As a Customer Service Coordinator at arenaflex, you'll be the driving force behind delivering exceptional experiences for our fans at our pop culture events. With a passion for creating unforgettable moments, you'll be part of a dynamic team that's dedicated to making our events truly unforgettable. If you're a people person with a knack for problem-solving and a love for all things pop culture, we want to hear from you.
**About arenaflex**
arenaflex is a global business with a network of trusted brands in specialist markets across more than 30 countries. As a member of the FTSE 100, we're committed to connecting our customers to information and people that help them know more, do more, and be more. With a portfolio of over 800 events each year, we create digital platforms based on engaging news and information content, and operate professional development programs for individuals and businesses.
**Our Mission**
Our mission at arenaflex is to deliver the ultimate fan experience through our growing portfolio of events, which includes MEGACON Orlando, FAN EXPO Dallas, FAN EXPO Boston, FAN EXPO Denver, FAN EXPO San Francisco, FAN EXPO Canada, Calgary Comics & Entertainment Expo, FAN EXPO Vancouver, FAN EXPO Chicago, FAN EXPO New Orleans, FAN EXPO Philadelphia, FAN EXPO Cleveland, FAN EXPO Portland, VidCon, and more.
**Job Description**
As a Customer Service Coordinator, you'll play a vital role in ensuring our attendees have exceptional experiences. This remote position offers the flexibility of working from home while requiring on-site presence at select events throughout the year. Additionally, you will provide remote support for various events as needed. We are seeking a dedicated individual based in the United States who is ready to contribute to our dynamic team.
**Key Responsibilities**
* Deliver outstanding service via email and in-person interactions to provide the ultimate fan experience.
* Be prepared to travel to see our shows in action and provide on-site customer service as needed.
* Collaborate closely with the Operations and Marketing Departments to resolve customer and ticketing issues.
* Work with the Marketing team and ticket platform provider to identify and implement enhancements and new initiatives to improve the fan experience.
* Provide appropriate solutions and alternatives within time limits, ensuring follow-up and escalation when necessary.
* Assist with the placement of orders, refunds, upgrades, or exchanges.
* Manage a large volume of incoming emails and advise on company/show information.
* Offer assistance and propose options for accessibility requests.
* Keep accurate records of customer interactions and file necessary documents.
* Follow communication procedures, guidelines, and policies.
* Compile reports on overall customer satisfaction, ticketing, and other relevant areas as required.
* Assist with admission ticket builds and Will Call requests.
* Support the RFID badge ordering and fulfillment process.
* Bring new ideas, problem-solve, and support the execution of initiatives to enhance our evolving shows across the portfolio.
* Continuously contribute to the ongoing improvement of the overall FAN EXPO experience.
* Other duties as required.
**Qualifications**
* Proven experience in a customer service role, preferably within the events industry.
* Strong communication skills, both written and verbal.
* Ability to work independently and manage time effectively in a remote environment.
* Willingness to travel and be on-site at select events throughout the year.
* Proficient in using customer service software and other relevant tools, such as Zendesk, Word, and Excel.
* Exceptional problem-solving skills and attention to detail.
* Positive attitude, strong work ethic, and team player.
* Located in the United States.
**Additional Information**
* Why work at arenaflex? We work hard to make sure Life at arenaflex is rewarding, supportive, and enjoyable for everyone. Here's some of what you can expect when you join us:
+ Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive, and we support a range of working patterns.
+ Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day, and active diversity and inclusion networks.
+ Broader impact: take up to four days per year to volunteer, with charity match funding available too.
+ Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms, and on-demand access to thousands of courses on LinkedIn Learning.
+ Time out: 15 days PTO rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day, and the chance to work from (almost!) anywhere for up to four weeks a year.
+ Competitive benefits, including a 401k match, health, vision, and dental insurance, parental leave, and an ESPP offering company shares at a minimum 15% discount.
+ Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app, and more.
+ Recognition for great work, with global awards and kudos programs.
+ As an international company, the chance to collaborate with teams around the world.
**Compensation and Benefits**
* The salary range for this opportunity is between $45,000 - $50,000 per annum.
* This posting will expire on 06/06/25.
**How to Apply**
If you're a motivated and enthusiastic individual with a passion for delivering exceptional customer experiences, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and learn more about your qualifications and experience.
**Equal Opportunities Employer**
arenaflex is an Equal Opportunities Employer, and we welcome applications from all qualified candidates. We base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law.