At arenaflex, we're passionate about delivering exceptional experiences for our customers and sellers. As a Customer Service Representative on our Expedited Resolutions Team, you'll play a critical role in connecting our VIP customers to the events that excite them. If you're energized by solving unique issues, sharing your technical expertise, and handling multiple tasks effectively and efficiently, we want to hear from you.
**The Opportunity**
arenaflex has been voted best Customer Service two years in a row by Newsweek, and we're looking for talented individuals to join our team. As a Customer Service Representative, you'll serve as the primary point of contact for high-level customer inquiries via phone, chat, and email. You'll have the opportunity to work with hundreds of customers and sellers, developing and presenting solutions to fan issues efficiently and effectively.
**How Your Role Contributes to the Success of arenaflex**
As a Customer Service Representative, you'll be responsible for:
* Maintaining excellent customer experience with tone, empathy, confidence, and attention to detail
* Developing and presenting solutions to fan issues efficiently and effectively
* Updating internal order notes appropriately and ensuring proper procedures are followed during all fan and seller interactions
* Maintaining thorough knowledge of company values, processes, and policies to ensure proper exchanging of information, order replacements, refunds, credits, etc.
* Utilizing empathy and professionalism in every interaction to deliver a best-in-class customer experience
**How Your Role Expectations Will Progress as a Expedited Resolutions Team Associate (Customer Service Representative)**
As you progress in your role, 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 fans and sellers
* Acclimate to team and company norms, business objectives, and arenaflex's values
* Understand the flow of buyer orders and entry-level call inquiries
* Become familiar with company policies and processes
* Navigate and resolve non-complex calls
* Complete training with a complete understanding of how this role plays an important part in lowering customer anxiety
90 Days In:
* Contribute to our approaches, methods, and technologies to support overall business goals, drive team efficiencies, and reduce customer anxiety
* Maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives
* Exhibit deep understanding and application of industry and company processes, including replacing ticket inventory, and navigating escalated contacts
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
* Competent on industry nuances and company policies
* Manage highly complex, escalated, and high-value contacts without guidance
* Ingrained as a key player of the team who runs autonomously throughout day-to-day responsibilities
**What You'll Bring**
To succeed in this role, you'll need:
* Work experience in customer service in retail or service-related industry
* Computer proficiency, including the ability to maintain 50+ WPM typing speed and to efficiently operate basic PC/web browser functionality
* Excellent empathy, confidence, and patience
* Written communication skills with an aptitude for grammar and spelling accuracy
* Capable of multitasking in a fast-paced environment
* Self-reliant and ability to work with minimum supervision
* Research skills to troubleshoot customer issues
* Willing to be flexible in work hours where needed
* Genuine interest in live events, sports, and entertainment
**Work Schedule**
As a Customer Service Representative, you'll work a hybrid schedule, with 3 days in the office and 2 days at home. Your hours will be:
* 3:30pm-12:00am
* Schedule: Thurs/Fri, Sun/Mon, or Sun/Wed off
* The first 2 weeks of employment are Monday-Friday 9-6 for training. Training is paid.
**Bonus & Overtime Eligibility**
As a Customer Service Representative, you'll be eligible for:
* $40,000 base salary with overtime eligibility
* Bi-Annual bonuses
* Annual equity grant
* Any hours worked over 40/week are overtime eligible
**At arenaflex, You'll:**
* See your favorite live events and performers on us!
* Work in a hybrid environment that provides the option to split time between your home and a brand-new, perk-filled office space
* Balance personal life and professional responsibilities with Flexible PTO, Mental Health Days, Floating Holidays, and Wellness programs
* Earn additional income through bonus incentives
* Save for your future through 401K Matching
If you're passionate about delivering exceptional customer experiences and have a genuine interest in live events, sports, and entertainment, we want to hear from you. Apply now to join our Expedited Resolutions Team as a Customer Service Representative!
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