Join careerzynith, a leading ticket marketplace, as an Email/Chat/Phone Specialist (Nights and Weekends) and be part of a dynamic team that creates unforgettable experiences for live event enthusiasts. As a key member of our customer experience team, you will be the face of careerzynith, providing top-notch support to our customers through various communication channels, including email, chat, and phone.
**The Opportunity**
At careerzynith, we pride ourselves on delivering exceptional customer experiences that go beyond just ticket sales. Our team is passionate about live events, and we're looking for like-minded individuals who share our enthusiasm. As an Email/Chat/Phone Specialist, you will be responsible for handling customer inquiries, resolving issues, and providing proactive support to ensure our customers have an amazing experience with careerzynith.
**How Your Role Contributes to the Success of careerzynith**
As an Email/Chat/Phone Specialist, you will play a critical role in ensuring the success of careerzynith by:
* Handling customer contacts promptly and professionally, providing timely and accurate responses to their inquiries
* Answering questions about purchases, orders, inventory, and upcoming events, utilizing internal and external technology to manage order fulfillment
* Supporting customers proactively via phone, email, and live chat, resolving issues and providing solutions to their problems
* Collaborating with the team to create memorable experiences for our customers, who share our passion for live events
* Contributing to the growth and culture of careerzynith, by being a team player and participating in ongoing learning and development opportunities
**How Your Role Expectations Will Progress as a Call Center Associate in the First 30, 90, and 180 Days**
**30 Days In**
* Complete new hire orientation, gaining the resources you need to be successful in your role
* 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 careerzynith 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, with minimal supervision
* 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 Monday/Tuesday off
* Hybrid schedule with 3 days in office and 2 days remote following training
* Training will be first 3 weeks all in office Monday-Friday 8:30am-5:00pm
**Compensation**
* $40,000 base salary with bi-annual bonuses and equity
* Training is fully paid
**Benefits**
* careerzynith provides 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 live events and providing exceptional customer experiences, we encourage you to apply for this exciting opportunity to join the careerzynith team.