 In**
* Perform core responsibilities comfortably on your own, with minimal supervision
* 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, driving business objectives and improving customer satisfaction
* Play an active role in continued learnings to advance skill sets necessary for team goals
* Handle front-line customer escalations and follow-ups, providing timely and effective resolutions
* Feel empowered to participate in extracurricular projects that 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
**Join the arenaflex Team**
If you're passionate about delivering exceptional customer experiences and have a passion for live events, we want to hear from you! Apply now to become an Email/Chat/Phone Specialist (Nights and Weekends) at arenaflex and be part of a dynamic team that's changing the way people experience live events.
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Why arenaflex?
At arenaflex, we're passionate about creating unforgettable experiences for our customers. We believe that every interaction with our customers should be exceptional, and we're looking for talented individuals like you to join our team and help us achieve this goal.
Our Culture
Our culture is built on a foundation of teamwork, innovation, and customer obsession. We're a dynamic and fast-paced environment that's always looking for ways to improve and grow. If you're a team player who's passionate about delivering exceptional customer experiences, we want to hear from you!
Our Benefits
- Competitive compensation and bonus incentives
- Equity for all employees
- FLEX PTO and mental health days
- Medical, dental, and vision insurance
- 401K matching
- Monthly credits and discounts for attending live events
- Hybrid working model
- Additional workplace perks
How to Apply
If you're passionate about delivering exceptional customer experiences and have a passion for live events, we want to hear from you! Apply now to become an Email/Chat/Phone Specialist (Nights and Weekends) at arenaflex and be part of a dynamic team that's changing the way people experience live events.
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