Join arenaflex, a leading provider of live event experiences, as a Customer Service Representative and be part of a dynamic team that is passionate about delivering exceptional customer experiences. As a key member of our customer support team, you will play a vital role in ensuring that our customers receive the best possible service, from the moment they purchase tickets to the moment they enter the venue.
**About arenaflex**
arenaflex is a cutting-edge company that specializes in creating unforgettable experiences for live event enthusiasts. With a passion for delivering exceptional customer experiences, we pride ourselves on being a leader in the ticketing industry. Our team is dedicated to making connections with our customers, whether it's troubleshooting a technical issue or answering questions about upcoming events.
**The Opportunity**
As a Customer Service Representative, you will be the face of arenaflex, providing proactive, friendly, and high-quality service to our customers. You will be responsible for handling customer contacts, answering questions about purchases, orders, inventory, and upcoming events, and utilizing internal and external technology to manage order fulfillment. Your role will be to create memorable experiences for our customers who share our passion for live events.
**Key Responsibilities**
* Handle customer contacts, promptly and professionally, via phone, email, and live chat
* Answer questions about purchases, orders, inventory, and upcoming events
* Support customers proactively via phone, email, and live chat
* Utilize internal and external technology to manage order fulfillment
* Be a team player and contribute to culture and growth
* Create memorable experiences with customers who share our love for live events
**How Your Role Contributes to the Success of arenaflex**
* Handle customer contacts, promptly and professionally, to ensure a positive customer experience
* Provide expert knowledge about our products and services to customers
* Support customers proactively to resolve issues and improve satisfaction
* Utilize internal and external technology to manage order fulfillment and improve efficiency
* Be a team player and contribute to culture and growth, helping to drive business objectives and achieve success
**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 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**
* 1-2 years of customer service experience via phone, email, and live chat
* Team player mentality and drive to contribute to culture and growth
* 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**
* 1:30pm-10:00pm Monday/Tuesday off
* Hybrid schedule with 3 days in office and 2 days remote following training
* Training will be first 3 weeks all in office Monday-Friday 8:30am-5:00pm
**Compensation**
* $40,000 base salary with bi-annual bonuses and equity
* Training is fully paid
**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.
**Take the Next Step**
Are you ready for this challenge? Apply now and let's discuss how you can become a vital part of our success story.