**Experienced Customer Experience Representative (Nights and Weekends) Full-Time Opportunity at arenaflex**

At arenaflex, we're passionate about delivering exceptional experiences for our customers, and we're looking for a talented Customer Experience Representative to join our best-in-class team. As a Customer Experience Representative, you'll be the primary point of contact for high-level customer inquiries via phone, chat, and email, and you'll play a critical role in connecting our VIP customers to the events that excite them. **About arenaflex** arenaflex is a leading provider of ticketing solutions, and we've been voted the best customer service company 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 top-notch service, and we're committed to making every interaction with arenaflex a positive one. **How Your Role Contributes to the Success of arenaflex** As a Customer Experience Representative, you'll be responsible for: * Maintaining excellent customer experience with tone, empathy, confidence, and attention to detail * Developing and presenting solutions to fan issues efficiently and effectively * Updating internal order notes appropriately and ensuring proper procedures are followed during all fan and seller 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 Experience 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 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 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 3 weeks of employment are Monday-Friday 8:30am-5:00pm for training. Training is paid. * Schedule: + 3:30pm-12:00am with Thursday/Friday off + 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 to this Customer Experience Representative opportunity at arenaflex. Apply for this job