**Experienced Customer Service Representative (Nights and Weekends) – Expedited Resolutions Team**

At arenaflex, we're dedicated to delivering exceptional experiences for our customers and sellers. As a Customer Service Representative on our Expedited Resolutions Team, you'll play a critical role in connecting our VIP customers to the events that excite them. With a passion for solving unique issues, sharing technical expertise, and handling multiple tasks effectively and efficiently, you'll be an integral part of our best-in-class team. **The Opportunity:** Join a dynamic and fast-paced environment where you'll engage with hundreds of customers and sellers, serving as the primary point of contact for high-level customer inquiries via phone, chat, and email. As a Customer Service Representative, you'll have the opportunity to develop and present solutions to fan issues efficiently and effectively, while maintaining a thorough knowledge of company values, processes, and policies. **How Your Role Contributes to the Success of arenaflex:** * Maintain excellent customer experience with tone, empathy, confidence, and attention to detail. * Develop and present solutions to fan issues efficiently and effectively. * Update internal order notes appropriately and ensure proper procedures are followed during all fan and seller interactions. * Maintain thorough knowledge of company values, processes, and policies to ensure proper exchanging of information, order replacements, refunds, credits, etc. * Utilize empathy and professionalism in every interaction to deliver a best-in-class customer experience. **Your Role Expectations:** As a Customer Service Representative on the Expedited Resolutions Team, your role expectations will progress as follows: **30 Days in:** * Complete new hire orientation, gaining the resources you need to be successful. * Learn how ticket marketplaces operate and how you'll contribute to providing great experiences for our fans and sellers. * Acclimate to team and company norms, business objectives, and arenaflex's values. * Understand the flow of buyer orders and entry-level call inquiries. * Become familiar with company policies and processes. * Navigate and resolve non-complex calls. * Complete training with a complete understanding of how this role plays an important part in lowering customer anxiety. **90 Days in:** * Contribute to our approaches, methods, and technologies to support overall business goals, drive team efficiencies, and reduce customer anxiety. * Maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives. * Exhibit deep understanding and application of industry and company processes, including replacing ticket inventory, and navigating escalated contacts. **180 Days in:** * Apply methods to execute individual tasks that positively impact the team. * Play an active role in continued learnings to advance skill sets necessary for team goals. * Competent on industry nuances and company policies. * Manage highly complex, escalated, and high-value contacts without guidance. * Ingrained as a key player of the team who runs autonomously throughout day-to-day responsibilities. **What You'll Bring:** * Work experience in customer service in retail or service-related industry. * Computer proficiency, including ability to maintain 50+ WPM typing speed and to efficiently operate basic PC/web browser functionality. * Excellent empathy, confidence, and patience. * Written communication skills with an aptitude for grammar and spelling accuracy. * Capable of multitasking in a fast-paced environment. * Self-reliant and ability to work with minimum supervision. * Research skills to troubleshoot customer issues. * Willing to be flexible in work hours where needed. * Genuine interest in live events, sports, and entertainment. **Work Schedule:** * The first 2 weeks of employment are Monday-Friday 9-6 for training. Training is paid. * Schedule: Thurs/Fri, Sun/Mon, or Sun/Wed off * Hours are: 3:30pm-12:00am. * Hybrid model, not fully remote. 3 days in office and 2 days at home. **Bonus & Overtime Eligibility:** * $40,000 base salary with overtime eligibility, Bi-Annual bonuses, annual equity grant. * Any hours worked over 40/week are overtime eligible. **At arenaflex, You'll:** * See your favorite live events and performers on us! * Work in a hybrid environment that provides the option to split time between your home and a brand new, perk-filled office space. * Balance personal life and professional responsibilities with Flexible PTO, Mental Health Days, Floating Holidays, and Wellness programs. * Earn additional income through bonus incentives. * Save for your future through 401K Matching. If you're passionate about delivering exceptional customer experiences and have a genuine interest in live events, sports, and entertainment, we encourage you to apply to this exciting opportunity. Join our team at arenaflex and be part of a dynamic and fast-paced environment where you'll have the opportunity to grow and develop your skills. Apply Now! Apply for this job