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 ticket marketplace, we've been recognized for our outstanding customer service, earning us the top spot 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. If you're driven by a passion for delivering exceptional customer experiences and thrive in a fast-paced environment, we invite you to explore this exciting opportunity.

About the Role: Contributing to the Success of blithequark

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. Your role is critical in maintaining excellent customer experiences, resolving issues efficiently, and ensuring that our VIP customers receive the exceptional service they deserve. You'll work closely with customers and sellers, developing and presenting solutions to their issues while maintaining thorough knowledge of company values, processes, and policies.

Key Responsibilities:

• Maintain 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 and ensure proper procedures are followed during all customer and seller interactions.
• Utilize empathy and professionalism to deliver a best-in-class customer experience, connecting fans to the events they love.
• Stay up-to-date on company policies, processes, and industry nuances to provide accurate information and support.

Career Growth and Development: Your Journey at blithequark

At blithequark, we're committed to your growth and development. Here's an overview of how your role expectations will evolve over time:

First 30 Days:

• Complete new hire orientation, gaining the resources you need to succeed in your role.
• Learn about ticket marketplaces and how you'll contribute to providing great experiences for fans and sellers.
• Understand the flow of buyer orders and entry-level call inquiries, becoming familiar with company policies and processes.
• Navigate and resolve non-complex calls, demonstrating a complete understanding of your role's impact on customer anxiety.

90 Days:

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

180 Days:

• Apply methods to execute individual tasks that positively impact the team, demonstrating autonomy in your day-to-day responsibilities.
• Play an active role in continued learnings to advance the skill sets necessary for team goals.
• Manage highly complex, escalated, and high-value contacts without guidance, showcasing your expertise and competence.

What You'll Bring: Essential and Preferred Qualifications

To succeed in this role, you'll need:

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

Work Schedule and Environment

The first two weeks of employment will involve training from Monday to Friday, 9 am to 6 pm, which is paid. Your regular schedule will be:

• Thurs/Fri, Sun/Mon, or Sun/Wed off
• Hours: 3:30 pm to 12:00 am
• Hybrid model, with 3 days in the office and 2 days at home, offering the flexibility to balance your personal and professional life.

Compensation and Benefits: What We Offer

At blithequark, we offer a competitive compensation package, including:

• A base salary of $40,000, with overtime eligibility for hours worked over 40 per week.
• Bi-annual bonuses and an annual equity grant, providing opportunities for additional income.
• A hybrid work environment that allows you to split your time between home and our brand-new, perk-filled office space.
• Flexible PTO, Mental Health Days, Floating Holidays, and Wellness programs to support your work-life balance.
• 401K Matching to help you save for your future.
• The opportunity to see your favorite live events and performers on us!

Join Our Team: Apply Now

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 at blithequark. As a Customer Service Representative on our Expedited Resolutions Team, you'll play a critical role in connecting fans to the events they love, while enjoying a competitive compensation package and opportunities for growth and development. Don't miss out on this chance to join our team and be part of a company that's dedicated to making a difference in the live events industry.