Introduction to arenaflex
Imagine being part of a dynamic team that shares your passion for live events, from the thrill of sports and concerts to the magic of theatre performances. At arenaflex, we pride ourselves on creating unforgettable experiences for our customers, from the moment they purchase their tickets to the excitement of the event itself. As a leader in the live events industry, we are dedicated to providing exceptional customer service, ensuring that every interaction with our brand is nothing short of memorable.
Job Overview
We are seeking an experienced and enthusiastic Email/Chat/Phone Specialist to join our team, working nights and weekends to provide top-notch support to our customers. As the face of arenaflex, you will be responsible for delivering proactive, friendly, and high-quality service, addressing customer inquiries, resolving issues, and fostering a sense of community among our fans. If you are passionate about live events and have a knack for providing exceptional customer service, we want to hear from you!
Key Responsibilities
- Handle customer contacts promptly and professionally via phone, email, and live chat, ensuring that every interaction is positive and memorable.
- Answer questions about purchases, active orders, inventory, and upcoming events, utilizing internal and external technology to manage order fulfillment.
- Support our customers proactively, troubleshooting technical concerns, and addressing any issues that may arise.
- Utilize internal and external technology to manage order fulfillment, ensuring that our customers receive their tickets on time and in the right condition.
- Be a team player, contributing to our culture and growth, and collaborating with colleagues to achieve our business objectives.
- Create memorable experiences for our customers, who share our love for live events, and foster a sense of community among our fans.
Role Expectations and Progression
As a Call Center Associate at arenaflex, your role expectations will progress over time, with key milestones at 30, 90, and 180 days. Here's what you can expect:
- 30 days in: Complete new hire orientation, gain the resources you need to be successful, and learn how ticket marketplaces operate. Acclimate to team and company norms, business objectives, and arenaflex values. Gain access to and familiarize yourself with our accounts and internal systems, and shadow teammates to learn from their experiences.
- 90 days in: Perform core responsibilities comfortably on your own, maintain and harvest internal and external relationships, and contribute to our approaches, methods, or technologies to support overall business goals. Understand service level expectations, KPIs, and other metrics to watch for, and start to make a meaningful impact on our team's performance.
- 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, and handle front-line customer escalations and follow-ups. Feel empowered to participate in extracurricular projects that will contribute to the success of the organization, and take on additional responsibilities to drive growth and improvement.
Essential Qualifications
- 1-2 years of customer service experience via phone, email, and live chat, with a proven track record of delivering exceptional service.
- Team player mentality and drive to contribute to culture and growth, with a strong sense of curiosity and a keenness to improve upon your work.
- Passion for live events (sports, concerts, or theatre), with a deep understanding of what makes our customers tick.
- Flexible schedule to work evenings, weekends, and holidays, with a willingness to adapt to changing circumstances and priorities.
- Excellent verbal and written communication skills, with the ability to articulate complex ideas in a clear and concise manner.
- Experience with Zendesk or similar help desk software, with a strong technical aptitude and a willingness to learn new systems and tools.
Preferred Qualifications
- Previous experience working in a call center or customer service environment, with a strong understanding of the challenges and opportunities that come with this type of role.
- Knowledge of the live events industry, with a deep understanding of the ticketing process and the needs of our customers.
- Experience with CRM software or other customer service platforms, with a strong analytical mindset and a willingness to use data to drive decision-making.
- Strong problem-solving skills, with the ability to think critically and outside the box to resolve complex customer issues.
- Ability to work in a fast-paced environment, with a strong sense of urgency and a willingness to adapt to changing circumstances and priorities.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees, with a range of opportunities for career advancement and professional development. As an Email/Chat/Phone Specialist, you will have access to:
- Comprehensive training programs, designed to help you develop the skills and knowledge you need to succeed in your role.
- Ongoing coaching and feedback, with regular check-ins and performance reviews to help you stay on track and achieve your goals.
- Opportunities for career advancement, with a clear path for progression and a range of roles to aspire to.
- A culture of continuous learning, with a strong emphasis on innovation and experimentation, and a willingness to try new things and take calculated risks.
Work Environment and Company Culture
At arenaflex, we pride ourselves on our dynamic and supportive work environment, with a range of perks and benefits designed to make your work-life balance easier to manage. As an Email/Chat/Phone Specialist, you will enjoy:
- A hybrid schedule, with 3 days in the office and 2 days remote, allowing you to work from the comfort of your own home and enjoy a better work-life balance.
- A range of employee benefits, including competitive compensation, bonus incentives, and equity, as well as FLEX PTO, mental health days, and medical, dental, and vision insurance.
- A fun and dynamic work environment, with a range of social events and activities designed to bring our team together and foster a sense of community.
- A culture of recognition and reward, with regular celebrations and acknowledgments of our employees' achievements and contributions.
Compensation, Perks, and Benefits
As an Email/Chat/Phone Specialist at arenaflex, you will enjoy a range of perks and benefits, including:
- A competitive base salary of $40,000, with bi-annual bonuses and equity, and opportunities for career advancement and professional development.
- A range of employee benefits, including FLEX PTO, mental health days, and medical, dental, and vision insurance, as well as 401K matching and monthly credits and discounts for attending live events.
- A hybrid working model, with 3 days in the office and 2 days remote, allowing you to work from the comfort of your own home and enjoy a better work-life balance.
- A fun and dynamic work environment, with a range of social events and activities designed to bring our team together and foster a sense of community.
Conclusion
If you are a motivated and enthusiastic customer service professional, with a passion for live events and a drive to deliver exceptional service, we want to hear from you! As an Email/Chat/Phone Specialist at arenaflex, you will have the opportunity to join a dynamic and supportive team, with a range of perks and benefits designed to make your work-life balance easier to manage. Apply now to take the first step in your career with arenaflex, and start creating unforgettable experiences for our customers today!
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