Experienced Customer Service Coordinator – Pop Culture Event Experience

As a Customer Service Coordinator at arenaflex, you'll be the driving force behind delivering exceptional experiences for our fans at the world's largest pop-culture events. With a passion for customer service and a knack for problem-solving, you'll be the go-to person for resolving issues, providing solutions, and making magic happen. If you're a team player with a positive attitude, a strong work ethic, and a love for all things pop culture, 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. As a member of the FTSE 100, we're committed to connecting our customers to information and people that help them know more, do more, and be more. With a portfolio of over 800 events each year, digital platforms, and professional development programs, we're the go-to destination for fans and professionals alike.

The Role

As a Customer Service Coordinator, you'll 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'll provide remote support for various events as needed. We're 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

Additional Information

* Why work at arenaflex? We work hard to make sure Life at arenaflex is rewarding, supportive, and enjoyable for everyone. Here's some of what you can expect when you join us: + Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive, and we support a range of working patterns + Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day, and active diversity and inclusion networks + Broader impact: take up to four days per year to volunteer, with charity match funding available too + Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms, and on-demand access to thousands of courses on LinkedIn Learning + Time out: 15 days PTO rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day, and the chance to work from (almost!) anywhere for up to four weeks a year + Competitive benefits, including a 401k match, health, vision, and dental insurance, parental leave, and an ESPP offering company shares at a minimum 15% discount + Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app, and more + Recognition for great work, with global awards and kudos programs + As an international company, the chance to collaborate with teams around the world

• We're not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in, and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.
• At arenaflex, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law.

What We Offer

* Competitive salary range: $45,000 - $50,000 per year

• Opportunity to work with a global business with a network of trusted brands
• Flexible working arrangements, including remote work options
• Comprehensive benefits package, including health, vision, and dental insurance, parental leave, and an ESPP offering company shares at a minimum 15% discount
• Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app, and more
• Recognition for great work, with global awards and kudos programs
• As an international company, the chance to collaborate with teams around the world

How to Apply

If you're a motivated and customer-focused individual with a passion for pop culture, 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 and explore how you can join our dynamic team! Apply for this job