Are you a people person with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments where no two interactions are ever the same? If you're a skilled communicator with a knack for turning potentially negative situations into positive outcomes, we want to hear from you!
At arenaflex, we're on a mission to revolutionize the way we interact with our guests, and we're looking for talented Customer Service Representatives to join our team. As a key member of our retail customer service team, you'll be the face and voice of arenaflex, providing top-notch support to our hotel and casino guests across the country.
**About arenaflex**
arenaflex is a leading entertainment and hospitality company with a rich history of innovation and excellence. With a diverse portfolio of brands and properties across 20 states, we're committed to delivering unforgettable experiences that leave a lasting impression. Our team is passionate about creating a culture of fun, inclusivity, and community, and we're looking for like-minded individuals to join our journey.
**Job Summary**
As a Customer Service Representative, you'll be responsible for providing exceptional support to our guests via phone, live chat, and email. You'll be the go-to expert for all things hotel, casino, and resort-related, and you'll have the opportunity to develop in-depth knowledge of our properties and operations. If you're a team player with a passion for delivering memorable experiences, we want to hear from you!
**Key Responsibilities**
* Communicate with guests via phone, live chat, and email to ensure a seamless customer experience and provide comprehensive information on arenaflex properties and offerings
* Use internal resources and systems to view guest account statuses and histories, using the information to assist guests over the phone
* Provide an exclusive level of customer service during every conversation that demonstrates friendliness, care, and builds value in the arenaflex brand
* Assist guests with booking hotel reservations, provide relevant information about the property, and address the guest's inquiry while sustaining company conversion rate expectations
* Operate our telephone call service by answering and transferring inbound phone calls and execute outbound phone calls when applicable
* Answer guest questions about arenaflex hotel properties, casino property information, occasional PENNPlay account information, and property event information
* Follow various internal standard operating procedures to escalate issues to casino property personnel or use your resources to find applicable answers for the consumer on any questions you may not know the answer to immediately
* Deliver exceptional performance results in customer satisfaction while maintaining a positive tone with consumers over the phone and demonstrating patience and understanding regardless of the situation
* Collaborate with your leaders and fellow team members to stay current of daily occurrences at our properties and within our backend systems that are impactful to the player experience
* Maintain a strong track record for punctuality and attendance
* Perform other duties as assigned
**Qualification Requirements**
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* Must be at least 21 years of age
* High School diploma required
* College degree, or progress toward a college degree preferred
* Heightened sense of urgency and passion to learn new things
* Highly developed sense of integrity and commitment to guest satisfaction
* Demonstrated passion for excellence with respect to treating and caring for guests
* Ability to type quickly and write with good grammar and punctuation
* Strong attention to detail is a must!
* Must be an analytical thinker
* Ability to maintain a friendly disposition under heavy pressure
* Great problem-solving abilities
* Ability to interpret incomplete or cryptic messages that might be written by English as a second language customers
* Have the ability to work some holidays and weekends
**What We Offer**
* Competitive compensation package
* Comprehensive Benefits package
* Fun, relaxed work environment
* Tuition Reimbursement & Professional Development Programs
**Work Environment**
As a remote Customer Service Representative, you'll have the flexibility to work from the comfort of your own home. Our team is dedicated to creating a culture of fun, inclusivity, and community, and we're committed to providing the tools and resources you need to succeed.
**Career Growth Opportunities**
At arenaflex, we're committed to helping our team members grow and develop their careers. We offer a range of training programs, mentorship opportunities, and career advancement paths to help you achieve your goals.
**How to Apply**
If you're a motivated and customer-focused individual with a passion for delivering exceptional experiences, we want to hear from you! Apply now to join our team and become a part of the arenaflex family.
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