Experienced Customer Service Representative – Email, Chat, and Phone 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 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 through various channels, including email, chat, and phone.

Job Overview

We are seeking an experienced and enthusiastic Email/Chat/Phone Specialist to join our team, working nights and weekends. As a frontline representative of blithequark, you will engage with hundreds of customers, providing proactive, friendly, and high-quality service. Your role will be crucial in ensuring that our fans get the right seats at the right price, and that their overall experience with blithequark is nothing short of exceptional.

Key Responsibilities

• Handle customer contacts promptly and professionally via phone, email, and live chat
• Answer questions about purchases, active orders, inventory, and upcoming events
• Utilize internal and external technology to manage order fulfillment and resolve customer inquiries
• Support our customers proactively, addressing their concerns and providing personalized solutions
• Contribute to a positive team culture and growth, collaborating with colleagues to achieve business objectives
• Create memorable experiences for customers who share our passion for live events

Role Expectations and Progression

As a Call Center Associate at blithequark, your role expectations will evolve over time. Here's a glimpse of what you can expect in the first 30, 90, and 180 days:

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 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 continuous improvement

180 Days In

• Apply methods to execute individual tasks that positively impact the team and contribute to the success of blithequark
• Play an active role in continued learnings to advance skill sets necessary for team goals
• Handle front-line customer escalations and follow-ups, demonstrating expertise and confidence in resolving complex issues
• Feel empowered to participate in extracurricular projects that will contribute to the success of the organization, driving innovation and growth

Requirements and Qualifications

To be successful in this role, you'll need:

Essential Qualifications

• 1-2 years of customer service experience via phone, email, and live chat
• Team player mentality and drive to contribute to culture and growth
• Sense of curiosity to ask questions and keenness to improve upon work
• Passion for live events (sports, concerts, or theatre)
• Flexible schedule to work evenings, weekends, and holidays
• Excellent verbal and written communication skills
• Experience with Zendesk or similar help desk software

Preferred Qualifications

• Previous experience in a call center or customer-facing environment
• Knowledge of ticket marketplaces and the live events industry
• Proficiency in multiple software applications and technologies
• Strong problem-solving and analytical skills

Skills and Competencies

To excel in this role, you'll need to possess:

• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment, handling multiple customer interactions simultaneously
• Problem-solving and analytical skills, with a focus on resolving complex customer issues
• Adaptability and flexibility, with a willingness to learn and grow with the team
• Positive attitude and passion for delivering exceptional customer service

Career Growth and Learning Opportunities

At blithequark, we're committed to helping our employees grow and develop in their careers. As an Email/Chat/Phone Specialist, you'll have access to:

• Comprehensive training programs, designed to enhance your skills and knowledge
• Ongoing coaching and feedback, to help you achieve your goals and objectives
• Opportunities for career advancement, with a focus on promoting from within
• A collaborative and supportive team environment, where you can learn from and share knowledge with colleagues

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive company culture. As an employee, you can expect:

• A dynamic and fast-paced work environment, with a focus on teamwork and collaboration
• A comprehensive benefits package, including competitive compensation, bonus incentives, and equity
• A hybrid working model, with a mix of in-office and remote work
• Flexible scheduling, with opportunities for work-life balance
• A fun and social team, with regular events and activities

Compensation and Benefits

As an Email/Chat/Phone Specialist at blithequark, you can expect:

• A competitive base salary of $40,000, with bi-annual bonuses and equity
• Comprehensive training programs, fully paid by the company
• A range of benefits, including FLEX PTO, mental health days, medical, dental, and vision insurance, and 401K matching
• Monthly credits and discounts for attending live events, so you can enjoy the experiences you help create
• A hybrid working model, with a mix of in-office and remote work

Conclusion

If you're passionate about delivering exceptional customer service, and you're looking for a dynamic and fast-paced work environment, we encourage you to apply for this exciting opportunity at blithequark. As an Email/Chat/Phone Specialist, you'll be an integral part of our team, helping to create unforgettable experiences for our customers. Don't miss out on this chance to join a leading company in the live events industry – apply today and take the first step towards an exciting and rewarding career at blithequark!