Experienced Customer Service Representative – Expedited Resolutions Team (Nights and Weekends) Full-Time

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 be at the forefront of this mission, serving as the primary point of contact for high-level customer inquiries via phone, chat, and email. If you're a problem-solver with a passion for delivering top-notch customer service, we want to hear from you!

The Opportunity:

Join a best-in-class team that has been voted the best Customer Service two years in a row by Newsweek. As an Expedited Resolutions Team associate, you'll have the opportunity to engage with hundreds of customers and sellers, leveraging your technical expertise to resolve unique issues and provide exceptional experiences from the point of purchase until they enter the gates. Our team is dedicated to creating a seamless and enjoyable experience for our customers, and we're looking for talented individuals like you to join our ranks.

How Your Role Contributes to the Success of arenaflex:

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. Your responsibilities will include:

• Maintaining excellent customer experience with tone, empathy, confidence, and attention to detail
• Developing and presenting solutions to fan issues efficiently and effectively
• Updating internal order notes appropriately and ensuring proper procedures are followed during all fan and seller interactions
• Maintaining thorough knowledge of company values, processes, and policies to ensure proper exchanging of information, order replacements, refunds, credits, etc.
• Utilizing 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 a customer service rockstar with a passion for delivering exceptional experiences, we want to hear from you! Apply now to join our Expedited Resolutions Team as a Customer Service Representative and be a part of creating unforgettable memories for our customers and fans. Apply Job! Apply for this job