Introduction to blithequark and the Role
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 memorable and satisfying. We are now seeking an experienced and enthusiastic Email/Chat/Phone Specialist to join our team, working nights and weekends to deliver top-notch support to our valued customers.
This role is an exciting opportunity for a customer-focused individual to be at the forefront of our customer experience, engaging with hundreds of fans who share our passion for live events. As a representative of blithequark, you will be responsible for providing proactive, friendly, and high-quality service, addressing customer inquiries, resolving issues, and ensuring that every interaction is nothing short of exceptional.
Key Responsibilities
As an Email/Chat/Phone Specialist at blithequark, your primary focus will be on delivering outstanding customer service, ensuring that our customers receive the right support at the right time. Your key responsibilities will include:
- Handling customer contacts promptly and professionally via phone, email, and live chat
- Answering questions about purchases, active orders, inventory, and upcoming events
- Utilizing internal and external technology to manage order fulfillment and resolve customer issues
- Supporting our customers proactively, addressing their concerns, and providing personalized solutions
- Being a team player, contributing to our culture and growth, and collaborating with colleagues to achieve shared goals
- Creating memorable experiences for our customers, who share our love for live events, and ensuring that every interaction with blithequark is positive and engaging
Role Expectations and Progression
As you grow and develop in your role, we expect you to make significant contributions to the success of blithequark. Here's an overview of what you can expect in your 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, our business operations, and how you'll contribute to delivering great experiences for our customers
- Acclimate to our team and company norms, business objectives, and values
- Gain access to and familiarize yourself with our internal systems, tools, and technology
- Shadow teammates, observe, and learn from their interactions with customers
90 Days In
- Perform core responsibilities comfortably and independently, with a focus on delivering exceptional customer service
- Maintain and develop internal and external relationships, driving progress and advancing business objectives
- Contribute to our approaches, methods, and technologies, supporting overall business goals and driving team efficiencies
- Understand service level expectations, KPIs, and other metrics that measure our success
180 Days In
- Apply your skills and knowledge to execute individual tasks that positively impact the team and the business
- Play an active role in continued learning, advancing your skill sets, and contributing to team goals
- Handle front-line customer escalations and follow-ups, resolving issues promptly and professionally
- Feel empowered to participate in extracurricular projects that contribute to the success of blithequark
Essential and Preferred Qualifications
To be successful in this role, you'll need:
- 1-2 years of customer service experience via phone, email, and live chat
- A team player mentality, with a drive to contribute to our culture and growth
- A sense of curiosity, with a keenness to ask questions, learn, and improve
- A passion for live events, such as sports, concerts, or theatre
- A flexible schedule, with the ability to work evenings, weekends, and holidays
- Excellent verbal and written communication skills, with the ability to articulate complex information clearly and concisely
- Experience with Zendesk or similar help desk software is an asset
Preferred qualifications include:
- Previous experience in a call center or customer service environment
- Knowledge of the ticketing industry or live events sector
- Experience with CRM software or other customer relationship management tools
Skills and Competencies
To excel in this role, you'll need to possess:
- Strong communication and interpersonal skills, with the ability to build rapport with customers and colleagues
- Excellent problem-solving and conflict resolution skills, with the ability to think critically and creatively
- A customer-centric approach, with a focus on delivering exceptional service and ensuring customer satisfaction
- Strong technical skills, with the ability to learn and adapt to new software and systems
- A positive and proactive attitude, with a willingness to learn, grow, and develop in your role
Career Growth Opportunities and Learning Benefits
At blithequark, we're committed to the growth and development of our employees. As an Email/Chat/Phone Specialist, you'll have access to:
- Comprehensive training programs, designed to help you develop your skills and knowledge
- Ongoing coaching and feedback, to support your growth and development
- Opportunities for career advancement, with a focus on promoting from within
- A collaborative and dynamic work environment, with a team of experienced professionals who are passionate about delivering exceptional customer service
Work Environment and Company Culture
At blithequark, we pride ourselves on our positive and inclusive company culture. As an employee, you can expect:
- A hybrid work schedule, with a mix of in-office and remote work
- A dynamic and collaborative work environment, with a team of experienced professionals who are passionate about delivering exceptional customer service
- Access to a range of employee benefits, including flexible PTO, mental health days, and medical, dental, and vision insurance
- A commitment to diversity, equity, and inclusion, with a focus on creating a workplace that is welcoming and inclusive for all employees
Compensation, Perks, and Benefits
As an Email/Chat/Phone Specialist at blithequark, you can expect:
- A competitive base salary, with bi-annual bonuses and equity
- A comprehensive benefits package, including medical, dental, and vision insurance, 401K matching, and flexible PTO
- Access to a range of perks and discounts, including monthly credits and discounts for attending live events
- A hybrid working model, with a mix of in-office and remote work
Conclusion
If you're a customer-focused individual with a passion for live events, we encourage you to apply for this exciting opportunity to join our team at blithequark. As an Email/Chat/Phone Specialist, you'll play a critical role in delivering exceptional customer service, ensuring that every interaction with our brand is memorable and satisfying. With a competitive compensation package, comprehensive benefits, and a commitment to growth and development, this is an opportunity you won't want to miss. Apply now to join our team and start creating unforgettable experiences for our customers!
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