At arenaflex, we're passionate about delivering exceptional experiences for our customers and creating unforgettable memories for fans and sellers alike. As a Customer Service Representative on our Expedited Resolutions Team, you'll play a critical role in connecting our VIP customers to the events that excite them. 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.
**About arenaflex**
arenaflex is a leading ticket marketplace that's been voted best Customer Service two years in a row by Newsweek. We pride ourselves in creating exceptional experiences from the point of purchase until our customers enter the gates. Our team is dedicated to providing top-notch service, and we're looking for talented individuals who share our passion for delivering exceptional customer experiences.
**Your Role in arenaflex's Success**
As a Customer Service Representative on our Expedited Resolutions Team, you'll be the primary point of contact for high-level customer inquiries via phone, chat, and email. Your role will contribute significantly to the success of arenaflex in the following ways:
* **Maintain Excellent Customer Experience**: You'll provide tone, empathy, confidence, and attention to detail in every interaction, ensuring that our customers feel valued and supported.
* **Develop and Present Solutions**: You'll efficiently and effectively develop and present solutions to fan issues, ensuring that our customers receive the best possible outcome.
* **Update Internal Order Notes**: You'll update internal order notes accurately and ensure that proper procedures are followed during all fan and seller interactions.
* **Maintain Thorough Knowledge**: You'll maintain a thorough knowledge of company values, processes, and policies to ensure proper exchanging of information, order replacements, refunds, credits, etc.
* **Utilize Empathy and Professionalism**: You'll utilize empathy and professionalism in every interaction to deliver a best-in-class customer experience.
**Your Role Expectations**
As a Customer Service Representative on our Expedited Resolutions Team, your role expectations will progress as follows:
* **30 Days**: You'll complete new hire orientation, gaining the resources you need to be successful. You'll learn how ticket marketplaces operate and how you'll contribute to providing great experiences for our fans and sellers. You'll acclimate to team and company norms, business objectives, and arenaflex's values. You'll understand the flow of buyer orders and entry-level call inquiries. You'll become familiar with company policies and processes. You'll navigate and resolve non-complex calls. You'll complete training with a complete understanding of how this role plays an important part in lowering customer anxiety.
* **90 Days**: You'll contribute to our approaches, methods, and technologies to support overall business goals, drive team efficiencies, and reduce customer anxiety. You'll maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives. You'll exhibit a deep understanding and application of industry and company processes, including replacing ticket inventory, and navigating escalated contacts.
* **180 Days**: You'll apply methods to execute individual tasks that positively impact the team. You'll play an active role in continued learnings to advance skill sets necessary for team goals. You'll be competent on industry nuances and company policies. You'll manage highly complex, escalated, and high-value contacts without guidance. You'll be 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 bring the following:
* **Work Experience**: You'll have work experience in customer service in retail or service-related industries.
* **Computer Proficiency**: You'll have computer proficiency, including the ability to maintain 50+ WPM typing speed and to efficiently operate basic PC/web browser functionality.
* **Excellent Empathy**: You'll have excellent empathy, confidence, and patience.
* **Written Communication Skills**: You'll have written communication skills with an aptitude for grammar and spelling accuracy.
* **Multitasking**: You'll be capable of multitasking in a fast-paced environment.
* **Self-Reliance**: You'll be self-reliant and able to work with minimum supervision.
* **Research Skills**: You'll have research skills to troubleshoot customer issues.
* **Flexibility**: You'll be willing to be flexible in work hours where needed.
* **Interest in Live Events**: You'll have a genuine interest in live events, sports, and entertainment.
**Work Schedule**
Your work schedule will be as follows:
* **First 2 Weeks**: You'll work Monday-Friday 9-6 for training. Training is paid.
* **Schedule**: You'll work Thurs/Fri, Sun/Mon, or Sun/Wed off.
* **Hours**: You'll work 3:30pm-12:00am.
* **Hybrid Model**: You'll work in a hybrid environment that provides the option to split time between your home and a brand new, perk-filled office space.
**Bonus & Overtime Eligibility**
You'll be eligible for the following:
* **$40,000 Base Salary**: You'll receive a $40,000 base salary with overtime eligibility.
* **Bi-Annual Bonuses**: You'll be eligible for bi-annual bonuses.
* **Annual Equity Grant**: You'll receive an annual equity grant.
* **Overtime Eligibility**: Any hours worked over 40/week will be eligible for overtime.
**What You'll Get at arenaflex**
As a member of our team, you'll enjoy the following benefits:
* **Free Tickets**: You'll see your favorite live events and performers on us!
* **Hybrid Environment**: You'll work in a hybrid environment that provides the option to split time between your home and a brand new, perk-filled office space.
* **Flexible PTO**: You'll balance personal life and professional responsibilities with Flexible PTO, Mental Health Days, Floating Holidays, and Wellness programs.
* **Bonus Incentives**: You'll earn additional income through bonus incentives.
* **401K Matching**: You'll save for your future through 401K Matching.
**Apply Now**
If you're passionate about delivering exceptional customer experiences and are energized by solving unique issues, sharing your technical expertise, and handling multiple tasks effectively and efficiently, we want to hear from you. Apply now to join our Expedited Resolutions Team as a Customer Service Representative (Nights and Weekends) Full-Time.