Experienced Customer Service Representative (Nights and Weekends) Full-Time Position at arenaflex
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 play a critical role in connecting our VIP customers to the events that excite them. If you're energized by solving unique issues, sharing your technical expertise, and handling multiple tasks effectively and efficiently, we want to hear from you.
About arenaflex
arenaflex is a leading ticket marketplace that's been voted best in customer service two years in a row by Newsweek. We pride ourselves in 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 looking for talented individuals who share our passion for delivering exceptional experiences.
Key Responsibilities
As a Customer Service Representative on our Expedited Resolutions Team, 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
Career Progression
As a Customer Service Representative on our 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 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
To succeed in this role, you'll need:
- 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
What You'll Get
At arenaflex, you'll enjoy:
- Seeing your favorite live events and performers on us!
- Working in a hybrid environment that provides the option to split time between your home and a brand-new, perk-filled office space
- Balancing personal life and professional responsibilities with Flexible PTO, Mental Health Days, Floating Holidays, and Wellness programs
- Earning additional income through bonus incentives
- Saving for your future through 401K Matching
Apply Now
If you're passionate about delivering exceptional customer experiences and want to join a best-in-class team, apply now to become a Customer Service Representative on our Expedited Resolutions Team at arenaflex. Apply Job! Apply for this job