Experienced Facilities Customer Service Professional – Delivering Exceptional Client Experiences in a Dynamic Arenaflex Environment

At Arenaflex, we're committed to fostering a culture that celebrates individuality, promotes open communication, and prioritizes the well-being of our employees. This inclusive environment empowers our team members to pursue their career goals and advance personally and professionally. As a Facilities Customer Service Professional, you'll play a vital role in delivering exceptional client experiences while working within our cutting-edge facilities case management tool.

Job Summary:

We're seeking an experienced and customer-focused Facilities Customer Service Professional to join our Arenaflex team. As a key member of our facilities management team, you'll be responsible for handling incoming client calls and emails, assessing the nature of the requests, and dispatching to the appropriate party for resolution. Your primary focus will be on ensuring an optimal customer experience with every interaction. If you're passionate about delivering exceptional service, possess excellent communication skills, and thrive in a dynamic environment, we encourage you to apply for this exciting opportunity.

About Arenaflex:

Arenaflex is a forward-thinking organization that prioritizes the well-being of our employees and our clients. Our inclusive culture encourages self-expression, open communication, and respect, empowering our team members to pursue their career goals and advance personally and professionally. We're committed to creating a space where our employees feel valued, supported, and empowered to make a meaningful impact.

Job Responsibilities:

As a Facilities Customer Service Professional, you'll be responsible for:

• Responding to routine inquiries via inbound phone calls and emails from employees, technicians, and vendors
• Assessing the nature of the call and determining the most appropriate party to handle the call
• Processing incoming facilities work order requests through telephone and email, including office moves, plumbing problems, light bulb changes, and other requests
• Asking probing questions to understand and troubleshoot the root cause of the problem or request and determining the right party to service the work order
• Dispatching the work order through telephone or email to the appropriate contact
• Setting appropriate turn-around time expectations with the client based on priority codes
• Ensuring that all reports are accurate and filed in a timely manner
• Selecting priorities and organizing work to meet priorities
• Proactively identifying work order trends and communicating to the Team Coordinator and Program Lead
• Following approved policies and procedures
• Resolving shift concerns and/or tasks with the Team Coordinator/Program Lead and co-workers
• Achieving a goal of handling 45 requests per day average
• Supporting team achievement of phone SLA goals
• Adhering to schedule shifts, keeping within guidelines for arrivals/departures and absences
• Adhering to efficiency and accuracy standards
• Supporting phone volume in the range of 70-100 phone interactions per shift
• Mastery of Arenaflex systems and knowledge matrix to support multiple accounts

Essential Qualifications:

* High school diploma required

• Call center experience preferred (inbound)
• Extensive use of computer with experience with Microsoft Office products and the input of large amounts of data
• Switchboard or Helpdesk experience a plus
• Excellent listening skills and telephone skills
• Excellent professional communication and interfacing with customers and co-workers
• Ability to manage multiple tasks simultaneously

Preferred Qualifications:

* Bachelor's degree in a related field (e.g., business, communications, customer service)

• Previous experience in facilities management or a related field
• Certification in customer service or a related field (e.g., Certified Customer Service Representative (CCSR))

Skills and Competencies:

* Excellent customer service skills

• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment with multiple priorities
• Strong problem-solving and analytical skills
• Ability to manage multiple tasks simultaneously
• Proficiency in Microsoft Office products (e.g., Word, Excel, Outlook)
• Experience with facilities management software and systems

Benefits:

As a valued member of the Arenaflex team, you'll enjoy a comprehensive benefits package, including:

• Medical, dental, vision insurance starting the first day of the month after hire
• Long-term and short-term disability insurance paid for by Arenaflex
• 401k with match
• Life insurance paid for by Arenaflex
• Generous PTO policy - Accrue up to 15 days during your first year
• Paid holidays
• One paid day off per year to volunteer
• Access to discount programs
• Four-week paid sabbatical every five years
• HSA/FSA account eligibility
• Access to Employee Assistance Program
• Access to Employee Benefit Resource Groups that provide ongoing learning and mentorship opportunities

Work Environment and Culture:

Arenaflex is committed to creating a work environment that is inclusive, supportive, and empowering. Our culture values:

• Open communication and feedback
• Respect and empathy for all team members
• Continuous learning and professional development
• Work-life balance and flexibility
• Collaboration and teamwork

How to Apply:

If you're passionate about delivering exceptional customer service and thrive in a dynamic environment, 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 further.

Equal Employment Opportunity:

Arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive, respectful, and free from discrimination. Apply for this job