As a highly skilled and customer-focused Email/Chat/Phone Specialist (Nights and Weekends) at arenaflex, you will be at the forefront of delivering exceptional experiences for our customers who share a passion for live events. arenaflex is a leading ticket marketplace that prides itself on creating unforgettable experiences for all of our customers from the point of purchase until they enter the gates. As a key member of our team, you will be responsible for providing proactive, friendly, and high-quality service to our customers, helping to ensure that our fans get the right seats at the right price.
**About arenaflex**
arenaflex is a dynamic and innovative company that is revolutionizing the way people experience live events. With a passion for creating memorable experiences, we strive to provide our customers with the best possible service, from the moment they make a purchase to the moment they enter the venue. Our team is dedicated to making connections with our customers, whether it's troubleshooting a technical concern or answering questions about events or our services. As a Customer Experience Representative at arenaflex, you will be an integral part of our team, working closely with our customers to provide them with the best possible experience.
**Key Responsibilities**
As an Email/Chat/Phone Specialist (Nights and Weekends) at arenaflex, your key responsibilities will include:
* Handling customer contacts, promptly and professionally, via phone, email, and live chat
* Answering questions about purchases, orders, inventory, and upcoming events
* Providing proactive support to our customers via phone, email, and live chat
* Utilizing internal and external technology to manage order fulfillment
* Being a team player and contributing to our culture and growth
* Creating memorable experiences with customers who share our love for live events
**How Your Role Contributes to the Success of arenaflex**
As a Customer Experience Representative at arenaflex, your role will contribute significantly to the success of our company. You will be responsible for:
* Providing exceptional customer service, ensuring that our customers have a positive experience with arenaflex
* Helping to drive sales and revenue growth by providing proactive support to our customers
* Contributing to the development of our team and company culture, by being a team player and sharing your ideas and expertise
* Helping to identify areas for improvement and implementing changes to enhance our customer experience
**How Your Role Expectations Will Progress as a Call Center Associate in the First 30, 90, and 180 Days**
As a Call Center Associate at arenaflex, your role expectations will progress as follows:
**30 Days In**
* 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 have learned from observing and listening to their emails and calls
**90 Days In**
* 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 In**
* 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 be successful in this role, you will need to bring the following skills and qualifications:
* 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**
As an Email/Chat/Phone Specialist (Nights and Weekends) at arenaflex, you will be required to work a hybrid schedule with 3 days in office and 2 days remote. Your specific schedule will be as follows:
* 1:30pm-10:00pm Thursday/Friday off
* 1:30pm-10:00pm Monday/Tuesday off
**Compensation**
As a valued member of our team, you will receive a competitive compensation package, including:
* $40,000 base salary with bi-annual bonuses and equity
* Training is fully paid
**Benefits**
arenaflex offers a comprehensive benefits package, including:
* 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
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about live events, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about arenaflex and to submit your application.
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