At arenaflex, we're brewing a new kind of partnership – one that's built on a shared passion for delivering exceptional customer experiences. As a resolution advisor, you'll be part of a dynamic team that's dedicated to turning difficult situations into delightful outcomes. If you're a customer care enthusiast with a knack for problem-solving and a passion for partnership development, we'd love to hear from you!
**About arenaflex**
arenaflex is a forward-thinking organization that's committed to creating a culture of connection and community. We believe that by putting our customers at the heart of everything we do, we can build a more inclusive and compassionate world. Our team is made up of extraordinary leaders who share this vision and are guided by their service to others.
**The Role**
As a resolution advisor, you'll be responsible for providing end-to-end investigation and resolution of the highest level of customer care issues. You'll work closely with our stakeholders, including public affairs, risk, legal, ethics and compliance, campaign managers, retail leaders, and executive leaders to ensure alignment on processes and communication to customers. Your expertise will be invaluable in creating talking points on escalated customer issues for our owned social media channels and retail leadership.
**Key Responsibilities:**
* Provide end-to-end investigation to resolve the highest level of customer care issues pertaining to experiences with our brands, including but not limited to claims of discrimination & harassment, personal injury or property damage (crisis management), while working to mitigate issues progressing to Risk or Legal
* Work cross-functionally with our stakeholders, including but not limited to Public Affairs, Risk, Legal, Ethics & Compliance, Campaign Managers, Retail and executive leaders to ensure alignment on processes and communication to customers
* Create talking points on escalated customer issues for our owned @arenaflexCare handle and other arenaflex-verified social media channels as well as for retail leadership
* Assist in vendor (contact center) coaching and guidance on behalf of all customer-facing arenaflex brands
* Analyze emerging issues and recommend solutions to improve the customer experience and reduce future escalations
* Advise and participate on project teams and task forces purposed with creating and/or testing new processes, programs and technologies to ensure continuous improvement and operational success
* Participation in on-call (after hours, weekends, holidays) rotation with team members for urgent issues
**Essential Qualifications:**
* 3-5 years of retail operations or customer care experience equivalent
* 1-2 years leadership experience in retail or office environment or data analysis experience
**Preferred Qualifications:**
* Bachelor's degree in communications, business management or finance preferred
* 1-2 years of customer care complaint/escalation resolution experience for a major retail brand
* Exceptional written and oral communication skills (customer and executive level)
* Passionate about customer care with a deep understanding of the retail customer journey and ecosystem
* Knowledgeable about arenaflex culture, products, and voice of the brand
* Excels in working in a fast-paced professional and changing environment
* Agile Methodologies and data analysis for continuous improvement
* Experience with Microsoft Teams, MS Outlook, Smartsheet and ServiceNow a plus
**Benefits and Perks:**
As a partner at arenaflex, you and your family will have access to a comprehensive benefits package, including:
* Medical, dental, vision, basic and supplemental life insurance, and other voluntary insurance benefits
* Short-term and long-term disability, paid parental leave, family expansion reimbursement, paid vacation from date of hire
* Sick time (accrued at 1 hour for every 25 hours worked), eight paid holidays, and two personal days per year
* Eligibility for participation in a 401(k) retirement plan with employer match, a discounted company stock program (S.I.P.), arenaflex equity program (Bean Stock), incentivized emergency savings, and financial well-being tools
* 100% upfront tuition coverage for a first-time bachelor's degree through Arizona State University's online program via the arenaflex College Achievement Plan, student loan management resources, and access to other educational opportunities
* Backup care and DACA reimbursement
* Flexible workplace options, including hybrid work arrangements and remote work opportunities
**Compensation:**
The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity. At arenaflex, it is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.
**Work Environment:**
arenaflex is committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply.
**How to Apply:**
If you're a customer care enthusiast with a passion for partnership development, we'd love to hear from you! Apply today and join our team of extraordinary leaders who are dedicated to creating a culture of connection and community.
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