**Join arenaflex, a high-growth company that's revolutionizing the way enterprises connect with consumers through AI-powered conversational outreach strategies. As a Customer Experience Chatroom Operator, you'll play a crucial role in delivering exceptional customer experiences and informing our natural language model to drive meaningful conversations.**
**About arenaflex**
arenaflex enables enterprises to connect with consumers through an AI-powered conversational outreach strategy that includes human-like two-way texting, scheduled calling, and voicemail messages. Backed by a proprietary natural language processing model, our platform has handled over half a billion humanized conversations to date, enabling us to deliver automation at a scale that no other competitor in the messaging industry has been able to match. That's why we're the platform of choice for some of the world's most recognizable enterprises.
**Our Mission**
arenaflex is more than just a high-growth company; we're also a community that values personal growth, innovation, and exceptional customer experiences. We're committed to empowering enterprises to capture intent and drive meaningful conversations, and we're looking for talented individuals like you to join our team.
**Job Overview**
We're seeking an experienced Customer Experience Chatroom Operator to join our Conversion Improvement team. As a key member of our team, you'll be responsible for responding to inbound messages via our chat room, creating ad-hoc responses, escalating conversations to leadership when needed, and documenting frequently asked questions for continual improvement. Your accuracy and attention to detail will be crucial in maintaining a 98%+ accuracy rate in response handling and a Replies per Hour rate of 60 replies per hour worked.
**Key Responsibilities**
* Respond to inbound messages via our chat room to leads regarding questions or concerns around the product or service utilizing point and click frequently asked questions canned responses
* Create responses ad-hoc that are both relevant, appropriate, and compliant to the records industry and vertical
* Escalate conversations to leadership when needed
* Document frequently asked questions for continual improvement
* Add relevancy to canned responses
* Maintain 98% or above accuracy in response handling
* Maintain a Replies per Hour rate of 60 replies per hour worked
* Other projects as assigned
**Essential Qualifications**
* Experience in a Customer Service Chatroom environment
* Experience with writing responses to consumers in a real-time, chat-based environment
* Familiarity with verticals like Automobile Insurance, Health Insurance, Prescription Drug Plans
* Professionalism in all interactions
* Exceptional attention to detail, high standard of excellence/perfection
* Comfortability on a computer, advanced typing skills (can't hunt and peck)
* Good grammatical, spelling, and logic skills. Free typed response must be grammar checked and spell checked.
* Exceptional verbal, communication, and written skills.
* Reliable and responsible to a designated schedule
* Must have reliable strong internet/WiFi
**Preferred Qualifications**
* College Degree
* Experience with natural language processing or AI-powered conversational outreach strategies
**Core Values**
At arenaflex, we live by four core values that guide our behavior and decision-making:
* **Lean**: We find the right mix between administration and simply doing things. Over complicating tasks can add time without providing benefit, however just doing things without a plan can add time when course correction is required. To exceed, we finish work in a timely manner while reviewing to make sure we are striking the right balance between the two. Implementing streamlining methods to existing processes ensure we evolve and stay lean.
* **Passion**: Expressing passion daily is the desire to do the job but evolving in the job to expand beyond the base role and taking on additional projects and roles to help teams outside your own while maintaining your individual workload. Understanding that all of the activities we take are to enable our clients, and thus arenaflex as a whole to be successful. Asking the question, How is what I am doing today, enabling the success of my teammates and my clients.
* **Happiness**: Finding the balance in both your personal and work life. Participating in group and team activities as you see fit but understanding that life is about more than just coming into the office daily. arenaflex has telecommute possibility available, overall wellness programs and additional benefits that assist. True enthusiasm for what we do is essential but comes from understanding the business overall and how we fit into it.
* **Improve**: Never accepting the status quo and being entrenched in a process or workflow. Finding ways to streamline and innovate while bringing those improvements to leadership. Improvement also means understanding the anticipated benefit and it improves our daily working experience, your teammates and arenaflex Clients overall.
* **Team**: We support and assist our teammates, even if it is outside of our typical duties. We take on additional projects for their added value whether they impact your day-to-day work or not. Being part of a team involves being in close contact every day, respecting each other and the work we do is essential however to exceed in Team, we move outside of our direct team, to the company team as a whole and understand how we impact everything and the value we provide.
**What We Offer**
* Full-time role with eligibility for arenaflex benefits program
* Opportunity to work from home with flexible scheduling
* Competitive compensation and benefits package
* Opportunity to work with a high-growth company that's revolutionizing the way enterprises connect with consumers
* Collaborative and dynamic work environment
* Professional development and growth opportunities
* Recognition and rewards for outstanding performance
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we want to hear from you! Apply now to join our team and be a part of arenaflex's mission to empower enterprises to capture intent and drive meaningful conversations.
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