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, while providing top-notch support and solutions to their unique issues.
**About arenaflex**
arenaflex is a leading provider of ticketing services, and we're proud to have been voted the best Customer Service team by Newsweek for two consecutive years. Our team is dedicated to creating exceptional experiences for our customers, from the point of purchase to the moment they enter the gates. We're a dynamic and fast-paced environment that values innovation, teamwork, and customer satisfaction.
**Your Role in arenaflex's Success**
As a Customer Service Representative, you'll be the primary point of contact for high-level customer inquiries via phone, chat, and email. Your role will contribute significantly to the success of arenaflex by:
* 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
**Your Career Progression at arenaflex**
As a Customer Service Representative, your role expectations will progress as follows:
* **30 days in**: Complete new hire orientation, learn about ticket marketplaces, acclimate to team and company norms, understand company policies and processes, navigate and resolve non-complex calls, and complete training with a complete understanding of how this role plays an important part in lowering customer anxiety.
* **90 days in**: Contribute to 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, and exhibit deep understanding and application of industry and company processes.
* **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, manage highly complex, escalated, and high-value contacts without guidance, and become a key player of the team who runs autonomously throughout day-to-day responsibilities.
**What You'll Bring to arenaflex**
To succeed in this role, you'll need:
* 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 and Benefits**
* 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.
* $40,000 base salary with overtime eligibility, Bi Annual bonuses, annual equity grant.
* Any hours worked over 40/week are overtime eligible.
* 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
**How to Apply**
If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, apply now to join our Expedited Resolutions Team at arenaflex.