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

Join the blithequark Team: Delivering Exceptional Customer Experiences in the Live Events Industry

At blithequark, we're passionate about connecting fans to the events that excite them. As a leader in the live events ticketing industry, we've been recognized for our outstanding customer service, 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 schedule.

The Opportunity

As a Customer Service Representative at blithequark, you'll 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, resolving unique issues with empathy, confidence, and professionalism. Our ideal candidates are those who thrive in fast-paced environments, are energized by solving complex problems, and possess excellent technical expertise.

Key Responsibilities

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

Career Growth and Development

As a Customer Service Representative at blithequark, you'll have the opportunity to grow and develop your skills over time. Here's a breakdown of what you can expect in your first 30, 90, and 180 days:

30 Days: Onboarding and Training

• 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 fans 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.

90 Days: Contributing to Team Success

• 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.

180 Days: Autonomy and Leadership

• 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.
• Competent on industry nuances and company policies.
• Manage highly complex, escalated, and high-value contacts without guidance.
• Ingrained as a key player of the team who runs autonomously throughout day-to-day responsibilities.

What You'll Bring

To succeed as a Customer Service Representative at blithequark, you'll need:

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

Work Schedule and Environment

Our Customer Service Representatives work a hybrid schedule, splitting their time between our brand-new, perk-filled office space and working from home. The schedule for this role is:

• The first 2 weeks of employment are Monday-Friday 9-6 for training (paid).
• Schedule: Thurs/Fri, Sun/Mon, or Sun/Wed off.
• Hours are: 3:30pm-12:00am.
• 3 days in office and 2 days at home.

Compensation and Benefits

At blithequark, 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.
• Opportunity to earn additional income through bonus incentives.
• See your favorite live events and performers on us!

Join the blithequark Team

If you're passionate about delivering exceptional customer experiences and are looking for a dynamic and supportive work environment, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at blithequark, you'll have the chance to grow and develop your skills, work with a talented team, and make a real impact on our customers' lives.

Don't miss out on this opportunity to join our team and be a part of creating unforgettable experiences for fans and sellers alike. Apply now!