Join the blithequark Team: Elevating Customer Experience in Live Events
At blithequark, we're passionate about creating unforgettable 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 at the forefront of representing the blithequark brand, ensuring that our fans get the right seats at the right price. If you're driven by a passion for live events and delivering exceptional customer service, we invite you to join our dynamic team.
The Opportunity
As a key member of our customer experience team, you'll engage with hundreds of customers, addressing their queries, resolving issues, and providing proactive support via phone, email, and live chat. Your role is crucial in shaping the customer experience and fostering a loyal community of live event enthusiasts.
Key Responsibilities
- Handle customer contacts promptly and professionally, ensuring timely resolutions to their queries and concerns.
- Answer questions about purchases, orders, inventory, and upcoming events, providing accurate and helpful information.
- Utilize internal and external technology to manage order fulfillment, ensuring seamless transactions and customer satisfaction.
- Support customers proactively via phone, email, and live chat, anticipating their needs and delivering personalized service.
- Collaborate with the team to contribute to a positive culture and drive growth, sharing knowledge and best practices.
- Create memorable experiences for customers who share our passion for live events, going above and beyond to meet their expectations.
Career Progression and Growth
At blithequark, we're committed to your growth and development. Here's an overview of how your role is expected to evolve over the first 30, 90, and 180 days:
First 30 Days
- Complete new hire orientation, gaining the resources and knowledge needed to excel in your role.
- Learn about the ticket marketplace and how you contribute to delivering exceptional customer experiences.
- Acclimate to team and company norms, business objectives, and blithequark values.
- Familiarize yourself with our accounts and internal systems, ensuring a smooth transition into your new role.
- Shadow teammates and document your learnings from observing and listening to their interactions with customers.
90 Days
- Perform core responsibilities confidently and independently, handling customer contacts with ease.
- Maintain and nurture internal and external relationships, driving progress and advancing objectives.
- Contribute to the development of new approaches, methods, and technologies that support business goals and team efficiencies.
- Understand service level expectations, KPIs, and other key metrics, using data to inform your decisions.
180 Days
- Apply innovative methods to execute individual tasks, positively impacting the team and driving results.
- Take an active role in continued learning and skill development, advancing your expertise and contributing to team goals.
- Handle front-line customer escalations and follow-ups, demonstrating your expertise and commitment to customer satisfaction.
- Participate in extracurricular projects that contribute to the success of the organization, showcasing your creativity and initiative.
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 service.
- A team player mentality and drive to contribute to a positive culture and growth.
- A sense of curiosity and keenness to improve upon your work, always seeking opportunities for growth and development.
- A passion for live events, whether it's sports, concerts, or theater, and a deep understanding of what makes them special.
- A flexible schedule to work evenings, weekends, and holidays, ensuring that our customers receive support when they need it.
- Excellent verbal and written communication skills, with the ability to craft clear, concise, and compelling responses.
- Experience with Zendesk or similar help desk software, with a willingness to learn and adapt to new technologies.
Schedule and Compensation
Our schedule is designed to support our customers' needs, with two different shift options available:
- 1:30pm-10:00pm Thursday/Friday off
- 1:30pm-10:00pm Monday/Tuesday off
We offer a competitive compensation package, including:
- $40,000 base salary
- Bi-annual bonuses and equity
- Fully paid training
Benefits and Perks
At blithequark, we believe in rewarding our employees for their hard work and dedication. Our benefits package includes:
- Competitive compensation and bonus incentives
- Equity for all employees
- FLEX PTO and mental health days
- Medical, dental, and vision insurance
- 401K matching
- Monthly credits and discounts for attending live events
- Hybrid working model, with 3 days in the office and 2 days remote
- A variety of additional workplace perks to support your well-being and happiness
Join the blithequark Team
If you're passionate about delivering exceptional customer experiences and live events, we invite you to join our dynamic team at blithequark. With a commitment to growth, development, and customer satisfaction, we're the perfect place to take your career to the next level. Apply today and become a part of our mission to create unforgettable experiences for our customers!
Apply Now