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

At arenaflex, we're passionate about delivering exceptional experiences to our customers and creating unforgettable memories for fans and sellers alike. As a Customer Service Representative on our Expedited Resolutions Team, you'll play a critical role in connecting our VIP customers to the events that excite them. If you're energized by solving unique issues, sharing your technical expertise, and handling multiple tasks effectively and efficiently, we want to hear from you!

About arenaflex

arenaflex is a leading provider of ticketing solutions, and we're committed to creating exceptional experiences from the point of purchase until our customers enter the gates. We're proud to have been voted the best Customer Service two years in a row by Newsweek, and we're looking for talented individuals like you to join our team.

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 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

Your Role Expectations at arenaflex

As a Customer Service Representative, your role expectations will progress as follows:

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'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 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 excited about the opportunity to join arenaflex's Expedited Resolutions Team, apply now! Apply for this job