Experienced Customer Service Representative (Nights and Weekends) – Delivering Exceptional Experiences for Vivid Seats' VIP Customers

Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments where no two interactions are ever the same? If so, we invite you to join the Expedited Resolutions Team at blithequark, where you'll have the opportunity to make a meaningful impact on the lives of our VIP customers. As a Customer Service Representative, you'll be the primary point of contact for high-level customer inquiries via phone, chat, and email. With empathy, confidence, and professionalism, you'll play a critical role in connecting our customers to the events that excite them. Our team is dedicated to creating exceptional experiences from the point of purchase until our customers enter the gates, and we're looking for talented individuals like you to join our ranks.

About blithequark

blithequark is a leading provider of ticketing solutions, and we're proud to have been voted the best customer service team two years in a row by Newsweek. Our commitment to delivering exceptional experiences is at the heart of everything we do, and we're passionate about creating a workplace culture that reflects this value. As a member of our team, you'll have the opportunity to work with a talented group of professionals who share your passion for customer service and live events.

Key Responsibilities

As a Customer Service Representative, your key responsibilities will include:

• Maintaining excellent customer experience with tone, empathy, confidence, and attention to detail
• Developing and presenting solutions to customer issues efficiently and effectively
• Updating internal order notes appropriately and ensuring proper procedures are followed during all customer 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

Role Expectations

As a member of the Expedited Resolutions Team, your role expectations will progress as follows:

• 30 days in: Complete new hire orientation, learn how ticket marketplaces operate, and acclimate to team and company norms, business objectives, and blithequark's values. Understand the flow of buyer orders and entry-level call inquiries, become familiar with company policies and processes, and navigate and resolve non-complex calls.
• 90 days in: 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 a deep understanding and application of industry and company processes, including replacing ticket inventory, and navigating escalated contacts.
• 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. 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

To succeed in this role, you'll need to bring the following skills and qualities:

• 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 Service Representative, you'll work a hybrid schedule that includes:

• The first 2 weeks of employment are Monday-Friday 9-6 for training. Training is paid.
• Schedule: Thurs/Fri, Sun/Mon, or Sun/Wed off
• Hours are: 3:30pm-12:00am
• Hybrid model, not fully remote. 3 days in office and 2 days at home

Bonus & Overtime Eligibility

As a member of our team, you'll 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

What You'll Get

As a member of blithequark's team, you'll enjoy:

• Seeing your favorite live events and performers on us!
• Working in a hybrid environment that provides the option to split time between your home and a brand new, perk-filled office space
• Balancing personal life and professional responsibilities with Flexible PTO, Mental Health Days, Floating Holidays, and Wellness programs
• Earning additional income through bonus incentives
• Saving for your future through 401K Matching

How to Apply

If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we invite you to apply. Please visit our website to learn more about our team and submit your application. We can't wait to hear from you! Apply for this job