Experienced Customer Experience Chatroom Operator – AI-Powered Conversational Outreach Strategy

About arenaflex

arenaflex is a cutting-edge technology company that enables enterprises to connect with consumers through an AI-powered conversational outreach strategy. Our platform has revolutionized the way businesses interact with their customers, providing a human-like two-way texting experience that drives meaningful conversations. With a proprietary natural language processing model, we have handled over half a billion humanized conversations to date, making us the platform of choice for some of the world's most recognizable enterprises.

Our Mission

At arenaflex, we are passionate about empowering enterprises to capture intent and drive meaningful conversations. Our focus on innovation and customer experience has sparked rapid growth since our founding in 2016. We are well-funded and looking to accelerate the next era of growth and expansion of our team. However, we're more than just a high-growth company; we're also a community. We believe in embracing the core values that help us achieve personal growth, even though we work remotely. Every member of the arenaflex team has a direct impact on our company!

Job Overview

We are seeking an experienced Customer Experience Chatroom Operator to join our Conversion Improvement team. As a key member of our team, you will play a critical role in ensuring that our clients receive exceptional customer service through our AI-powered conversational outreach strategy. You will be responsible for reading consumer responses, responding contextually, and categorizing them appropriately. If our natural language processor is not 98% sure what a user is asking, you will rely on your expertise to provide thoughtful, articulate, and appropriate guidance specific to the conversation, industry, and subject.

Key Responsibilities

* Quickly and accurately respond to inbound messages via our chat room to leads regarding questions or concerns around the product or service utilizing point and click frequently asked questions canned responses.

• Create responses ad-hoc that are both relevant, appropriate, and compliant to the records industry and vertical.
• Escalate conversations to leadership when needed.
• Document frequently asked questions for continual improvement.
• Add relevancy to canned responses.
• Maintain 98% or above accuracy in response handling.
• Maintain a Replies per Hour rate of 60 replies per hour worked.
• Other projects as assigned.

Essential Qualifications

* Experience in a Customer Service Chatroom environment.

• Experience with writing responses to consumers in a real-time, chat-based environment.
• Familiarity with verticals like Automobile Insurance, Health Insurance, Prescription Drug Plans.
• Professionalism in all interactions.
• Exceptional attention to detail, high standard of excellence/perfection.
• Comfortability on a computer, advanced typing skills (cannot hunt and peck).
• Good grammatical, spelling, and logic skills. Free typed response must be grammar checked and spell checked.
• Exceptional verbal, communication, and written skills.
• Reliable and responsible to a designated schedule.
• Must have reliable strong internet/WiFi.

Preferred Qualifications

* College Degree.

• Experience with natural language processing or AI-powered conversational outreach strategy.

Core Values

At arenaflex, we live by our core values:

• Lean: We find the right mix between administration and simply doing things. Over complicating tasks can add time without providing benefit, however just doing things without a plan can add time when course correction is required. To exceed, we finish work in a timely manner while reviewing to make sure we are striking the right balance between the two. Implementing streamlining methods to existing processes ensure we evolve and stay lean.
• Passion: Expressing passion daily is the desire to do the job but evolving in the job to expand beyond the base role and taking on additional projects and roles to help teams outside your own while maintaining your individual workload. Understanding that all of the activities we take are to enable our clients, and thus arenaflex as a whole to be successful. Asking the question, "How is what I am doing today, enabling the success of my teammates and my clients".
• Happiness: Finding the balance in both your personal and work life. Participating in group and team activities as you see fit but understanding that life is about more than just coming into the office daily. arenaflex has telecommute possibility available, overall wellness programs and additional benefits that assist. True enthusiasm for what we do is essential but comes from understanding the business overall and how we fit into it.
• Improve: Never accepting the status quo and being entrenched in a process or workflow. Finding ways to streamline and innovate while bringing those improvements to leadership. Improvement also means understanding the anticipated benefit and it improves our daily working experience, your teammates and arenaflex Clients overall.
• Team: We support and assist our teammates, even if it is outside of our typical duties. We take on additional projects for their added value whether they impact your day-to-day work or not. Being part of a team involves being in close contact every day, respecting each other and the work we do is essential however to exceed in Team, we move outside of our direct team, to the company team as a whole and understand how we impact everything and the value we provide.

Work Environment and Company Culture

As a remote employee, you will have the flexibility to work from anywhere, at any time. However, we believe in maintaining a strong company culture that promotes collaboration, innovation, and growth. We offer a range of benefits, including:

• Flexible work arrangements
• Comprehensive health insurance
• 401(k) matching program
• Professional development opportunities
• Access to cutting-edge technology and tools
• Collaborative and supportive team environment

Compensation and Perks

We offer a competitive salary and benefits package, including:

• Base salary
• Bonus structure
• Comprehensive health insurance
• 401(k) matching program
• Flexible work arrangements
• Professional development opportunities
• Access to cutting-edge technology and tools
• Collaborative and supportive team environment

How to Apply

If you are passionate about customer experience and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role. Apply Job!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion. Apply for this job