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

At arenaflex, we're passionate about creating unforgettable experiences for our customers, and we're looking for a talented Email/Chat/Phone Specialist to join our team. As a key member of our customer experience team, you'll have the opportunity to engage with hundreds of customers over a shared passion for live events. If you're a team player with a passion for delivering exceptional customer service, we want to hear from you.

About arenaflex

arenaflex is a leading ticket marketplace that connects fans with the best seats at the best prices. We pride ourselves on creating memorable experiences for all of our customers from the point of purchase until they enter the gates. Our team is dedicated to providing top-notch customer service, and we're looking for someone who shares our passion for live events and our commitment to excellence.

Your Role in Our Success

As an Email/Chat/Phone Specialist, you'll be on the front lines of representing the arenaflex brand, helping to ensure that our fans get the right seats at the right price. Your role will be to provide proactive, friendly, and high-quality service to our customers, answering questions about purchases, active orders, inventory, and upcoming events. You'll also utilize internal and external technology to manage order fulfillment, troubleshoot technical concerns, and make connections with our customers.

Key Responsibilities

* Handle customer contacts, promptly and professionally, via phone, email, and live chat

• Answer questions about purchases, orders, inventory, and upcoming events
• Support our customers proactively via phone, email, and live chat
• Utilize internal and external technology to manage order fulfillment
• Be a team player and contribute to culture and growth
• Create memorable experiences with customers who share our love for live events

How Your Role Will Progress

We're committed to helping you grow and develop in your role. Here's what you can expect 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 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. 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. Play an active role in continued learnings to advance skill sets necessary for team goals. Handle front-line customer escalations and follow-ups. Feel empowered to participate in extracurricular projects that will contribute to the success of the organization.

What You'll Bring

* 1-2 years of customer service experience via phone, email, and live chat

• Team player mentality and drive to contribute to culture and growth
• 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

* 1:30pm-10:00pm Thursday/Friday off

• 1:30pm-10:00pm Monday/Tuesday off
• Hybrid schedule with 3 days in office and 2 days remote

Compensation and Benefits

* $40,000 base salary with bi-annual bonuses and equity

• Training is fully paid
• 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; and a variety of additional workplace perks

If you're passionate about delivering exceptional customer service and creating unforgettable experiences for our customers, we want to hear from you. Apply now to join our team as an Email/Chat/Phone Specialist and be a part of the arenaflex family. Apply Job! Apply for this job