Experienced Customer Solutions Specialist I – Escalations Team
At arenaflex, we're dedicated to revolutionizing the way homeowners and service professionals connect. With a mission to get all your home service jobs done well, we've helped over 150 million homeowners care for their homes over the last 25+ years. Today, our network has grown to over 200,000 skilled local pros, and our platform has made it easier than ever to find the right one for your project, from repairs to renovations and everything in between.
Join the Escalations Team at arenaflex
The Escalations team at arenaflex is seeking a highly skilled and empathetic Customer Solutions Specialist I to handle homeowner and service professional escalations. As an Escalations Specialist, you'll evaluate the risk of a customer escalation and provide appropriate solutions to resolve complaints while mitigating ongoing risk. If you're passionate about delivering exceptional customer service, have a knack for problem-solving, and thrive in a fast-paced environment, we want to hear from you.
What You'll Do:
* Utilize empathy and discernment to address consumer complaints and provide personalized solutions
- De-escalate complaints in line with arenaflex's Operating Principles, ensuring a positive experience for both homeowners and service professionals
- Evaluate risk and nature of customer concern to provide an appropriate solution within company guidelines and maintain a high-quality marketplace
- Evaluate case documents, including pictures and proof provided, to identify next steps for the customer
- Provide high-level customer service for both email ticketing and phone, with excellent written and verbal skills
- When applicable, take steps to minimize exposure to pro accounts
- A willingness to assist with any escalations-related tasks as business needs dictate
What We're Looking For:
* 2+ years in customer service, showcasing thorough, professional, and consistent communication
- Comfort with maintaining a high volume of cases and outbound calls each day
- Ability to make critical decisions autonomously and think on your feet
- Ability to have tough conversations, handle objections, and utilize strong problem-solving skills
- Ability to work in an environment that is unpredictable and fast-paced
- Comfortable working with escalated calls using strong emotional intelligence
- Growth mindset – you crave coaching and feedback and are able to implement as necessary
- Track record of adhering to company policies, including account notation, call documentation, and QA
- Empathetic listener who can communicate extremely clearly and concisely both verbally and in written forms
- Strong desire to succeed and grow
- Positive, professional, and high-energy attitude with a strong ability to multitask
- Strong computer skills required, particularly with internet and applications – ie. Salesforce, Google Suite
- Ability to work remotely from a private setting, with hardwire and high-speed internet connection to utilize phone headset for up to 8 hours per day
Why Join arenaflex?
* We value diversity and believe that the best ideas come from teams where diverse points of view uncover new solutions to hard problems
- We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences
- Competitive annual performance bonus
- Full medical, dental, vision package to fit your needs
- Generous Paid Time Off policy
- Pet discount plans & retirement plan with company match (401K)
- The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world
Compensation:
* $18.00-$20.00/hr
Equal Employment Opportunity:
arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Ready to Join the arenaflex Team?
If you're passionate about delivering exceptional customer service and have a knack for problem-solving, we want to hear from you. Apply now and join the arenaflex team as a Customer Solutions Specialist I – Escalations Team. Apply Job! Apply for this job