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 nothing short of memorable. Our team is built on a foundation of shared passion for live events, and we are now seeking an experienced and enthusiastic Email/Chat/Phone Specialist to join our ranks, working nights and weekends to deliver top-notch support to our valued customers.

About the Role

As an Email/Chat/Phone Specialist at blithequark, you will be at the forefront of our customer service efforts, engaging with hundreds of customers who share your passion for live events. Your primary objective will be to provide proactive, friendly, and high-quality service, addressing customer inquiries, resolving issues, and ensuring that every interaction is a positive reflection of our brand. Whether you are troubleshooting technical concerns, answering questions about events or our services, or simply offering expert advice, your role will be pivotal in creating memorable experiences for our customers.

Key Responsibilities

• Handle customer contacts promptly and professionally via phone, email, and live chat, ensuring that all inquiries are addressed efficiently and effectively.
• Answer questions about purchases, active orders, inventory, and upcoming events, utilizing your knowledge and internal resources to provide accurate and helpful information.
• Support our customers proactively, anticipating their needs and offering solutions to enhance their overall experience with blithequark.
• Utilize internal and external technology to manage order fulfillment, ensuring that all customer orders are processed smoothly and efficiently.
• Contribute to the growth and culture of our team, participating in training sessions, sharing knowledge, and collaborating with colleagues to achieve our business objectives.
• Create memorable experiences for our customers, fostering a sense of community and shared passion for live events that reflects the values and mission of blithequark.

Role Expectations and Progression

As you grow and develop in your role as an Email/Chat/Phone Specialist at blithequark, your expectations and responsibilities will evolve over time. Here is an overview of what you can expect in your first 30, 90, and 180 days:

30 Days In

• Complete new hire orientation, gaining the resources and knowledge you need to succeed in your role.
• Learn about the ticket marketplace and how blithequark operates, understanding your contribution to providing great experiences for our customers.
• Acclimate to our team and company norms, business objectives, and values, familiarizing yourself with our internal systems and accounts.
• Shadow teammates, documenting your observations and insights to enhance your understanding of our customer service operations.

90 Days In

• Perform core responsibilities comfortably on your own, demonstrating your ability to handle customer inquiries and issues with confidence and professionalism.
• Maintain and harvest internal and external relationships, contributing to the achievement of our business objectives and driving team efficiencies.
• Contribute to our approaches, methods, or technologies, supporting overall business goals and enhancing our customer service capabilities.
• Understand service level expectations, KPIs, and other metrics, monitoring your performance and identifying areas for improvement.

180 Days In

• Apply methods to execute individual tasks that positively impact the team, demonstrating your ability to work independently and contribute to our collective success.
• Play an active role in continued learning, advancing your skill sets and knowledge to support team goals and enhance our customer service operations.
• Handle front-line customer escalations and follow-ups, demonstrating your ability to resolve complex issues and provide exceptional support.
• Feel empowered to participate in extracurricular projects, contributing to the success of blithequark and driving innovation in our customer service efforts.

What You'll Bring

To succeed as an Email/Chat/Phone Specialist at blithequark, you will need to bring the following skills, experience, and qualities:

• 1-2 years of customer service experience via phone, email, and live chat, demonstrating your ability to provide exceptional support in a fast-paced environment.
• A team player mentality, with a drive to contribute to our culture and growth, and a willingness to collaborate with colleagues to achieve our business objectives.
• A sense of curiosity, with a keenness to ask questions, improve upon your work, and enhance our customer service operations.
• A passion for live events, including sports, concerts, or theatre, with a deep understanding of what drives our customers and how we can create memorable experiences for them.
• A flexible schedule, with the ability to work evenings, weekends, and holidays, ensuring that our customers receive the support they need, whenever they need it.
• Excellent verbal and written communication skills, with the ability to articulate complex information in a clear and concise manner.
• Experience with Zendesk or similar help desk software, with the ability to learn and adapt to new technologies and systems.

Schedule and Compensation

As an Email/Chat/Phone Specialist at blithequark, you can expect a hybrid schedule, with 3 days in the office and 2 days remote. Your working hours will be 1:30pm-10:00pm, with Thursday and Friday off, or Monday and Tuesday off, depending on the schedule. In terms of compensation, you will receive a base salary of $40,000, with bi-annual bonuses and equity, as well as fully paid training to support your growth and development.

Benefits

At blithequark, we offer a comprehensive range of benefits, including competitive compensation, bonus incentives, and equity for all employees. You will also enjoy FLEX PTO, mental health days, medical, dental, and vision insurance, 401K matching, and monthly credits and discounts for attending live events. Our hybrid working model and variety of additional workplace perks are designed to support your well-being, enhance your job satisfaction, and provide a positive work-life balance.

Conclusion

If you are a motivated and enthusiastic customer service professional, with a passion for live events and a drive to create memorable experiences for our customers, we encourage you to apply for this exciting opportunity at blithequark. As an Email/Chat/Phone Specialist, you will play a vital role in our customer service efforts, working nights and weekends to deliver top-notch support and enhance our reputation as a leader in the industry. With a comprehensive range of benefits, a hybrid working model, and opportunities for growth and development, this is a unique chance to join a dynamic team and take your career to the next level. Apply now to become a part of the blithequark family and start creating unforgettable experiences for our customers!