Experienced Customer Experience Representative (Nights and Weekends) Full-Time Position at arenaflex

At arenaflex, we're passionate about delivering exceptional experiences for our customers, and we're looking for a talented Customer Experience Representative to join our best-in-class team. As a Customer Experience Representative, you'll play a critical role in connecting our VIP customers to the events that excite them, providing top-notch support via phone, chat, and email. 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.

About arenaflex

arenaflex is a leading provider of ticket marketplaces, and we're proud to have been voted best Customer Service two years in a row by Newsweek. Our team is dedicated to creating exceptional experiences from the point of purchase until our customers enter the gates. We're committed to delivering a best-in-class customer experience, and we're looking for talented individuals who share our passion for excellence.

How Your Role Contributes to the Success of arenaflex

As a Customer Experience 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 Customer Experience Representative in the First 30, 90, and 180 Days In the first 30 days, you'll:

• 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

In the next 90 days, you'll:

• 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

In the next 180 days, you'll:

• 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

* Work experience in customer service in retail or service-related industry

• Computer proficiency, including 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

* The first 3 weeks of employment are Monday-Friday 8:30am-5:00pm for training. Training is paid.

• Schedule:

+ 3:30pm-12:00am with Thursday/Friday off + Hybrid model, not fully remote. 3 days in office and 2 days at home

Bonus & Overtime Eligibility

* $40,000 base salary with overtime eligibility, Bi-Annual bonuses, annual equity grant

• Any hours worked over 40/week are overtime eligible

What You'll Get at arenaflex

* 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 are looking for a challenging and rewarding role, we encourage you to apply. Join our team at arenaflex and be a part of creating unforgettable experiences for our customers.

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