At arenaflex, we're passionate about creating unforgettable experiences for our customers, and we're looking for a highly motivated and customer-centric individual to join our team as an Email/Chat/Phone Specialist (Nights and Weekends). As a key member of our customer experience team, you'll have the opportunity to engage with hundreds of customers who share our passion for live events, providing proactive, friendly, and high-quality service to ensure our fans get the right seats at the right price.
**About arenaflex**
arenaflex is a leading online ticket marketplace that connects fans with their favorite live events. We pride ourselves on creating memorable experiences for all of our customers from the point of purchase until they enter the gates. Our team thrives on making connections with our customers, whether troubleshooting a technical concern or answering questions about events or our services. As a customer experience representative, you'll be on the front lines of representing the arenaflex brand, helping to ensure that our fans have an exceptional experience with our platform.
**Key Responsibilities**
As an Email/Chat/Phone Specialist (Nights and Weekends), you'll be responsible for:
* Handling customer contacts, promptly and professionally, via phone, email, and live chat
* Answering questions about purchases, orders, inventory, and upcoming events
* Supporting our customers proactively via phone, email, and live chat
* Utilizing internal and external technology to manage order fulfillment
* Being a team player and contributing to culture and growth
* Creating memorable experiences with customers who share our love for live events
**How Your Role Contributes to the Success of arenaflex**
* Provide exceptional customer service, ensuring that our fans have an exceptional experience with our platform
* Utilize internal and external technology to manage order fulfillment, ensuring that our customers receive their tickets on time
* Contribute to the growth and development of our team, sharing your knowledge and expertise with colleagues
* Participate in ongoing training and development, staying up-to-date with the latest industry trends and best practices
* Collaborate with other teams, such as sales and marketing, to ensure seamless communication and a cohesive customer experience
**Role Expectations and Progression**
As a Call Center Associate in the first 30, 90, and 180 days, you can expect to:
* **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've 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**
* 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 and Benefits**
* $40,000 base salary with bi-annual bonuses and equity
* Training is fully paid
* 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
**Why Join arenaflex?**
* Be part of a dynamic and growing company that's passionate about creating unforgettable experiences for our customers
* Work with a talented team of customer experience professionals who are dedicated to delivering exceptional service
* Enjoy a flexible schedule that allows you to balance work and personal life
* Participate in ongoing training and development, staying up-to-date with the latest industry trends and best practices
* Collaborate with other teams, such as sales and marketing, to ensure seamless communication and a cohesive customer experience
**How to Apply**
If you're a customer-centric individual with a passion for live events, we encourage you to apply for this exciting opportunity to join the arenaflex team. Please visit our website to submit your application and join our team of live event enthusiasts!
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