At arenaflex, we're passionate about delivering exceptional experiences for our customers, and we're looking for a talented Customer Service Representative to join our Expedited Resolutions Team. As a key member of our team, you'll play a critical role in connecting our VIP customers to the events that excite them. With a focus on empathy, confidence, and professionalism, you'll provide top-notch support via phone, chat, and email, ensuring that our customers have an unforgettable experience from the point of purchase until they enter the gates.
**The Opportunity:**
As a Customer Service Representative on our Expedited Resolutions Team, you'll have the opportunity to work with a best-in-class team that's been voted the best in customer service by Newsweek two years in a row. You'll engage with hundreds of customers and sellers, serving as the primary point of contact for high-level customer inquiries. If you're energized by solving unique issues, sharing your technical expertise, and handling multiple tasks effectively and efficiently, we want to hear from you.
**How Your Role Contributes to the Success of arenaflex:**
* Maintain excellent customer experience with tone, empathy, confidence, and attention to detail.
* Develop and present solutions to fan issues efficiently and effectively.
* Update internal order notes appropriately and ensure proper procedures are followed during all fan and seller interactions.
* Maintain thorough knowledge of company values, processes, and policies to ensure proper exchanging of information, order replacements, refunds, credits, etc.
* Utilize empathy and professionalism in every interaction to deliver a best-in-class customer experience.
**How Your Role Expectations Will Progress as a Expedited Resolutions Team Associate (Customer Service Representative) in the First 30, 90, and 180 Days:**
### 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 fans and sellers.
* Acclimate to team and company norms, business objectives, and arenaflex values.
* Understand the flow of buyer orders and entry-level call inquiries.
* Become familiar with company policies and processes.
* Navigate and resolve non-complex calls.
* Complete training with a complete understanding of how this role plays an important part in lowering customer anxiety.
### 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 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:**
* 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:**
* 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:**
* $40,000 base salary with overtime eligibility, Bi-Annual bonuses, annual equity grant.
* Any hours worked over 40/week are overtime eligible.
**At arenaflex, You'll:**
* See your favorite live events and performers on us!
* Work in a hybrid environment that provides the option to split time between your home and a brand new, perk-filled office space.
* Balance personal life and professional responsibilities with Flexible PTO, Mental Health Days, Floating Holidays, and Wellness programs.
* Earn additional income through bonus incentives.
* Save for your future through 401K Matching.
If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply to this exciting opportunity. Join our team at arenaflex and be a part of creating unforgettable experiences for our customers.