At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As an Experienced Customer Service Representative, you'll play a vital role in providing top-notch support to our customers, ensuring their needs are met, and their concerns are resolved efficiently. If you're passionate about delivering outstanding customer service, have a knack for problem-solving, and thrive in a dynamic environment, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of innovative solutions and services that empower individuals and businesses to thrive in today's fast-paced world. Our commitment to excellence, customer-centric approach, and dedication to innovation have earned us a reputation as a trusted partner in the industry. As a member of our team, you'll be part of a collaborative and inclusive environment that values diversity, creativity, and growth.
**Key Responsibilities**
As an Experienced Customer Service Representative, you'll be responsible for:
* Providing exceptional customer service through phone, email, and chat support
* Resolving customer concerns and issues in a timely and professional manner
* Utilizing multiple internal systems to access and research customer accounts and history
* Documenting customer interactions and concerns according to department standards
* Managing follow-up contacts with multiple parties to resolve concerns efficiently
* Providing support to Customer Relations teammates by shadowing and assisting with questions
* Possessing self-motivation to manage time and tasks to maintain department follow-up guidelines
* Adapting quickly to changing priorities and needs while maintaining a high level of critical thinking and discretion
**Competencies**
To succeed in this role, you'll need to demonstrate the following competencies:
* Accountability: Accepting responsibility for anticipating and preventing problem areas, and solving problems inside and outside the department/organization
* Customer Focus: Knowing the customer's business needs and acting accordingly, anticipating customer needs, and giving high priority to customer satisfaction and customer service
* Oral Communication: Shaping and expressing ideas and information in an effective manner
* Problem Solving: Identifying problems and issues of varying complexities and finding effective solutions with few guidelines
* Teamwork: Working as a productive member of a cohesive group toward a common goal, and contributing to team development and effective team dynamics
* Written Communication: Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology
**Supervisory Responsibilities**
This position has no supervisory responsibilities.
**Travel**
No travel is expected for this position.
**Required Education and Experience**
* High School diploma or equivalent required
* Strong proficiency in various computer applications and software required
**Preferred Education and Experience**
* Previous experience in customer service preferred
* Adeptness in navigating operating systems, productivity tools, and software relevant to the role (Salesforce, RingCentral, and Microsoft Office) preferred
**Additional Eligibility Qualifications (Knowledge, Skills, Abilities)**
* Knowledge of administrative, clerical procedures, systems such as managing files and records, designing forms, and other office procedures and terminology
* Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
* Active Listening: Giving full attention to what others say, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
* Service Orientation: Actively looking for ways to help people
* Coordination: Adjusting actions in relation to others' actions
* Time Management: Managing one's own time
* Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do
* Monitoring: Monitoring/Assessing performance of oneself to make improvements or take corrective action
* Active Learning: Understanding the implications of new information for both current and future problem-solving and decision-making
* Resolving Conflicts and Negotiating with Others: Handling complaints, settling disputes, and resolving grievances and conflicts or otherwise negotiating with others
* Dealing with Multiple Personality Types: Possessing the personal decorum and professionalism to frequently deal with unpleasant, angry, or discourteous individuals
**Abilities**
* Deductive Reasoning: The ability to apply general rules to specific problems to produce answers that make sense
* Problem Sensitivity: The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem
* Updating and Using Relevant Knowledge: Keeping up-to-date technically and applying new knowledge to the job. Able to learn and work fluidly in new systems as the job demands
* Organizing, Planning, and Prioritizing Work: Developing specific goals and plans to prioritize, organize, and accomplish your work. Able to discern time-sensitive situations and act accordingly
* Performing Administrative Activities: Performing day-to-day administrative tasks such as maintaining information files and processing paperwork
* Importance of Being Exact and Accurate: The ability to be very exact or highly accurate in performing daily duties
**What We Offer**
* Base Pay of $18/hr. plus bonus opportunity
* Health, Vision, and Dental Insurance
* 401k matching
* Health and Wellness Program
* Discount on Verizon services
* Employee Assistance Program
* Work from home with company-provided equipment
**Schedule**
This is a full-time position. Our department is open 8:00 a.m. to 8:00 p.m. Monday through Friday, and 8:00 to 6:00 on Saturdays. Days and hours of work are depending on schedule availability and business needs.
**Training**
Training is virtual and lasts four weeks. The training schedule is Monday through Friday, 10:00 a.m. to 5:00 p.m.
**AAP/EEO Statement**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.
**Reasonable Accommodations**
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
**Other Duties**
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
If you're passionate about delivering exceptional customer service and are looking for a challenging and rewarding role, we encourage you to apply to this Experienced Customer Service Representative position at arenaflex.
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