Experienced Inbound Customer Service Agent – Consumer Relations (Remote) at arenaflex

Are you a customer service enthusiast with a passion for helping others? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join our team at arenaflex as an Inbound Customer Service Agent – Consumer Relations (Remote). As a key member of our consumer relations team, you will play a vital role in delivering exceptional customer experiences and resolving escalated customer service issues.

About arenaflex

arenaflex is a leading company in the consumer electronics industry, dedicated to making "good things, for life." Our mission is to create happiness and well-being in every home, and we're committed to achieving this goal through our innovative products, exceptional customer service, and a culture of creativity, passion, and inclusivity. With a strong focus on diversity, equity, and inclusion, we strive to create a workplace where everyone feels valued, respected, and empowered to perform at their best.

Our Philosophy

At arenaflex, we're guided by three simple commitments that define the way we work, invent, create, do business, and serve our communities: 1. We come together: We believe that collaboration and teamwork are essential to achieving our goals and delivering exceptional results. 2. We always look for a better way: We're committed to innovation, creativity, and continuous improvement, always seeking new and better ways to solve problems and meet customer needs. 3. We create possibilities: We believe that everyone has the potential to make a positive impact, and we strive to create opportunities for growth, development, and success.

About the Role

As an Inbound Customer Service Agent – Consumer Relations (Remote), you will be responsible for resolving escalated customer service issues, advocating on behalf of customers with multiple internal departments, and creating outstanding quality service experiences. This is an excellent opportunity for those who want to positively impact the owner's experience and start an exciting career.

Key Responsibilities

* Resolve escalated customer service issues, including capturing all facts surrounding complaints, following outlined steps to resolve issues, data management, and responding to all letters of inquiry.

• Follow up with customers using phone, email, or text to resolve appliance-related concerns and close out cases with successful actions.
• Find creative solutions that are in the best interest of customers and arenaflex when negotiating and implementing concessions.
• Interact and coordinate with all necessary stakeholders to successfully resolve consumer issues, including zones, dispatchers, technicians, etc.
• Gather information from various resources and surface concerns with suggested resolutions to the Team Leader or Team Manager.
• Complete consumer reviews for satisfaction before case closure.
• Meet work schedule demands and obligations with compliance, integrity, and according to values, processes, and policies.

What You'll Bring to Our Team

* High School Diploma or GED

• Minimum of 1-year Call-Center experience
• Minimum of 2-years Escalated Customer Service experience
• Ability to communicate effectively in English is a requirement
• Excellent written & verbal skills
• Moderate to advanced computer skills; navigating multiple online applications
• Exceptional organizational skills; ability to effectively multi-task
• Ability to handle high-volume calls while simultaneously handling multiple online applications
• Previous experience working from home (preferred)

Soft Skills

* Passion for helping customers and problem-solving

• Flexible with the ability to take direction from management yet work independently to achieve goals
• Active listening skills and the ability to ask questions
• Conflict resolution skills; negotiation skills; and time management skills
• Flexibility, being the ability to adapt to change. Critical thinking skills
• Desire to work in a team environment towards common goals
• Ability to remain calm and show empathy while handling challenging customer concerns

Requirements for Remote Work Environment

* Remote work opportunities subject to business needs. Otherwise, a normal office environment with lighting and climate-controlled temperatures.

• A local internet provider and an ethernet connection: no Satellite, Pre-paid, or DSL internet connections allowed due to security issues
• Internet Speed Requirements:

+ Ping 50 Mbps or lower + Download 50 Mbps or higher + Upload 15 Mbps or higher

Our Culture

At arenaflex, creativity meets passion and conversations lead to exceptional outcomes and experiences. We respect and value the unique backgrounds and experiences that everyone brings to arenaflex. We believe a diverse workplace, where everyone is included and people can be their true and authentic selves, fosters creativity and innovation. We know our differences are our greatest strength. The very best innovations across every function of a company come from diverse teams. Our commitment to ensuring a safe and inclusive workplace where everyone is valued allows employees to perform at their best, every day. Diversity at arenaflex helps us achieve zero distance to our owners, innovate smartly and connect to the communities and customers we serve. We encourage and support the ideas, aspirations, and the wellbeing of everyone - our employees and our communities.

Benefits & Perks

* Paid on-the-job training and mentoring

• Work-from-home opportunities (equipment provided)
• No weekend shifts
• Paid time off
• Medical, dental, vision, and prescription benefits eligibility on day 1 of employment
• 401(k) program with a company match
• Short-term and long-term disability
• Life insurance
• Appliance discount program
• Tuition reimbursement
• Gym membership reimbursement
• Career growth opportunities

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications and next steps.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

E-Verify

arenaflex participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Accommodations for Individuals with Disabilities

If you are an individual with a disability and need assistance or an accommodation to use our website or to apply, please send an e-mail to [email protected]. Apply for this job