Introduction to arenaflex
arenaflex, a leader in the live events industry, is seeking a highly skilled and dedicated Customer Service Representative to join our Expedited Resolutions Team. As a two-time winner of the best Customer Service award by Newsweek, we pride ourselves on creating exceptional experiences for our customers from the point of purchase to the event itself. Our team is passionate about delivering world-class service, and we are looking for like-minded individuals to join our ranks.
About the Role
As a Customer Service Representative at arenaflex, you will be the primary point of contact for high-level customer inquiries via phone, chat, and email. You will have the opportunity to engage with hundreds of customers and sellers, providing solutions to unique issues, sharing technical expertise, and handling multiple tasks effectively and efficiently. With empathy, confidence, and professionalism, you will play a critical role in connecting our VIP customers to the events that excite them.
Key Responsibilities
- Maintain excellent customer experience with tone, empathy, confidence, and attention to detail
- Develop and present solutions to customer issues efficiently and effectively
- Update internal order notes appropriately and ensure proper procedures are followed during all customer and seller interactions
- Maintain thorough knowledge of company values, processes, and policies to ensure proper exchanging of information, order replacements, refunds, credits, etc.
- Utilize empathy and professionalism in every interaction to deliver a best-in-class customer experience
Role Expectations and Progression
As a Customer Service Representative at arenaflex, your role expectations will progress as follows:
First 30 Days
- 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 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
First 90 Days
- 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
First 180 Days
- 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
To be successful in this role, you will 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, which is paid. The schedule is Thurs/Fri, Sun/Mon, or Sun/Wed off, with hours from 3:30pm-12:00am. We offer a hybrid model, with 3 days in the office and 2 days at home.
In addition to a competitive base salary of $40,000, you will be eligible for overtime, bi-annual bonuses, and an annual equity grant. You will also have access to a range of benefits, including:
- Flexible PTO, Mental Health Days, Floating Holidays, and Wellness programs
- 401K Matching to save for your future
- Opportunities to see your favorite live events and performers on us
- A brand new, perk-filled office space to work from
Why Join arenaflex?
At arenaflex, we are passionate about delivering exceptional customer experiences and creating a positive impact on the live events industry. We offer a dynamic and supportive work environment, with opportunities for career growth and development. If you are a motivated and customer-focused individual, we encourage you to apply for this exciting opportunity to join our team.
Conclusion
If you are looking for a challenging and rewarding role in customer service, where you can make a real difference to customers and contribute to the success of a leading company in the live events industry, then we want to hear from you. Apply now to become a part of the arenaflex team and start your journey to delivering exceptional customer experiences.
Apply Now