**Job Summary:**
Join arenaflex, a dynamic and award-winning company, as a Customer Care Specialist Overnight. As the first point of contact for our clients, you will provide exceptional service and support across various touchpoints, ensuring a positive and professional experience. This is a unique opportunity to work in a fully remote environment, with a competitive compensation package and a chance to grow your career in a fast-paced and innovative company.
**About arenaflex:**
arenaflex is a family-owned company that values compassion, innovation, and excellence. Our mission is to build a great company with compassionate people and achieve amazing results. We believe that our employees and our culture are the foundation of the work that we do. As a Customer Care Specialist Overnight, you will be part of a team that is dedicated to delivering exceptional customer service and support.
**Compensation and Benefits:**
We offer a comprehensive compensation package that includes:
* Base compensation range: $15.50 per hour
* 401k with up to 4% Employer match
* Health Premium covered generously
* Dental, Vision, Accident, Critical Illness
* Generous PTO package
* Tuition Reimbursement
* Referral Bonus
* Professional Training Environment
* Work with an Award-Winning Team
* Flexible Working Conditions
* A Family-Owned Company
* Advancement Opportunities
* Manager Development Programs
* Monthly Rewards/ Incentives
* Biannual Industry Rewards
**Computer Requirements:**
To perform this role, you will need to have:
* Your own PC/Laptop (Windows 10 or 11) with at least 8GB of RAM storage
* Wired USB headset
* Webcam
* High-speed internet access
**Job Purpose:**
As a Customer Care Specialist Overnight, you will be the first point of contact for our callers, providing exceptional customer service and ensuring a positive and professional experience. You will utilize either Pinnacle or Amtelco platform to support our clients by answering their calls, addressing their questions and complaints, and appropriately directing their inquiries.
**Duties/Responsibilities:**
* Answering Calls:
+ Communicate clearly and precisely, ensuring that clients fully understand the information provided
+ Full understanding of Pinnacle / Amtelco Platform: Utilize our platform effectively to manage incoming calls, and ensure accurate and efficient handling of all inquiries
+ Provide Support: Offer comprehensive support to callers by understanding their needs, answering their questions, and providing accurate information
+ Appropriate Direction of Inquiries: Direct callers' questions and complaints to the appropriate department or individual, ensuring swift resolution and overall customer satisfaction
* Appointment Setting:
+ Ensure full understanding of all customer accounts prior to taking calls; raise concerns before the calls go live
+ Schedule consultations between callers and clients, ensuring that the appointment is set with the appropriate person, for the reason indicated, and for the appropriate amount of time
+ Maintain proper procedures for every account, ensuring timely and accurate dispatching appointment booking
+ Able to constantly deliver great customer experience while efficiently processing all appointments
* Customer Service:
+ Maintain High Standards: Consistently uphold a high standard of customer service, promoting a positive and professional customer experience
+ Discern Situations: Quickly assess and understand various caller situations, demonstrating empathy and problem-solving skills to address their needs
* Quality Assurance:
+ Adhere to Policies: Abide by arenaflex's Quality Assurance policy, ensuring that interactions meet the company's standard for quality and professional
+ Continuous Improvement: Actively seek feedback and engage in continuous self-improvement to enhance service quality
**Required Skills/Abilities:**
* Adhere to arenaflex's core values
* Proven work experience as an Appointment Setter or similar role
* Excellent communication skills including active listening
* Service-oriented and able to discern the caller's reasons
* Proficient with Amtelco platform, and/or able to learn efficiently
* Optimistic and creative in "getting the job done" when times are difficult
* Remote Work Discipline: Demonstrated ability to work effectively in a remote environment with high dependability
* Disciplined in a remote environment, with a demonstrated dependability
* Continuous Learning: Enthusiastic about learning and driven towards continuous self-improvement
* Technical Proficiency: Familiarity with contact center software and Microsoft Office suite is a plus
* Bilingual a plus
**Education and Experience:**
* High School Diploma or GED Required
* Prior Call Center Experience: Preferred, but not required
**Supervisory Requirements:**
* None
**Travel Requirements:**
* This position does not require traveling
**Physical Requirements:**
* Regularly required to sit, talk, use repetitive motion, type, and hear
* Regularly required to actively listen and use extensive verbal communication with callers
* Regularly read fine print on colored screens
**ADA Disclaimer:**
In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
**How to Apply:**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application.
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**Equal Opportunity Employer:**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse work environment that reflects the communities we serve.
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