At arenaflex, we're committed to delivering exceptional experiences for our customers, and we're looking for a talented Customer Service Representative to join our Expedited Resolutions Team. As a key member of our team, you'll play a critical role in connecting our VIP customers to the events that excite them, while providing top-notch support and resolving complex issues with empathy, confidence, and professionalism.
**The Opportunity**
As a Customer Service Representative at arenaflex, you'll have the opportunity to work with a best-in-class team that's been voted the best in customer service two years in a row by Newsweek. You'll engage with hundreds of customers and sellers, serving as the primary point of contact for high-level customer inquiries via phone, chat, and email. If you're energized by solving unique issues, sharing your technical expertise, and handling multiple tasks effectively and efficiently, this role is perfect for you.
**How Your Role Contributes to the Success of arenaflex**
As a Customer Service Representative on the Expedited Resolutions Team, your role will be critical to delivering exceptional customer experiences. Here are some key responsibilities:
* Maintain excellent customer experience with tone, empathy, confidence, and attention to detail.
* Develop and present solutions to fan issues efficiently and effectively.
* Update internal order notes appropriately and ensure proper procedures are followed during all fan and seller interactions.
* Maintain thorough knowledge of company values, processes, and policies to ensure proper exchanging of information, order replacements, refunds, credits, etc.
* Utilize empathy and professionalism in every interaction to deliver a best-in-class customer experience.
**How Your Role Expectations Will Progress as a Customer Service Representative in the First 30, 90, and 180 Days**
As you progress in your role, you'll have the opportunity to take on new challenges and responsibilities. Here's a breakdown of what you can expect in the first 30, 90, and 180 days:
**30 Days**
* 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**
* 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**
* 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 to bring the following skills and qualities:
* 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**
As a Customer Service Representative on the Expedited Resolutions Team, you'll work a hybrid schedule that includes:
* 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**
As a valued member of our team, you'll be eligible for:
* $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 have the skills and qualities we're looking for, we encourage you to apply for this exciting opportunity to join our Expedited Resolutions Team at arenaflex.
**Apply Now!**
Apply Job!
Apply for this job