At arenaflex, we're passionate about creating unforgettable experiences for our customers. As an Email/Chat/Phone Specialist (Nights and Weekends), you'll be at the forefront of delivering exceptional customer service, ensuring that our fans get the right seats at the right price. If you're a team player with a passion for live events and a knack for problem-solving, we want to hear from you.
**The Opportunity**
As a key member of our Customer Experience team, you'll have the opportunity to engage with hundreds of customers every night and weekend, providing proactive, friendly, and high-quality service. You'll be the face of arenaflex, representing our brand and values to our customers. Whether you're troubleshooting technical issues or answering questions about events or our services, you'll be making a real difference in our customers' experiences.
**How Your Role Contributes to the Success of arenaflex**
As an Email/Chat/Phone Specialist (Nights and Weekends), your role is crucial to the success of arenaflex. Here are some key responsibilities:
* Handle customer contacts promptly and professionally, providing timely and effective solutions to their queries.
* Answer questions about purchases, orders, inventory, and upcoming events, ensuring that our customers have a seamless experience.
* Support our customers proactively via phone, email, and live chat, providing personalized service and building strong relationships.
* Utilize internal and external technology to manage order fulfillment, ensuring that our customers receive their tickets on time.
* Be a team player, contributing to our culture and growth by sharing knowledge, ideas, and best practices with your colleagues.
* Create memorable experiences with customers who share our love for live events, exceeding their expectations and building loyalty.
**How Your Role Expectations Will Progress as a Call Center Associate in the First 30, 90, and 180 Days**
As you progress in your role, you can expect the following:
* **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**
To succeed in this role, you'll need:
* 1-2 years of customer service experience via phone, email, and live chat.
* A team player mentality and drive to contribute to culture and growth.
* A 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), you'll work a hybrid schedule with 3 days in office and 2 days remote following training. Your schedule will be:
* 1:30pm-10:00pm Monday/Tuesday off
* Hybrid schedule with 3 days in office and 2 days remote following training.
* Training will be first 3 weeks all in office Monday-Friday 8:30am-5:00pm.
**Compensation**
As a valued member of our team, you'll receive:
* $40,000 base salary with bi-annual bonuses and equity.
* Training is fully paid.
* Opportunities for career growth and professional development.
**Benefits**
At arenaflex, we're committed to providing a comprehensive benefits package that supports your physical, mental, and financial well-being. You'll enjoy:
* 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.
**Ready to Join the arenaflex Team?**
If you're passionate about delivering exceptional customer service and creating unforgettable experiences for our customers, we want to hear from you. Apply now to become an Email/Chat/Phone Specialist (Nights and Weekends) at arenaflex.
Apply Now