Experienced Customer Experience Specialist – Live Events Support (Overnight & Weekend Shifts)

About arenaflex

Welcome to arenaflex, a dynamic and innovative company at the forefront of the live events industry. At arenaflex, we believe that every moment matters, and we are dedicated to creating unforgettable experiences for fans of sports, concerts, and theatre productions around the world. Our mission is to connect passionate event-goers with the perfect seats at the right price, ensuring that the journey from purchase to entry is seamless, enjoyable, and memorable. As a leader in the ticketing marketplace space, arenaflex combines cutting-edge technology with a deep appreciation for live entertainment, making us the go-to destination for millions of customers seeking access to the events they love.

We are more than just a ticketing platform; we are a community of enthusiastic professionals who share a common love for live events. Our team thrives on building genuine connections with our customers, whether we are troubleshooting a technical issue, helping someone find the best seats for a sold-out show, or simply sharing in the excitement of an upcoming game. At arenaflex, you will be part of a vibrant culture that values collaboration, curiosity, and continuous improvement. If you are passionate about live events and want to make a tangible impact on the experiences of countless fans, arenaflex is the place for you.

The Opportunity

We are currently hiring a dedicated and enthusiastic Email/Chat/Phone Specialist (Nights and Weekends) to join our exceptional Customer Experience team at arenaflex. This is an exciting opportunity for someone who thrives in a fast-paced, customer-centric environment and wants to play a pivotal role in shaping the experiences of hundreds of customers every day. As a frontline representative of the arenaflex brand, you will be the voice, the message, and the helping hand that our customers rely on to navigate the world of live events.

In this role, you will engage with customers across multiple communication channels, including phone, email, and live chat, providing proactive, friendly, and high-quality service. You will be responsible for answering questions about purchases, active orders, inventory, and upcoming events, as well as utilizing both internal and external technology to manage order fulfillment. Your ability to create memorable experiences and build lasting connections with our customers will be essential to your success and the success of arenaflex.

Key Responsibilities

As a vital member of our Customer Experience team, your primary responsibilities will include:

• Customer Engagement: Handle customer contacts promptly, professionally, and with empathy across phone, email, and live chat channels. Be the first point of contact for customers seeking assistance with their live event experiences.
• Issue Resolution: Answer questions about purchases, active orders, inventory, and upcoming events. Troubleshoot technical concerns and provide timely, accurate solutions that exceed customer expectations.
• Proactive Support: Anticipate customer needs and provide proactive support to ensure a seamless experience from purchase to event entry. Reach out to customers when necessary to address potential issues before they escalate.
• Technology Utilization: Leverage internal and external technology tools to manage order fulfillment efficiently. Become proficient in using help desk software such as Zendesk and other platforms critical to daily operations.
• Team Collaboration: Be a team player who contributes positively to the culture and growth of arenaflex. Share insights, provide feedback, and collaborate with colleagues to continuously improve the customer experience.
• Brand Representation: Represent the arenaflex brand with professionalism and enthusiasm, embodying our values and commitment to creating memorable experiences for every customer.
• Event Expertise: Stay informed about upcoming events, promotions, and inventory changes to provide customers with the most accurate and up-to-date information.
• Continuous Improvement: Identify opportunities to enhance processes, approaches, and technologies that drive team efficiencies and improve overall customer satisfaction.

Your Journey at arenaflex: 30, 90, and 180 Days

At arenaflex, we believe in setting our team members up for success from day one. Here is what you can expect during your first six months with us:

First 30 Days

• Complete a comprehensive new hire orientation, gaining access to all the resources and training materials you need to excel in your role.
• Learn the ins and outs of how the ticket marketplace operates and understand how your contributions directly impact customer experiences.
• Become acclimated to team and company norms, business objectives, and the core values that drive arenaflex forward.
• Gain access to and familiarize yourself with our accounts, systems, and internal tools.
• Shadow experienced teammates and document key learnings from observing their emails, calls, and chat interactions.

First 90 Days

• Perform core responsibilities comfortably and confidently on your own.
• Build, maintain, and nurture internal and external relationships to achieve progress and advance team objectives.
• Contribute ideas and feedback to improve our approaches, methods, and technologies, supporting overall business goals and driving team efficiencies.
• Understand service level expectations, key performance indicators (KPIs), and other metrics used to measure success.

First 180 Days

• Apply proven methods to execute individual tasks that positively impact the team and the broader organization.
• Take an active role in continued learning to advance the skill sets necessary for achieving team goals.
• Handle front-line customer escalations and follow-ups with confidence and professionalism.
• Feel empowered to participate in extracurricular projects and initiatives that contribute to the overall success of arenaflex.

What You Will Bring

To thrive in this role, you will need a combination of skills, experience, and personal attributes. Here is what we are looking for in our ideal candidate:

Essential Qualifications

• Customer Service Experience: A minimum of 1-2 years of professional customer service experience, with demonstrated proficiency in handling inquiries via phone, email, and live chat.
• Team Player Mentality: A strong desire to contribute to team culture, support colleagues, and drive collective growth.
• Curiosity and Drive: A natural sense of curiosity to ask questions, seek answers, and continuously improve upon your work.
• Passion for Live Events: A genuine enthusiasm for sports, concerts, or theatre, and a desire to share that passion with customers.
• Flexibility: The ability to work a flexible schedule, including evenings, weekends, and holidays, to meet the needs of our customers and the business.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey information clearly, concisely, and compassionately.
• Technical Proficiency: Experience with Zendesk or similar help desk software, with a willingness to learn new tools and technologies.

Preferred Qualifications

• Previous experience in the ticketing, entertainment, or e-commerce industry.
• Familiarity with CRM systems and customer service metrics.
• Experience working in a hybrid or remote environment.
• A demonstrated ability to handle high-volume customer interactions in a fast-paced setting.

Skills and Competencies for Success

Success in this role requires a unique blend of technical skills, interpersonal abilities, and personal attributes. Key competencies include:

• Active Listening: The ability to listen carefully to customer concerns, ask clarifying questions, and respond with empathy and understanding.
• Problem-Solving: Strong analytical and critical thinking skills to identify issues, evaluate options, and deliver effective solutions.
• Adaptability: The ability to thrive in a dynamic, fast-paced environment and adjust to changing priorities and customer needs.
• Time Management: Excellent organizational skills and the ability to manage multiple customer interactions simultaneously without sacrificing quality.
• Resilience: The ability to handle challenging customer interactions with professionalism, patience, and a positive attitude.
• Attention to Detail: A meticulous approach to documenting customer interactions, processing orders, and following up on outstanding issues.
• Customer Obsession: A relentless focus on delivering exceptional customer experiences and exceeding expectations at every touchpoint.

Career Growth and Learning Opportunities

At arenaflex, we are committed to the professional development and growth of our team members. As an Email/Chat/Phone Specialist, you will have access to a wide range of learning opportunities, including comprehensive paid training, ongoing coaching and mentorship, and the chance to develop your skills in a supportive, collaborative environment. As you gain experience and demonstrate your capabilities, you will have opportunities to take on additional responsibilities, lead projects, and advance your career within the company. Many of our team members have grown into roles such as Team Leads, Quality Analysts, Training Specialists, and Customer Experience Managers. At arenaflex, your career trajectory is limited only by your ambition and dedication.

Work Environment and Company Culture

arenaflex fosters a vibrant, inclusive, and supportive work environment where every team member is valued and empowered to succeed. Our culture is built on collaboration, curiosity, and a shared passion for live events. We believe that when our employees are happy and engaged, our customers receive the best possible service. Our hybrid working model offers the flexibility of remote work combined with the camaraderie and connection of in-office collaboration. You will work alongside a team of enthusiastic professionals who are as passionate about live events as you are, creating an energizing and inspiring atmosphere. We celebrate diversity, encourage open communication, and promote a healthy work-life balance through flexible PTO, mental health days, and a variety of workplace perks.

Compensation, Perks, and Benefits

arenaflex is proud to offer a comprehensive compensation package that reflects the value we place on our team members. This includes:

• Competitive Base Salary: A starting base salary of $40,000, with opportunities for growth based on performance and tenure.
• Bi-Annual Bonuses and Equity: Performance-based bonuses and equity opportunities that allow you to share in the success of arenaflex.
• Fully Paid Training: Comprehensive training programs to ensure you have the knowledge and skills needed to excel in your role.
• Flexible PTO: Generous paid time off to help you recharge and maintain a healthy work-life balance.
• Mental Health Days: Dedicated time off to prioritize your mental well-being.
• Comprehensive Insurance: Medical, dental, and vision insurance plans to keep you and your family healthy.
• 401K Matching: A retirement savings plan with company matching contributions to help you plan for the future.
• Live Event Credits and Discounts: Monthly credits and exclusive discounts that allow you to attend the live events you love.
• Hybrid Working Model: A flexible schedule that combines the benefits of in-office collaboration with the convenience of remote work.
• Additional Workplace Perks: A variety of additional benefits designed to enhance your overall well-being and job satisfaction.

Schedule Details

This position follows a structured yet flexible schedule designed to support both our customers and our team members. The schedule includes:

• Week 1: 1:30 PM - 10:00 PM, with Thursday and Friday off.
• Week 2: 1:30 PM - 10:00 PM, with Monday and Tuesday off.
• Hybrid Model: A blend of in-office and remote work, with three days in the office and two days remote each week.

Please note that flexibility is essential, as this role requires availability during evenings, weekends, and holidays to best serve our customers during peak event times.

How to Apply

If you are a passionate, customer-focused professional with a love for live events and a desire to make a difference, we want to hear from you. Join arenaflex and become part of a team that is redefining the live events experience for fans around the world. Bring your skills, your enthusiasm, and your commitment to excellence, and we will provide the support, training, and opportunities you need to thrive. Apply today and take the first step toward an exciting and rewarding career with arenaflex. We look forward to welcoming you to our team!