At arenaflex, we're passionate about revolutionizing the way people interact with their favorite music artists and brands. As a leading full-service virtual Contact Center outsourcing company, we're committed to providing exceptional customer experiences that leave a lasting impression. We're now seeking a highly skilled and enthusiastic Chat Representative to join our dynamic team and help us achieve our mission.
**About arenaflex**
arenaflex is a forward-thinking organization that's built FOR The People. Our teams are 100% Native Virtual, working from the comfort of their own homes, and we're proud to offer a unique work environment that's free from the constraints of traditional offices. Our company culture is built on the principles of flexibility, collaboration, and innovation, and we're always looking for talented individuals who share our vision.
**The Role**
As a Chat Representative at arenaflex, you'll play a vital role in helping fans connect with their favorite music artists and brands. You'll be responsible for providing exceptional customer support via live chat, email, and phone, resolving issues, and answering questions related to ticketing, merchandise, password resets, website assistance, and troubleshooting. If you're passionate about music and have a knack for helping others, we encourage you to apply!
**Key Responsibilities**
* Provide genuine empathy and concern for customers' issues, addressing them as if they were your own
* Answer, evaluate, and prioritize requests from customers, identifying high-risk situations and escalating them to management when necessary
* Keep up with multiple chats at a time, accurately documenting all required information and chat details in the ticketing system
* Respond to and resolve open issues in a timely manner, identifying trends related to systems, platforms, and customers
* Multi-task using multiple systems, skillfully changing from one task to another without loss of efficiency or composure
* Remain positive and professional in all customer interactions, maintaining punctuality and attendance at all scheduled times
* Flexibility to cross-train as requested, adapting to new systems and processes
**Qualifications**
* A LOVE of music, with a strong passion for the Pop and Country genres
* 1-3 years of call center chat experience, with technical experience strongly preferred
* Experience in Zendesk is a definite plus
* Ability to type 30 wpm with 90% accuracy or above consistently
* Strong messaging communication skills, active listening abilities, and a great understanding of text and chat acronyms
* Excellent grammar, with the ability to use industry-specific lingo when necessary
* Previous work-from-home experience preferred, with a strong understanding of contact center support metrics and the ability to implement actions for improvement
**Hardware/Software Requirements**
* Your own computer, with a processor of Intel Core i5 5200 Series or greater (4 cores)
* 8GB of RAM on Windows 10 or higher / 10 64 bits
* Screen resolution of 1280x768 or higher, with dual monitors required and a webcam
* USB headset, with no Chromebooks, iPads, MacBooks, netbooks, or tablets allowed
* Up-to-date antivirus software installed, with a recent scan completed
* Hardwired to router, with a firewall enabled
**What We Offer**
* Competitive hourly rate of $13.00-$15.00 per hour
* 1099 contract, with flexible scheduling to accommodate your needs
* Full-time hours, with some weekends required, but with the potential for overtime
* Work-from-home experience, with the opportunity to work with diverse clients and artists
* Career growth opportunities, with a focus on professional development and learning
* A dynamic and supportive work environment, with a team that's passionate about music and customer support
**Why Join arenaflex?**
* We're a company that's built FOR The People, with a focus on flexibility, collaboration, and innovation
* We offer a unique work environment that's free from the constraints of traditional offices
* We're passionate about music and customer support, with a team that's dedicated to providing exceptional experiences
* We offer career growth opportunities, with a focus on professional development and learning
* We're a company that's committed to making a difference, with a focus on giving back to our community
**How to Apply**
If you're a motivated and enthusiastic individual who's passionate about music and customer support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
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