Email/Chat/Phone Specialist (Nights and Weekends) – Join arenaflex's Dynamic Customer Experience Team

At arenaflex, we're passionate about creating unforgettable experiences for our customers, and we're looking for a talented Email/Chat/Phone Specialist to join our dynamic customer experience team. As a key member of our team, you'll have the opportunity to engage with hundreds of customers over a shared passion for live events, providing proactive, friendly, and high-quality service to arenaflex's fans.

About arenaflex

arenaflex is a leading platform for live event enthusiasts, offering a vast selection of tickets to concerts, sports, and theater events. 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 passionate individual to join our team.

Your Role in arenaflex's Success

As an Email/Chat/Phone Specialist, you'll be on the front lines of representing the arenaflex brand, helping to ensure that our fans get the right seats at the right price. Your key responsibilities will include:

• Handling customer contacts, promptly and professionally, via phone, email, and live chat
• Answering questions about purchases, orders, inventory, and upcoming events
• Supporting our customers proactively via phone, email, and live chat
• Utilizing internal and external technology to manage order fulfillment
• Being a team player and contributing to culture and growth
• Creating memorable experiences with customers who share our love for live events

How Your Role Will Progress

As a Call Center Associate in the first 30, 90, and 180 days, 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 have 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

To succeed in this role, you'll 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
• Passion for live events (sports, concerts, or theater)
• Flexible schedule to work evenings, weekends, and holidays
• Excellent verbal and written communication skills
• Experience with Zendesk or similar help desk software

Schedule

Our flexible schedule allows for a great work-life balance:

• 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

arenaflex offers a competitive compensation package, including:

• $40,000 base salary with bi-annual bonuses and equity
• Fully paid training
• 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

Join arenaflex's Dynamic Customer Experience Team

If you're passionate about live events and customer experience, we encourage you to apply for this exciting opportunity. Join our dynamic team and help us create unforgettable experiences for our customers. Apply Now! Apply for this job