Experienced Customer Service Representative - Nights and Weekends (Full-Time) at blithequark

Join the blithequark Team: Delivering Exceptional Customer Experiences

At blithequark, we're passionate about creating unforgettable experiences for our customers, connecting them to the events that excite them the most. As a leader in the industry, we've been voted "Best Customer Service" two years in a row by Newsweek. We're now seeking an experienced Customer Service Representative to join our Expedited Resolutions Team, working nights and weekends on a full-time basis. If you're driven by a passion for delivering outstanding customer service, thrive in a fast-paced environment, and are looking for a dynamic role with opportunities for growth, we encourage you to apply.

The Opportunity

As a Customer Service Representative on our Expedited Resolutions Team, you will be the primary point of contact for high-level customer inquiries via phone, chat, and email. You'll have the opportunity to engage with hundreds of customers and sellers, utilizing your technical expertise to resolve unique issues efficiently and effectively. With empathy, confidence, and professionalism, you will play a critical role in connecting our VIP customers to the events they love.

Key Responsibilities

• Maintain an excellent customer experience through tone, empathy, confidence, and attention to detail in every interaction.
• Develop and present solutions to customer issues efficiently and effectively, ensuring timely resolutions.
• Update internal order notes appropriately and ensure proper procedures are followed during all customer and seller interactions.
• Maintain thorough knowledge of company values, processes, and policies to ensure accurate exchanging of information, order replacements, refunds, credits, etc.
• Utilize empathy and professionalism in every interaction to deliver a best-in-class customer experience.

Career Progression and Growth

As a Customer Service Representative on our Expedited Resolutions Team, you'll have clear goals and expectations for growth and development. Here's what you can expect in your first 30, 90, and 180 days:

First 30 Days:

• 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 and sellers.
• Acclimate to team and company norms, business objectives, and blithequark's values.
• Understand the flow of buyer orders and entry-level call inquiries.
• Become familiar with company policies and processes.
• Navigate and resolve non-complex calls.
• Complete training with a complete understanding of how this role plays an important part in lowering customer anxiety.

First 90 Days:

• Contribute to our approaches, methods, and technologies to support overall business goals, drive team efficiencies, and reduce customer anxiety.
• Maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives.
• Exhibit deep understanding and application of industry and company processes, including replacing ticket inventory and navigating escalated contacts.

First 180 Days:

• Apply methods to execute individual tasks that positively impact the team.
• Play an active role in continued learnings to advance skill sets necessary for team goals.
• Become competent on industry nuances and company policies.
• Manage highly complex, escalated, and high-value contacts without guidance.
• Become an ingrained key player of the team who runs autonomously throughout day-to-day responsibilities.

What You'll Bring

To succeed in this role, you'll need:

• Work experience in customer service in a retail or service-related industry.
• Computer proficiency, including the ability to maintain 50+ WPM typing speed and efficiently operate basic PC/web browser functionality.
• Excellent empathy, confidence, and patience.
• Strong written communication skills with an aptitude for grammar and spelling accuracy.
• The ability to multitask in a fast-paced environment.
• Self-reliance and the ability to work with minimum supervision.
• Research skills to troubleshoot customer issues.
• Willingness to be flexible in work hours where needed.
• A genuine interest in live events, sports, and entertainment.

Work Schedule and Environment

The first two weeks of employment are Monday-Friday, 9-6 for training, which is paid. The schedule for this role is:

• Thurs/Fri, Sun/Mon, or Sun/Wed off
• Hours are: 3:30 pm - 12:00 am
• Hybrid model, not fully remote: 3 days in the office and 2 days at home

Compensation and Benefits

We offer a competitive compensation package, including:

• $40,000 base salary with overtime eligibility
• Bi-annual bonuses
• Annual equity grant
• Flexible PTO, Mental Health Days, Floating Holidays, and Wellness programs
• 401K Matching
• The opportunity to see your favorite live events and performers on us!
• A hybrid work environment with a brand-new, perk-filled office space

Why Join blithequark?

At blithequark, we're committed to creating a work environment that's engaging, supportive, and rewarding. You'll have the opportunity to:

• Work with a talented team passionate about delivering exceptional customer experiences
• Develop your skills and expertise in a dynamic and fast-paced industry
• Enjoy a flexible work schedule and work-life balance
• Participate in ongoing training and development opportunities
• Be part of a company that's shaping the future of live events and entertainment

If you're a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply to join our team at blithequark. With your skills and experience, you'll be an integral part of delivering exceptional customer experiences and driving business success.