Email/Chat/Phone Specialist (Nights and Weekends) at arenaflex

Join arenaflex, a leading ticket marketplace, as an Email/Chat/Phone Specialist (Nights and Weekends) and be part of a dynamic team that creates unforgettable experiences for live event enthusiasts. As a key member of our customer experience team, you will be the face of arenaflex, providing top-notch support to our customers through various communication channels, including email, chat, and phone.

The Opportunity

At arenaflex, we pride ourselves on delivering exceptional customer experiences that go beyond just ticket sales. Our team is passionate about live events, and we're looking for like-minded individuals who share our enthusiasm. As an Email/Chat/Phone Specialist, you will be responsible for handling customer inquiries, resolving issues, and providing proactive support to ensure our customers have an amazing experience with arenaflex.

How Your Role Contributes to the Success of arenaflex

As an Email/Chat/Phone Specialist, you will play a critical role in ensuring the success of arenaflex by:

• Handling customer contacts promptly and professionally, providing timely and accurate responses to their inquiries
• Answering questions about purchases, orders, inventory, and upcoming events, utilizing internal and external technology to manage order fulfillment
• Supporting customers proactively via phone, email, and live chat, resolving issues and providing solutions to their problems
• Collaborating with the team to create memorable experiences for our customers, who share our passion for live events
• Contributing to the growth and culture of arenaflex, by being a team player and participating in ongoing learning and development opportunities

How Your Role Expectations Will Progress as a Call Center Associate in the First 30, 90, and 180 Days

30 Days In

* Complete new hire orientation, gaining the resources you need to be successful in your role

• 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, with minimal supervision

• 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

* 1-2 years of customer service experience via phone, email, and live chat

• Team player mentality and drive to contribute to culture and growth
• 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

* 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

* $40,000 base salary with bi-annual bonuses and equity

• Training is fully paid

Benefits

* arenaflex provides 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. If you're passionate about live events and providing exceptional customer experiences, we encourage you to apply for this exciting opportunity to join the arenaflex team. Apply for this job