Email/Chat/Phone Specialist (Nights and Weekends) - Delivering Exceptional Customer Experiences at blithequark

Join the blithequark Team: Where Live Events Meet Unforgettable Customer Experiences

At blithequark, we're passionate about creating memorable experiences for our customers, from the moment they purchase tickets to the moment they enter the gates of their favorite live events. As an Email/Chat/Phone Specialist (Nights and Weekends), you'll be on the front lines, representing the blithequark brand and ensuring that our fans get the right seats at the right price. If you're a customer service enthusiast with a passion for live events, we invite you to join our dynamic team and be part of delivering exceptional customer experiences.

The Opportunity

As an Email/Chat/Phone Specialist, you'll engage with hundreds of customers who share our passion for live events. You'll provide proactive, friendly, and high-quality service via phone, email, and live chat, troubleshooting technical concerns, answering questions about events or our services, and utilizing internal and external technology to manage order fulfillment. Your role is crucial in creating memorable experiences for our customers and driving the success of blithequark.

Key Responsibilities

• Handle customer contacts promptly and professionally, responding to inquiries about purchases, orders, inventory, and upcoming events.
• Support our customers proactively via phone, email, and live chat, resolving issues and addressing concerns in a timely and effective manner.
• Utilize internal and external technology to manage order fulfillment, ensuring seamless and efficient customer experiences.
• Be a team player, contributing to the culture and growth of blithequark, and collaborating with colleagues to achieve shared goals.
• Create memorable experiences for customers who share our love for live events, fostering a loyal community of fans.

Career Growth and Development

At blithequark, we're committed to your growth and development. Here's how your role expectations will progress as a Call Center Associate in the first 30, 90, and 180 days:

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, demonstrating a high level of proficiency.
• 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 you're meeting and exceeding targets.

180 Days In

• Apply methods to execute individual tasks that positively impact the team, driving results and improving processes.
• Play an active role in continued learnings to advance skill sets necessary for team goals, staying ahead of the curve.
• Handle front-line customer escalations and follow-ups, demonstrating expertise and empathy.
• Feel empowered to participate in extracurricular projects that will contribute to the success of the organization, taking ownership and driving innovation.

What You'll Bring

To succeed 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 customer experiences.
• A team player mentality and drive to contribute to culture and growth, collaborating with colleagues to achieve shared goals.
• A sense of curiosity to ask questions and keenness to improve upon work, staying ahead of the curve and driving innovation.
• A passion for live events (sports, concerts, or theatre), sharing our enthusiasm for creating memorable experiences.
• A flexible schedule to work evenings, weekends, and holidays, ensuring seamless customer support.
• Excellent verbal and written communication skills, with the ability to craft compelling responses and resolve issues effectively.
• Experience with Zendesk or similar help desk software, leveraging technology to drive efficient customer support.

Schedule and Compensation

We offer a hybrid schedule with 3 days in the office and 2 days remote, providing flexibility and work-life balance. The schedule is as follows:

• 1:30pm-10:00pm Thursday/Friday off
• 1:30pm-10:00pm Monday/Tuesday off

The compensation package includes:

• $40,000 base salary with bi-annual bonuses and equity, providing a competitive and rewarding compensation structure.
• Training is fully paid, ensuring you're equipped with the skills and knowledge needed to succeed.

Benefits and Perks

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

• Competitive compensation; bonus incentives and equity for all employees.
• FLEX PTO; mental health days; medical, dental, and vision insurance.
• 401K matching; monthly credits and discounts for attending live events.
• Hybrid working model; and a variety of additional workplace perks.

Join the blithequark Team

If you're passionate about delivering exceptional customer experiences and sharing our enthusiasm for live events, we invite you to join the blithequark team. As an Email/Chat/Phone Specialist (Nights and Weekends), you'll be part of a dynamic team that's shaping the future of live event ticketing. Apply now and be part of creating unforgettable experiences for our customers!