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

At arenaflex, we're dedicated to delivering exceptional experiences for our customers and sellers. 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. With a passion for solving unique issues, sharing technical expertise, and handling multiple tasks effectively and efficiently, you'll be an integral part of our best-in-class team.

The Opportunity:

Join a dynamic and fast-paced environment where you'll engage with hundreds of customers and sellers, serving as the primary point of contact for high-level customer inquiries via phone, chat, and email. As a Customer Service Representative, you'll have the opportunity to develop and present solutions to fan issues efficiently and effectively, while maintaining a thorough knowledge of company values, processes, and policies.

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.

Your Role Expectations:

As a Customer Service Representative on the Expedited Resolutions Team, 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 fans and sellers.
• Acclimate to team and company norms, business objectives, and arenaflex's 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 have a genuine interest in live events, sports, and entertainment, we encourage you to apply to this exciting opportunity. Join our team at arenaflex and be part of a dynamic and fast-paced environment where you'll have the opportunity to grow and develop your skills. Apply Now! Apply for this job