At arenaflex, we're on a mission to revolutionize the way we connect with customers in the music industry. As a skilled Chat Customer Service Representative, you'll be a core part of our team, working remotely to provide exceptional support to fans worldwide. If you're passionate about music, have a strong work ethic, and are eager to learn, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a full-service virtual Contact Center outsourcing company built FOR The People! Our teams are 100% Native Virtual (work at home) and always will be. We're committed to creating a work environment that's flexible, fun, and rewarding. Our mission is to provide top-notch customer support that exceeds expectations, and we're looking for talented individuals like you to join our team.
**The Role**
As a Chat Customer Service Representative, you'll play a vital role in helping fans via live chat. Your responsibilities will include:
* Expressing genuine empathy and concern for customers' issues and addressing them as if they were your own
* Answering, evaluating, and prioritizing requests from customers having questions or experiencing problems with services or products
* Identifying high-risk customer situations and escalating them appropriately without hesitation
* Keeping up with multiple chats at a time
* Accurately documenting all required information and chat details in the ticketing system
* Responding to and resolving open issues in an appropriate timeframe
* Identifying trends related to systems, platforms, and/or customers and escalating them to management
* Multi-tasking using multiple systems
* Skillfully changing from one task to another without loss of efficiency or composure
* Maintaining punctuality and attendance at all scheduled times
* Remaining positive and professional in all customer interactions
* Flexibility to cross-train as requested
**Qualifications**
To be successful in this role, you'll need:
* A LOVE of music! The biggest artists we represent are in Pop and Country
* 1-3 years of call center chat experience required
* Technical experience strongly preferred, experience in Zendesk is a definite plus
* Ability to type 30 wpm with 90% accuracy or above consistently
* Strong messaging communication skills, active listening abilities
* Ability to work independently and utilize resources to resolve customer issues
* Great understanding of text and chat acronyms
* Excellent grammar, but also knowing when to use the lingo
* Previous work-from-home experience preferred
* Understanding of contact center support metrics and ability to implement actions for improvement
* High School Diploma or equivalent
**Hardware/Software Requirements**
To ensure a seamless experience, you'll need:
* Your own computer
* Processor: Intel Core i5 5200 Series or greater
* Memory: 8GB on Windows 10 or higher / 10 64 bits
* Screen Resolution: 1280x768 or higher, dual monitors required
* USB headset
* NO Chromebooks, iPads, netbooks, or any type of tablet (Must be a laptop or a desktop)
* Up-to-date antivirus software must be installed on the platform and a recent scan completed
* Must be hardwired to router
* Firewall must be enabled
**Benefits**
As a Chat Customer Service Representative at arenaflex, you'll enjoy:
* Competitive salary: $13.00-$15 per hour plus bonuses
* Flex-time guaranteed 25 hours per week, may flex up to 40 hours per week
* Some weekends required
* 1099 contract
* Work-from-home flexibility
* Day shift, evening shift, and morning shift options
* Opportunities for career growth and learning benefits
**Why Join arenaflex?**
At arenaflex, we're passionate about creating a work environment that's flexible, fun, and rewarding. We believe in:
* Empowering our team members to take ownership of their work and make a real impact
* Providing ongoing training and development opportunities to help you grow in your career
* Fostering a culture of collaboration, innovation, and creativity
* Recognizing and rewarding outstanding performance and contributions
* Prioritizing work-life balance and flexibility to ensure you can thrive both in and out of the office
**How to Apply**
If you're a motivated and enthusiastic individual who is passionate about music and customer support, we encourage you to apply for this exciting opportunity. Don't worry if you don't meet every single requirement – we value a great attitude and a willingness to learn above all. Submit your application today and join the arenaflex team!