Introduction to arenaflex
At arenaflex, we are passionate about creating unforgettable experiences for our customers, from the moment they purchase tickets to the thrill of attending live events. As a leader in the live events industry, we pride ourselves on providing exceptional customer service, ensuring that every interaction with our brand is memorable and satisfying. Our team is dedicated to making connections with our customers, understanding their needs, and delivering personalized support to exceed their expectations.
Job Overview
We are seeking an experienced and enthusiastic Email/Chat/Phone Specialist to join our customer service team, working nights and weekends. As the face of arenaflex, you will be responsible for providing top-notch support to our customers, answering questions, resolving issues, and creating memorable experiences that reflect our brand's passion for live events. If you are a team player with a passion for delivering exceptional customer service, we invite you to apply for this exciting opportunity.
Key Responsibilities
As an Email/Chat/Phone Specialist at arenaflex, your key responsibilities will include:
- Handling customer contacts promptly and professionally via phone, email, and live chat
- Answering questions about purchases, orders, inventory, and upcoming events
- Supporting customers proactively to ensure a seamless experience
- Utilizing internal and external technology to manage order fulfillment
- Contributing to a positive team culture and growth
- Creating memorable experiences for customers who share our love for live events
Role Expectations and Progression
As you grow in your role, we expect you to:
30 Days In
- Complete new hire orientation and gain the resources you need to be successful
- Learn about the ticket marketplace 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've 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 learning 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
Essential Qualifications
To be successful in this role, you should have:
- 1-2 years of customer service experience via phone, email, and live chat
- A team player mentality and drive to contribute to culture and growth
- A sense of curiosity to ask questions and keenness to improve upon work
- A passion for live events (sports, concerts, or theatre)
- A flexible schedule to work evenings, weekends, and holidays
- Excellent verbal and written communication skills
- Experience with Zendesk or similar help desk software
Preferred Qualifications
While not required, the following qualifications are preferred:
- Previous experience in a call center or customer service environment
- Knowledge of the live events industry
- Experience with customer relationship management (CRM) software
Skills and Competencies
To excel in this role, you should possess:
- Strong communication and interpersonal skills
- Ability to work in a fast-paced environment and adapt to changing situations
- Problem-solving and conflict resolution skills
- Ability to work independently and as part of a team
- Strong attention to detail and organizational skills
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. As an Email/Chat/Phone Specialist, you will have access to:
- Ongoing training and development programs
- Opportunities for career advancement and professional growth
- A supportive and collaborative team environment
- Recognition and rewards for outstanding performance
Work Environment and Company Culture
At arenaflex, we pride ourselves on our positive and inclusive company culture. Our team is passionate about live events, and we strive to create a work environment that is fun, supportive, and rewarding. As an employee, you can expect:
- A hybrid schedule with 3 days in the office and 2 days remote
- A collaborative and dynamic work environment
- Opportunities to attend live events and experience the excitement of our industry
- A comprehensive benefits package, including competitive compensation, bonus incentives, and equity
Compensation, Perks, and Benefits
As an Email/Chat/Phone Specialist at arenaflex, you can expect:
- A competitive base salary of $40,000
- Bi-annual bonuses and equity
- Fully paid training
- A comprehensive benefits package, including medical, dental, and vision insurance, 401K matching, and FLEX PTO
- Monthly credits and discounts for attending live events
- A hybrid working model and a variety of additional workplace perks
Conclusion
If you are a motivated and enthusiastic customer service professional with a passion for live events, we encourage you to apply for this exciting opportunity. As an Email/Chat/Phone Specialist at arenaflex, you will be part of a dynamic team that is dedicated to creating unforgettable experiences for our customers. Join us and take the first step towards a rewarding and challenging career in the live events industry. Apply now and become a part of the arenaflex team!
Apply Now