At arenaflex, we're passionate about 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, providing top-notch support via phone, chat, and email.
**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 on creating exceptional experiences from the point of purchase until our customers enter the gates. Our team is dedicated to providing best-in-class support, and we're looking for someone who shares our passion for delivering exceptional customer experiences.
**How Your Role Contributes to the Success of arenaflex**
As a Customer Service Representative, you'll be responsible for:
* Maintaining excellent customer experience with tone, empathy, confidence, and attention to detail
* Developing and presenting solutions to customer issues efficiently and effectively
* Updating internal order notes appropriately and ensuring proper procedures are followed during all customer 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
**How Your Role Expectations Will Progress as a Customer Service Representative in the First 30, 90, and 180 Days**
**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's 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:**
* 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
**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 are looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity at arenaflex.