Email/Chat/Phone Specialist (Nights and Weekends) – Live Event Experience Expert

At arenaflex, we're passionate about creating unforgettable experiences for our customers, and we're looking for a talented Email/Chat/Phone Specialist (Nights and Weekends) to join our team. As a key member of our customer experience team, you'll have the opportunity to engage with hundreds of customers who share our love for live events. If you're a team player with a passion for delivering exceptional customer service, we want to hear from you.

About arenaflex

arenaflex is a leading provider of live event experiences, connecting fans with the events they love. Our mission is to create memorable experiences for all of our customers from the point of purchase until they enter the gates. We pride ourselves on our commitment to customer satisfaction, and we're looking for a dedicated and enthusiastic individual to join our team.

The Opportunity

As an Email/Chat/Phone Specialist (Nights and Weekends) at arenaflex, you'll be on the front lines of representing our brand, helping to ensure that our fans get the right seats at the right price. You'll provide proactive, friendly, and high-quality service to our customers, answering questions about purchases, active orders, inventory, and upcoming events. You'll also utilize internal and external technology to manage order fulfillment, making connections with our customers and troubleshooting technical concerns.

Key Responsibilities

* Handle customer contacts, promptly and professionally, via phone, email, and live chat

• Answer questions about purchases, orders, inventory, and upcoming events
• Support our customers proactively, utilizing internal and external technology to manage order fulfillment
• Be a team player and contribute to culture and growth
• Create memorable experiences with customers who share our love for live events
• Utilize Zendesk or similar help desk software to manage customer interactions

Career Progression

As a Call Center Associate, your role expectations will progress as follows:

• 30 days in: 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've learned from observing and listening to their emails and calls.
• 90 days in: 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: 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 Thursday/Friday off

• 1:30pm-10:00pm Monday/Tuesday off
• Hybrid schedule with 3 days in office and 2 days remote

Compensation and Benefits

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

• Training is fully paid
• 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

Why Join arenaflex?

At arenaflex, we're passionate about creating unforgettable experiences for our customers. We're a team of dedicated and enthusiastic individuals who are committed to delivering exceptional customer service. If you're a team player with a passion for live events, we want to hear from you. Join our team and be part of creating memorable experiences for our customers.

How to Apply

If you're ready to take your customer service skills to the next level and join a team that's passionate about live events, apply now! Apply for this job