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 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, ensuring that all interactions are friendly, helpful, and resolution-focused. Answer questions about purchases, active orders, inventory, and upcoming events, utilizing internal and external technology to manage order fulfillment and provide accurate information. Support customers proactively, troubleshooting technical concerns, and addressing any issues that may arise, ensuring that our fans get the right seats at the right price. Utilize internal and external technology to manage order fulfillment, maintain accurate records, and contribute to the overall efficiency of the team. Collaborate with colleagues to contribute to a positive and supportive team culture, sharing knowledge, and best practices to drive growth and excellence. Create memorable experiences for customers who share our love for live events, ensuring that every interaction with blithequark is exceptional and memorable. 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 follows: 30 Days In Complete new hire orientation, gaining the resources and knowledge needed to be successful in your role. Learn about the ticket marketplace, how blithequark operates, and how you will contribute to providing great experiences for our customers. Acclimate to team and company norms, business objectives, and blithequark values, ensuring that you understand our mission and vision. Gain access to and familiarize yourself with our accounts and internal systems, including Zendesk or similar help desk software. Shadow teammates and document what you have learned from observing and listening to their emails and calls, ensuring that you understand our processes and procedures. 90 Days In Perform core responsibilities comfortably on your own, handling customer contacts, answering questions, and resolving issues with confidence and accuracy. Maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives, ensuring that you are a valued member of the team. Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies, sharing your ideas and suggestions for improvement. 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, taking ownership of your work and contributing to the success of blithequark. Play an active role in continued learning, advancing your skill sets, and developing your expertise to drive team goals and objectives. Handle front-line customer escalations and follow-ups, ensuring that issues are resolved promptly and professionally. Feel empowered to participate in extracurricular projects that will contribute to the success of the organization, sharing your ideas and passion for live events. What You'll Bring 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 providing exceptional support and resolving issues effectively. 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 commitment to ongoing learning and development. A flexible schedule to work evenings, weekends, and holidays, with a willingness to adapt to changing circumstances and priorities. Excellent verbal and written communication skills, with the ability to articulate complex information clearly and concisely. Experience with Zendesk or similar help desk software, with the ability to learn and adapt to new technologies and systems. 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 your contributions to the success of blithequark. Fully paid training, ensuring that you have the skills and knowledge needed to excel in your role. Benefits and Perks At blithequark, we offer a range of benefits and perks, including: Competitive compensation, bonus incentives, and equity for all employees, recognizing your value and contributions to the team. FLEX PTO, mental health days, and a range of wellness initiatives, supporting your physical and mental well-being. Medical, dental, and vision insurance, ensuring that you and your loved ones are protected and supported. 401K matching, monthly credits, and discounts for attending live events, providing opportunities for personal and professional growth. A hybrid working model, flexible scheduling, and a range of additional workplace perks, creating a positive and supportive work environment. Conclusion 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 to join the blithequark team as an Email/Chat/Phone Specialist. With a competitive compensation package, comprehensive benefits, and a range of perks, this is a unique chance to develop your skills, advance your career, and make a positive impact on our customers. Apply now to become a part of our dynamic team and contribute to the success of blithequark! Apply for this job