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 dynamic customer experience team. As a key member of our team, you'll have the opportunity to engage with hundreds of customers over a shared passion for live events, providing proactive, friendly, and high-quality service to arenaflex's fans.
**About arenaflex**
arenaflex is a leading online 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 thrives on making connections with our customers, whether troubleshooting a technical concern or answering questions about events or our services.
**Your Role in arenaflex's 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 contribute significantly to the success of arenaflex in the following ways:
* Handle customer contacts, promptly and professionally, via phone, email, and live chat.
* Answer questions about purchases, orders, inventory, and upcoming events, utilizing internal and external technology to manage order fulfillment.
* Support our customers proactively, providing memorable experiences with customers who share our love for live events.
* Be a team player and contribute to culture and growth, collaborating with colleagues to achieve business objectives and drive team efficiencies.
* Utilize internal and external technology to manage order fulfillment, ensuring seamless customer experiences.
**Your Career Growth at arenaflex**
As a Call Center Associate, 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 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 have 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 to arenaflex**
To succeed in this role, you'll need:
* 1-2 years of customer service experience via phone, email, and live chat.
* A team player mentality and drive to contribute to culture and growth.
* A 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 and Benefits**
* **Schedule**: 1:30pm-10:00pm Monday/Tuesday off, with a hybrid schedule of 3 days in office and 2 days remote following training.
* **Training**: First 3 weeks all in office Monday-Friday 8:30am-5:00pm.
* **Compensation**: $40,000 base salary with bi-annual bonuses and equity.
* **Benefits**: arenaflex 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.
**Join arenaflex's Dynamic Customer Experience Team**
If you're passionate about live events and providing exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a member of our team, you'll have the chance to grow your skills, advance your career, and contribute to the success of arenaflex. Apply now and join our dynamic customer experience team!
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