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 delivering exceptional service, ensuring that every interaction with our brand is nothing short of memorable. Our mission is to connect people with their passion for live events, and we are looking for a dedicated and enthusiastic Email/Chat/Phone Specialist to join our team.

Job Overview

As an Email/Chat/Phone Specialist at blithequark, you will be the face of our brand, engaging with hundreds of customers who share our passion for live events. Your role will be to provide proactive, friendly, and high-quality service, ensuring that our customers have an exceptional experience from start to finish. You will be responsible for handling customer contacts, answering questions, and resolving issues in a timely and professional manner.

Key Responsibilities

• Handle customer contacts via phone, email, and live chat, providing prompt and professional support
• Answer questions about purchases, orders, inventory, and upcoming events, utilizing internal and external technology to manage order fulfillment
• Support customers proactively, troubleshooting technical concerns and addressing any issues that may arise
• Utilize internal and external technology to manage order fulfillment, ensuring that customers receive their tickets on time
• Contribute to a positive and inclusive team culture, collaborating with colleagues to achieve business objectives and drive team efficiencies
• Create memorable experiences for customers, sharing our passion for live events and ensuring that every interaction with our brand is exceptional

Role Expectations and Progression

As an Email/Chat/Phone Specialist at blithequark, your role expectations will progress over time, with key milestones at 30, 90, and 180 days. Here's what you can expect:

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've learned from observing and listening to their emails and calls

90 Days In

• Perform core responsibilities comfortably on your own, with a high level of accuracy and efficiency
• 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, using data to inform your decisions and improve performance

180 Days In

• Apply methods to execute individual tasks that positively impact the team, taking ownership of your work and contributing to our success
• Play an active role in continued learning, advancing your skill sets and knowledge to achieve team goals and drive business results
• Handle front-line customer escalations and follow-ups, resolving issues in a timely and professional manner
• Feel empowered to participate in extracurricular projects that will contribute to the success of the organization, using your skills and expertise to make a positive impact

What You'll Bring

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

• 1-2 years of customer service experience via phone, email, and live chat, with a proven track record of delivering exceptional service
• A team player mentality and drive to contribute to culture and growth, with a positive and collaborative approach to work
• A sense of curiosity to ask questions and a keenness to improve upon your work, with a commitment to ongoing learning and development
• A passion for live events (sports, concerts, or theatre), with a deep understanding of what drives our customers and how we can deliver exceptional experiences
• A 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 the ability to quickly learn and adapt to new technologies

Schedule and Compensation

We offer a competitive schedule and compensation package, including:

• A hybrid schedule with 3 days in the office and 2 days remote, providing flexibility and work-life balance
• A base salary of $40,000, with bi-annual bonuses and equity, recognizing and rewarding your contributions to our success
• Fully paid training, with ongoing learning and development opportunities to help you grow and succeed in your role

Benefits

At blithequark, we offer a comprehensive benefits package, including:

• Competitive compensation, bonus incentives, and equity for all employees, recognizing and rewarding your contributions to our success
• FLEX PTO, mental health days, and a range of other benefits to support your well-being and work-life balance
• Medical, dental, and vision insurance, with a range of options to suit your needs
• 401K matching, with a commitment to supporting your long-term financial goals
• Monthly credits and discounts for attending live events, with the opportunity to experience the thrill of live events firsthand
• A hybrid working model, with flexibility and autonomy to work in a way that suits you best
• A range of additional workplace perks, with a commitment to creating a positive and inclusive work environment

Conclusion

If you're passionate about delivering exceptional customer service and creating unforgettable experiences, we want to hear from you. As an Email/Chat/Phone Specialist at blithequark, you'll have the opportunity to make a real difference in the lives of our customers, while developing your skills and advancing your career. Apply now to join our team and start your journey with blithequark today!