Experienced Customer Service Support Specialist - Remote / MN Resident

Join arenaflex, a leading provider of innovative solutions, as we seek an experienced Customer Service Support Specialist to join our team. As a key member of our Operations department, you will play a vital role in ensuring the success of our independent contractor field representatives conducting mystery shops or specialty project work.

About arenaflex

arenaflex is a dynamic and forward-thinking organization that is committed to delivering exceptional results for our clients. With a strong focus on innovation and customer satisfaction, we are constantly seeking talented individuals who share our passion for excellence. Our team is dedicated to providing a supportive and inclusive work environment that fosters growth, learning, and collaboration.

Job Summary

As a Customer Service Support Specialist, you will be responsible for all communication, recruiting/onboarding, and training of independent contractor field representatives. You will work closely with our Operations Manager to ensure that all project work is completed on time and to the highest standards. This is a full-time, remote position that requires a strong customer service focus, excellent communication skills, and the ability to work in a fast-paced, deadline-driven environment.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The following are some of the key responsibilities of this role:

• Assign available project work to shoppers (or ensure shops are assigned to approved shoppers) and communicate assignment methodologies and requirements
• Adhere to and understand complex profile and assignment criteria
• Utilize online scheduling interfaces and other technology platforms to review, track, and assign project work
• Ensure assignments are performed by client-driven deadlines, with a goal of 100% completion rate
• Track overdue assignments for assigned territory/clients
• Track, facilitate, and reach out to shoppers after reviewing shop cancellations or shop adjustments, as necessary
• Work with team to identify need for additional incentive monies (e.g. bonuses and incentives), as needed
• Monitoring/applying approved spend (bonus/incentive) for certain markets, locations, routes, properties
• Answer and send email correspondence to and from shoppers in a timely and professional manner according to arenaflex company standards
• Conduct outbound calling as needed, to fill open assignments, provide coaching/feedback as well as respond to daily voicemails
• Identify, recruit, and communicate with new shoppers to increase engagement and build quality relationships while also continuing to develop our shopper network
• Identify process improvement opportunities or best practices, and share with colleagues
• Identify and escalate location challenges to Operations team lead
• Communicate any weekly route adjustments to applicable shoppers, as needed
• Maintain and communicate daily/weekly production metrics to Operations team lead
• In coordination with colleagues, create and deploy shopper email campaigns
• Provide coaching/feedback to shoppers about shop quality, completion, and submissions
• Review submitted shop reports as needed
• Perform all other duties as assigned or required

Supervisory Responsibilities

This role has no supervisory responsibilities.

Additional Responsibilities

Other duties may be assigned.

Qualifications

The requirements listed below are representative of the knowledge, skills, and/or abilities required.

Education and/or Experience

* Associate degree or related degree

• 2+ years prior experience in a related field preferred

Knowledge, Skills and Abilities Required

* Proficient skills in Microsoft Office Suite

• Superior oral and written communication skills with aptitude in building positive relationships
• Comfortable speaking on the phone with independent contractor team, as needed
• Exceptional knowledge of the structure and content of English language including meaning and spelling of words, and rules of composition and grammar
• Excellent judgment and reasoning skills
• Ability to consistently spot errors and discrepancies
• Strong attention to detail
• Excellent reading comprehension and retention
• Ability to prioritize work to ensure deadlines are met
• Ability to work in a goal-oriented, fast-paced, deadline-driven environment
• Strong project management and organizational skills
• Ability to comprehend complex profile and assignment criteria
• Ability to identify and drive process improvements

Job Type

Full-time

Benefits

* Work from home

• Flexible schedule

Shift

Day shift

Education

Associate (Required)

Experience

Customer Service: 2 years (Required)

Location

Minneapolis-Saint Paul, MN (Required)

Work Location

Remote

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional results, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience to [insert contact information]. We look forward to hearing from you! arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive, respectful, and supportive of all employees. Apply for this job