Experienced Customer Service Representative – Email, Chat, and Phone Support Specialist for Live Events Enthusiasts at arenaflex

Introduction to arenaflex and the Role

arenaflex is a leading provider of exceptional customer experiences in the live events industry, dedicated to creating memorable moments for fans from the point of purchase to the event itself. As an Email/Chat/Phone Specialist (Nights and Weekends) at arenaflex, you will be at the forefront of representing our brand, ensuring that our customers receive the highest quality service and support. This role is perfect for individuals who are passionate about live events, such as sports, concerts, or theatre, and are eager to provide proactive, friendly, and high-quality service to our customers.

Key Responsibilities

In this role, you will be responsible for handling customer contacts in a prompt and professional manner, answering questions about purchases, orders, inventory, and upcoming events. You will utilize internal and external technology to manage order fulfillment and provide support to our customers via phone, email, and live chat. As a team player, you will contribute to the culture and growth of arenaflex, creating memorable experiences for customers who share our love for live events. Some of the key responsibilities include:

• Handling customer contacts, promptly and professionally, via phone, email, and live chat
• Answering questions about purchases, orders, inventory, and upcoming events
• Utilizing internal and external technology to manage order fulfillment
• Supporting our customers proactively and providing high-quality service
• Contributing to the culture and growth of arenaflex as a team player
• Creating memorable experiences for customers who share our love for live events

Role Expectations and Progression

As a Call Center Associate at arenaflex, your role expectations will progress over time. Here's an overview of what you can expect in the first 30, 90, and 180 days:

30 Days In

In the first 30 days, you will:

• Complete new hire orientation, gaining the resources you need to be successful
• 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 have learned from observing and listening to their emails and calls

90 Days In

By the 90-day mark, you will:

• Perform core responsibilities comfortably on your own
• 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

After 180 days, you will:

• 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

Essential and Preferred Qualifications

To be successful in this role, you will need:

• 1-2 years of customer service experience via phone, email, and live chat
• A team player mentality and drive to contribute to culture and growth
• A sense of curiosity to ask questions and keenness to improve upon work
• A passion for live events (sports, concerts, or theatre)
• A flexible schedule to work evenings, weekends, and holidays
• Excellent verbal and written communication skills
• Experience with Zendesk or similar help desk software (preferred)

Skills and Competencies

In addition to the essential and preferred qualifications, you will need to possess certain skills and competencies to succeed in this role, including:

• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously
• Problem-solving and conflict resolution skills
• Ability to work independently and as part of a team
• Adaptability and flexibility in a rapidly changing environment

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Call Center Associate, you will have access to training and development opportunities to help you advance your skills and career. You will also have the opportunity to participate in extracurricular projects and contribute to the success of the organization.

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced work environment that values teamwork, innovation, and customer satisfaction. Our company culture is built on a passion for live events and a commitment to creating memorable experiences for our customers. We offer a hybrid working model, with 3 days in the office and 2 days remote, as well as a range of benefits and perks to support your well-being and career growth.

Compensation, Perks, and Benefits

As a Call Center Associate at arenaflex, you will receive a competitive compensation package, including:

• A base salary of $40,000
• Bi-annual bonuses and equity
• Fully paid training
• Flexible PTO and mental health days
• Medical, dental, and vision insurance
• 401K matching
• Monthly credits and discounts for attending live events
• A range of additional workplace perks

Conclusion

If you are a motivated and customer-focused individual who is passionate about live events, we encourage you to apply for the Email/Chat/Phone Specialist (Nights and Weekends) role at arenaflex. As a member of our team, you will have the opportunity to create memorable experiences for our customers, contribute to the growth and success of our organization, and advance your skills and career. Apply now to join our dynamic and fast-paced team and start your journey with arenaflex today!