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 customers, troubleshooting technical concerns, and answering questions about events and our services. If you share our passion for live events and are committed to delivering outstanding customer experiences, we invite you to join our team as an Email/Chat/Phone Specialist (Nights and Weekends).
Job Overview
In this role, you will be the face of arenaflex, representing our brand and providing proactive, friendly, and high-quality service to our customers. You will be responsible for handling customer contacts, answering questions about purchases, orders, inventory, and upcoming events, and utilizing internal and external technology to manage order fulfillment. As a key member of our customer experience team, you will contribute to creating memorable experiences for our customers, who share our love for live events.
Key Responsibilities
- Handle customer contacts promptly and professionally via phone, email, and live chat
- Answer questions about purchases, orders, inventory, and upcoming events
- Support customers proactively, resolving issues and providing solutions in a timely and efficient manner
- Utilize internal and external technology to manage order fulfillment, ensuring seamless and accurate processing
- Collaborate with team members to contribute to culture and growth, sharing knowledge and best practices to drive team success
- Create memorable experiences for customers, exceeding their expectations and building loyalty to the arenaflex brand
Role Expectations and Progression
As an Email/Chat/Phone Specialist (Nights and Weekends) at arenaflex, you can expect to progress through the following milestones:
30 Days In
- Complete new hire orientation, gaining the resources and knowledge needed to succeed in the role
- Learn about the live events industry, ticket marketplaces, and how you will 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 have learned from observing and listening to their emails and calls
90 Days In
- Perform core responsibilities comfortably on your own, with a high level of accuracy and efficiency
- 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, using data to inform your decisions and improve performance
180 Days In
- Apply methods to execute individual tasks that positively impact the team, driving results and achieving goals
- Play an active role in continued learning, advancing skill sets necessary for team goals and contributing to the success of the organization
- Handle front-line customer escalations and follow-ups, resolving complex issues and providing exceptional service
- Feel empowered to participate in extracurricular projects that will contribute to the success of the organization, driving innovation and growth
What You'll Bring
To succeed as an Email/Chat/Phone Specialist (Nights and Weekends) at arenaflex, you will need:
- 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 a keenness to improve upon your 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 (desired)
Schedule and Compensation
We offer a competitive schedule and compensation package, including:
- A hybrid schedule with 3 days in the office and 2 days remote, following an initial 3-week training period
- A base salary of $40,000, with bi-annual bonuses and equity
- Fully paid training
- Competitive benefits, including FLEX PTO, mental health days, medical, dental, and vision insurance, 401K matching, and monthly credits and discounts for attending live events
Why Join arenaflex?
At arenaflex, we are committed to creating a work environment that is collaborative, inclusive, and supportive. We offer a range of perks and benefits, including a hybrid working model, flexible scheduling, and opportunities for professional growth and development. If you are passionate about live events and customer service, and are looking for a challenging and rewarding role, we encourage you to apply to join our team.
Conclusion
As an Email/Chat/Phone Specialist (Nights and Weekends) at arenaflex, you will have the opportunity to make a real difference in the lives of our customers, creating memorable experiences and building loyalty to our brand. If you are a motivated and customer-focused individual, with a passion for live events and a commitment to delivering exceptional service, we invite you to apply for this exciting role. Join our team and become part of a dynamic and growing organization that is dedicated to making a positive impact in the lives of our customers.
Apply Now