Experienced Customer Service Coordinator – Pop Culture Event Experience

As a Customer Service Coordinator at arenaflex, you will be the face of our company, ensuring that our attendees have exceptional experiences at our pop culture events. This is a unique opportunity to join a dynamic team and make a real impact on the lives of our fans. If you're passionate about delivering outstanding customer service, have a keen eye for detail, and are not afraid to think outside the box, we want to hear from you.

About arenaflex

arenaflex is a global business with a network of trusted brands in specialist markets across more than 30 countries. We're part of the FTSE 100 and our purpose is to connect our customers to information and people that help them know more, do more and be more. We run around 800 events each year, create digital platforms based on engaging news and information content, and operate professional development programmes for individuals and businesses.

Our Mission

Our mission is to deliver the ultimate fan experience through our growing portfolio of events, which includes MEGACON Orlando, FAN EXPO Dallas, FAN EXPO Boston, FAN EXPO Denver, FAN EXPO San Francisco, FAN EXPO Canada, Calgary Comics & Entertainment Expo, FAN EXPO Vancouver, FAN EXPO Chicago, FAN EXPO New Orleans, FAN EXPO Philadelphia, FAN EXPO Cleveland, FAN EXPO Portland, VidCon, and more.

Job Description

As a Customer Service Coordinator, you will play a vital role in ensuring our attendees have exceptional experiences. This remote position offers the flexibility of working from home while requiring on-site presence at select events throughout the year. Additionally, you will provide remote support for various events as needed. We are seeking a dedicated individual based in the United States who is ready to contribute to our dynamic team.

Key Responsibilities

* Deliver outstanding service via email and in-person interactions to provide the ultimate fan experience.

• Be prepared to travel to see our shows in action and provide on-site customer service as needed.
• Collaborate closely with the Operations and Marketing Departments to resolve customer and ticketing issues.
• Work with the Marketing team and ticket platform provider to identify and implement enhancements and new initiatives to improve the fan experience.
• Provide appropriate solutions and alternatives within time limits, ensuring follow-up and escalation when necessary.
• Assist with the placement of orders, refunds, upgrades, or exchanges.
• Manage a large volume of incoming emails and advise on company/show information.
• Offer assistance and propose options for accessibility requests.
• Keep accurate records of customer interactions and file necessary documents.
• Follow communication procedures, guidelines, and policies.
• Compile reports on overall customer satisfaction, ticketing, and other relevant areas as required.
• Assist with admission ticket builds and Will Call requests.
• Support the RFID badge ordering and fulfillment process.
• Bring new ideas, problem-solve, and support the execution of initiatives to enhance our evolving shows across the portfolio.
• Continuously contribute to the ongoing improvement of the overall FAN EXPO experience.
• Other duties as required.

Qualifications

* Proven experience in a customer service role, preferably within the events industry.

• Strong communication skills, both written and verbal.
• Ability to work independently and manage time effectively in a remote environment.
• Willingness to travel and be on-site at select events throughout the year.
• Proficient in using customer service software and other relevant tools, such as Zendesk, Word, and Excel.
• Exceptional problem-solving skills and attention to detail.
• Positive attitude, strong work ethic, and team player.
• Located in the United States.

Essential Skills and Competencies

* Excellent communication and interpersonal skills.

• Ability to work in a fast-paced environment and prioritize tasks effectively.
• Strong problem-solving and analytical skills.
• Proficient in using customer service software and other relevant tools.
• Ability to work independently and manage time effectively in a remote environment.
• Strong attention to detail and organizational skills.
• Ability to travel and be on-site at select events throughout the year.

Preferred Qualifications

* Experience working in the events industry.

• Knowledge of customer service software and other relevant tools.
• Experience working in a remote environment.
• Ability to speak multiple languages.

Career Growth Opportunities and Learning Benefits

* Opportunities for professional development and growth within the company.

• Access to training and development programs to enhance skills and knowledge.
• Collaborative and dynamic work environment.
• Recognition and rewards for outstanding performance.
• Opportunities for advancement and career growth.

Work Environment and Company Culture

* arenaflex is a global business with a network of trusted brands in specialist markets across more than 30 countries.

• We're part of the FTSE 100 and our purpose is to connect our customers to information and people that help them know more, do more and be more.
• We run around 800 events each year, create digital platforms based on engaging news and information content, and operate professional development programmes for individuals and businesses.
• Our company culture is built on the values of innovation, collaboration, and customer focus.
• We're committed to creating a diverse and inclusive work environment that values and respects all employees.

Compensation, Perks, and Benefits

* Competitive salary range of $45,000 - $50,000 per annum.

• Comprehensive benefits package, including health, vision, and dental insurance.
• 401(k) match and other retirement savings options.
• Paid time off and holidays.
• Opportunities for professional development and growth within the company.
• Recognition and rewards for outstanding performance.

How to Apply

If you're passionate about delivering outstanding customer service and have a keen eye for detail, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Equal Opportunities Employer

arenaflex is an equal opportunities employer and welcomes applications from all qualified candidates. We're committed to creating a diverse and inclusive work environment that values and respects all employees. Apply for this job