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

At arenaflex, we're passionate about creating unforgettable experiences for our customers. As an Email/Chat/Phone Specialist (Nights and Weekends), you'll be at the forefront of delivering exceptional customer service, ensuring that our fans get the right seats at the right price. If you're a team player with a passion for live events and a knack for problem-solving, we want to hear from you.

The Opportunity

As a key member of our Customer Experience team, you'll have the opportunity to engage with hundreds of customers daily, providing proactive, friendly, and high-quality service. You'll be the face of arenaflex, representing our brand and values to our customers. Whether it's troubleshooting technical concerns or answering questions about events or our services, you'll be the go-to expert for all things live events.

How Your Role Contributes to the Success of arenaflex

As an Email/Chat/Phone Specialist (Nights and Weekends), your role is crucial to the success of arenaflex. Here are some key responsibilities:

• Handle customer contacts promptly and professionally, providing solutions to their queries and concerns.
• Answer questions about purchases, orders, inventory, and upcoming events, utilizing internal and external technology to manage order fulfillment.
• Support our customers proactively via phone, email, and live chat, ensuring that their experience with arenaflex is nothing short of exceptional.
• Be a team player, contributing to our culture and growth, and collaborating with colleagues to achieve business objectives.
• Create memorable experiences with customers who share our love for live events, providing personalized solutions to their needs.

Your Journey with arenaflex

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 in your role.
• 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, providing solutions to customer queries and concerns.
• 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, driving business growth and customer satisfaction.
• Play an active role in continued learnings to advance skill sets necessary for team goals.
• Handle front-line customer escalations and follow-ups, providing personalized solutions to their needs.
• 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 theatre).
• Flexible schedule to work evenings, weekends, and holidays.
• Excellent verbal and written communication skills.
• Experience with Zendesk or similar help desk software.

Schedule

As an Email/Chat/Phone Specialist (Nights and Weekends), you'll enjoy a hybrid schedule with:

• 1:30pm-10:00pm Thursday/Friday off
• 1:30pm-10:00pm Monday/Tuesday off
• 3 days in office and 2 days remote

Compensation and Benefits

At arenaflex, we offer:

• $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.
• A variety of additional workplace perks.

Join the arenaflex Team

If you're passionate about live events and customer service, we want to hear from you. Apply now to become an Email/Chat/Phone Specialist (Nights and Weekends) at arenaflex and be part of our team that's creating unforgettable experiences for our customers. Apply Job! Apply for this job