Experienced Customer Support Representative – Inbound/Outbound Call Center and Digital Support

At arenaflex, we're on a mission to revolutionize the way we interact with our customers, providing exceptional service and support that exceeds their expectations. As an Experienced Customer Support Representative, you'll be at the forefront of this mission, working in our state-of-the-art Customer Support Center (CSC) to deliver top-notch support to our customers through various channels, including phone, chat, SMS text, email, and more.

About arenaflex

arenaflex is a leading provider of innovative solutions and services, dedicated to empowering our customers to achieve their goals. Our commitment to excellence, customer satisfaction, and employee well-being has earned us a reputation as a trusted partner in the industry. We're proud to offer a dynamic and inclusive work environment that fosters growth, creativity, and collaboration.

Key Responsibilities

As an Experienced Customer Support Representative, you'll be responsible for:

• Providing exceptional service to every customer, every time, through effective problem-solving, consistent standards of service, sales, and operational support
• Supporting continuous calls, and digital support channels into the CSC, including phone, chat, SMS text, email, and more
• Performing all assigned activities related to booking, modifying, and supporting customer reservations
• Selling flights and ancillary products and services
• Maintaining KPI performance standards as defined by the CSC
• Collaborating with cross-functional teams to resolve customer issues and improve overall customer experience
• Staying up-to-date with industry trends, products, and services to provide accurate and informed support

Requirements

To succeed in this role, you'll need:

• Successful completion of new hire training
• A safe and professional office-work environment, free from background noise and distraction
• Ability to pass a ten (10) year background check
• Potential need to work flexible hours and be available to respond on short notice
• Legally eligible to work in the country in which the position is located
• Provide a high-speed internet connection to meet work from home requirements
• Flexible and able to work at any time, including nights, weekends, and holidays

Education/Experience Requirements

* High School Diploma or General Education Development (GED) Diploma

• One (1) year of customer service or sales experience

Competencies

To excel in this role, you'll need to demonstrate:

• Technically proficient in working with CSC systems/programs/tools, including Radixx Res, RadixxGo, ZenDesk, and MIS Choice DCS
• Ability to answer continuous calls and digital messages (i.e., chat, SMS text, email, etc.)
• Ability to navigate through complex processes while interacting with a customer
• Ability to navigate through concurrent digital interactions with more than one customer at a time
• Strong problem-solving skills and attention to detail
• Excellent verbal (telephone) and written communication skills, including grammar
• Strong customer service skills
• Regular attendance and punctuality
• Ability to remain calm and courteous under pressure and navigate tense situations

Functional Competencies

* Ability to successfully find simple solutions to complex issues while meeting performance standards in a quickly evolving working environment

• Ability to answer continuous calls and digital messages (i.e., chat, SMS text, email, etc.)
• Ability to navigate through complex processes while interacting with a customer
• Ability to navigate through concurrent digital interactions with more than one customer at a time
• Knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Internet Explorer
• Previous sales and call center experience is preferred

Behavioral Competencies

* Organizational fit with arenaflex's core values of Safety First, Keep it Simple, Do the Right Thing, and One Crew and culture of having a Soul of Service

• Excellent verbal (telephone) and written communication skills, including grammar
• Strong customer service skills
• Regular attendance and punctuality
• Ability to remain calm and courteous under pressure and navigate tense situations

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their skills. As an Experienced Customer Support Representative, you'll have access to:

• Ongoing training and development programs to enhance your skills and knowledge
• Opportunities for career advancement and professional growth
• Collaborative and supportive work environment that encourages learning and innovation
• Recognition and rewards for outstanding performance and contributions

Work Environment and Company Culture

arenaflex is proud to offer a dynamic and inclusive work environment that fosters growth, creativity, and collaboration. Our Customer Support Center is equipped with the latest technology and tools to ensure that our employees have everything they need to succeed. We're committed to providing a safe and professional work environment that's free from background noise and distraction.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Competitive salary and benefits
• Opportunities for bonuses and incentives
• Comprehensive health and wellness programs
• Paid time off and holidays
• Flexible work arrangements, including work from home options
• Access to exclusive discounts and perks

Conclusion

If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we want to hear from you! As an Experienced Customer Support Representative at arenaflex, you'll have the opportunity to make a real difference in the lives of our customers and contribute to our mission of revolutionizing the way we interact with our customers. Apply now to join our team and take the first step towards a rewarding and challenging career! Apply for this job