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

Join the arenaflex Team and Deliver Exceptional Customer Experiences

Are you passionate about delivering top-notch customer service and creating unforgettable experiences for fans and sellers alike? Do you thrive in a fast-paced environment where no two interactions are ever the same? If so, we want to hear from you! As a Customer Experience Representative at arenaflex, you will play a critical role in connecting our VIP customers to the events that excite them. With a focus on empathy, confidence, and professionalism, you will be the primary point of contact for high-level customer inquiries via phone, chat, and email.

About arenaflex

arenaflex is a leading provider of ticket marketplaces, dedicated to creating exceptional experiences for fans and sellers. With a commitment to excellence, we have been voted the best customer service provider two years in a row by Newsweek. Our team is passionate about delivering best-in-class customer experiences, and we're looking for talented individuals like you to join our ranks.

Key Responsibilities

As a Customer Experience Representative at arenaflex, you will 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

Career Progression

As a Customer Experience Representative at arenaflex, you can expect your role to progress in the following ways:

• 30 days in: Complete new hire orientation, learn how ticket marketplaces operate, acclimate to team and company norms, and become familiar with company policies and processes.
• 90 days in: Contribute to 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.
• 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 manage highly complex, escalated, and high-value contacts without guidance.

What You'll Bring

To succeed in this role, you will need:

• 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

As a Customer Experience Representative at arenaflex, you can expect a hybrid work schedule that includes:

• 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

As a Customer Experience Representative at arenaflex, you will 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

Benefits at arenaflex

At arenaflex, you'll enjoy a range of benefits that support your personal and professional growth, including:

• 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

Ready to Join the arenaflex Team?

If you're passionate about delivering exceptional customer experiences and creating unforgettable moments for fans and sellers, we want to hear from you! Apply now to become a Customer Experience Representative at arenaflex and join a team that's dedicated to excellence. Apply Job! Apply for this job