Experienced Customer Service Representative – Email, Chat, and Phone Support Specialist for Nights and Weekends at blithequark

Introduction to blithequark At blithequark, 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 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 team, working nights and weekends to provide top-notch support to our customers. As the face of blithequark, you will be responsible for engaging with hundreds of customers, addressing their queries, resolving issues, and ensuring that they have an exceptional experience with our brand. If you are passionate about live events, have excellent communication skills, and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity. Key Responsibilities Handle customer contacts promptly and professionally via phone, email, and live chat, providing proactive and friendly support to resolve queries and concerns. Answer questions about purchases, active orders, inventory, and upcoming events, utilizing internal and external technology to manage order fulfillment. Support our customers proactively, troubleshooting technical concerns, and addressing any issues that may arise during their interaction with our brand. Contribute to the growth and culture of our team, collaborating with colleagues to achieve business objectives and drive team efficiencies. Create memorable experiences for our customers, sharing our passion for live events and ensuring that every interaction with blithequark is positive and engaging. Role Expectations and Progression As a Call Center Associate at blithequark, your role expectations will progress over the first 30, 90, and 180 days, as outlined below: 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'll contribute to providing great experiences for our customers. Acclimate to team and company norms, business objectives, and blithequark 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 focus on delivering exceptional customer service. 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 performance targets. 180 days in: Apply methods to execute individual tasks that positively impact the team, driving business growth and customer satisfaction. Play an active role in continued learnings, advancing your skill sets necessary for team goals and contributing to the success of blithequark. Handle front-line customer escalations and follow-ups, demonstrating your ability to resolve complex issues and provide exceptional support. Feel empowered to participate in extracurricular projects that will contribute to the success of the organization, driving innovation and growth. Essential Qualifications To be successful in this role, you will need: 1-2 years of customer service experience via phone, email, and live chat, with a proven track record of delivering exceptional support. A team player mentality and drive to contribute to culture and growth, with a passion for live events and a desire to make a positive impact on our customers. A sense of curiosity to ask questions and a keenness to improve upon your work, with a focus on continuous learning and development. 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 articulate complex information in a clear and concise manner. Experience with Zendesk or similar help desk software, with a willingness to learn and adapt to new technologies. Preferred Qualifications While not essential, the following qualifications are preferred: Previous experience working in a call center or customer service environment, with a focus on delivering exceptional support and resolving complex issues. Knowledge of the ticketing industry, with a understanding of how ticket marketplaces operate and the challenges faced by customers. Experience with CRM software, with a willingness to learn and adapt to new technologies. A certification in customer service, such as a CCSP or a similar qualification, demonstrating your commitment to delivering exceptional support. Skills and Competencies To be successful in this role, you will need to possess the following skills and competencies: Communication skills: excellent verbal and written communication skills, with the ability to articulate complex information in a clear and concise manner. Problem-solving skills: ability to troubleshoot technical concerns and resolve complex issues, with a focus on delivering exceptional customer service. Teamwork and collaboration: ability to work effectively in a team environment, collaborating with colleagues to achieve business objectives and drive team efficiencies. Adaptability and flexibility: willingness to adapt to changing business needs, with a flexible schedule to work evenings, weekends, and holidays. Continuous learning: desire to learn and develop new skills, with a focus on continuous improvement and growth. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees, providing opportunities for career advancement and continuous learning. As an Email/Chat/Phone Specialist, you will have access to: Comprehensive training programs, designed to equip you with the skills and knowledge needed to succeed in your role. Mentorship and coaching, with a focus on developing your skills and abilities. Opportunities for career advancement, with a clear path for progression and growth. Access to industry-leading technologies and tools, with a focus on innovation and growth. Work Environment and Company Culture At blithequark, we pride ourselves on our positive and supportive work environment, with a focus on collaboration, innovation, and growth. Our company culture is built on the following values: Customer-centricity: a focus on delivering exceptional customer service, with a passion for creating unforgettable experiences. Teamwork and collaboration: a willingness to work together to achieve business objectives and drive team efficiencies. Innovation and growth: a desire to learn and develop new skills, with a focus on continuous improvement and growth. Integrity and transparency: a commitment to honesty and transparency, with a focus on building trust and credibility with our customers and employees. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package, with a focus on rewarding our employees for their hard work and dedication. As an Email/Chat/Phone Specialist, you will be eligible for: A base salary of $40,000, with bi-annual bonuses and equity. Comprehensive benefits package, including medical, dental, and vision insurance, 401K matching, and FLEX PTO. Opportunities for career advancement, with a clear path for progression and growth. Access to industry-leading technologies and tools, with a focus on innovation and growth. A hybrid working model, with 3 days in the office and 2 days remote, providing a flexible and supportive work environment. Conclusion If you are passionate about delivering exceptional customer service, have a desire to work in a fast-paced and dynamic environment, and are looking for a company that values its employees and offers opportunities for growth and development, then we encourage you to apply for this exciting opportunity. As an Email/Chat/Phone Specialist at blithequark, you will be part of a team that is dedicated to creating unforgettable experiences for our customers, and we look forward to welcoming you to our team. Apply for this job