**Email/Chat/Phone Specialist (Nights and Weekends) at arenaflex**

As a highly skilled and enthusiastic Email/Chat/Phone Specialist (Nights and Weekends) at arenaflex, you will be at the forefront of delivering exceptional customer experiences to our loyal fan base. arenaflex is a leading ticket marketplace that prides itself on creating unforgettable experiences for our customers from the moment they purchase tickets until they enter the gates. As a key member of our team, you will be instrumental in representing the arenaflex brand, ensuring that our fans receive the right seats at the right price, and exceeding their expectations through proactive, friendly, and high-quality service. **The Opportunity:** Join our dynamic team of customer experience specialists who thrive on making connections with our customers, whether troubleshooting technical concerns or answering questions about events or our services. As an Email/Chat/Phone Specialist (Nights and Weekends) at arenaflex, you will be responsible for answering questions about purchases, active orders, inventory, and upcoming events, utilizing internal and external technology to manage order fulfillment. Your passion for live events, combined with your exceptional communication skills and customer-centric approach, will make you an invaluable asset to our team. **How Your Role Contributes to the Success of arenaflex:** * Handle customer contacts, promptly and professionally, to ensure a seamless experience for our customers. * Answer questions about purchases, orders, inventory, and upcoming events, providing accurate and timely information to our customers. * Support our customers proactively via phone, email, and live chat, resolving issues and exceeding their expectations. * Utilize internal and external technology to manage order fulfillment, ensuring that our customers receive their tickets on time and in the correct format. * Be a team player and contribute to our culture and growth, sharing your ideas and expertise to drive business objectives and improve team efficiencies. * Create memorable experiences with customers who share our love for live events, fostering a loyal community of fans who will return to arenaflex for all their ticketing needs. **How Your Role Expectations Will Progress as a Call Center Associate in the First 30, 90, and 180 Days:** ### 30 Days In * Complete new hire orientation, gaining the resources you need to be successful in your role. * Learn how ticket marketplaces operate 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 minimal supervision. * 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, ensuring that you are meeting and exceeding our performance standards. ### 180 Days In * Apply methods to execute individual tasks that positively impact the team, driving business objectives and improving team efficiencies. * Play an active role in continued learnings to advance skill sets necessary for team goals, staying up-to-date with industry trends and best practices. * Handle front-line customer escalations and follow-ups, providing exceptional service and resolving issues in a timely and professional manner. * Feel empowered to participate in extracurricular projects that will contribute to the success of the organization, sharing your ideas and expertise to drive business growth. **What You'll Bring:** * 1-2 years of customer service experience via phone, email, and live chat, with a proven track record of delivering exceptional customer experiences. * Team player mentality and drive to contribute to culture and growth, sharing your ideas and expertise to drive business objectives and improve team efficiencies. * Sense of curiosity to ask questions and keenness to improve upon work, staying up-to-date with industry trends and best practices. * Passion for live events (sports, concerts, or theatre), with a deep understanding of the ticketing industry and its nuances. * Flexible schedule to work evenings, weekends, and holidays, with a willingness to adapt to changing business needs. * Excellent verbal and written communication skills, with the ability to communicate complex information in a clear and concise manner. * Experience with Zendesk or similar help desk software, with a proven ability to utilize technology to manage order fulfillment and resolve customer issues. **Schedule:** * 1:30pm-10:00pm Thursday/Friday off * 1:30pm-10:00pm Monday/Tuesday off * Hybrid schedule with 3 days in office and 2 days remote, allowing for flexibility and work-life balance. **Compensation:** * $40,000 base salary with bi-annual bonuses and equity, providing a competitive compensation package that rewards your hard work and dedication. * Training is fully paid, ensuring that you have the resources you need to succeed in your role. **Benefits:** * arenaflex provides competitive compensation; bonus incentives and equity for all employees; FLEX PTO; mental health days; medical, dental, and vision insurance; 401K matching; monthly credits and discounts for attending live events; hybrid working model; and a variety of additional workplace perks, creating a comprehensive benefits package that supports your physical, mental, and financial well-being. **How to Apply:** If you are a highly motivated and customer-centric individual with a passion for live events, we encourage you to apply for the Email/Chat/Phone Specialist (Nights and Weekends) role at arenaflex. Please visit our website to submit your application and join our dynamic team of customer experience specialists. Apply for this job