Experienced Customer Experience Representative (Nights and Weekends) Full-Time Opportunity at arenaflex

At arenaflex, we're passionate about delivering exceptional experiences for our customers, and we're looking for a talented Customer Experience Representative to join our best-in-class team. As a Customer Experience Representative, you'll be the primary point of contact for high-level customer inquiries via phone, chat, and email, and you'll play a critical role in connecting our VIP customers to the events that excite them.

About arenaflex

arenaflex is a leading provider of ticketing solutions, and we've been voted the best customer service company two years in a row by Newsweek. We pride ourselves on 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 committed to making every interaction with arenaflex a positive one.

How Your Role Contributes to the Success of arenaflex

As a Customer Experience Representative, you'll be responsible for:

• 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 Customer Experience 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 3 weeks of employment are Monday-Friday 8:30am-5:00pm for training. Training is paid.

• Schedule:

+ 3:30pm-12:00am with Thursday/Friday off + 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 are looking for a challenging and rewarding role, we encourage you to apply to this Customer Experience Representative opportunity at arenaflex. Apply for this job