Experienced Technical Customer Service Representative – Remote Customer Support for arenaflex

At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our clients' expectations. As a certified B-Corp and women-owned corporation, we're committed to team member happiness and creating a supportive workplace where our employees can thrive. We're seeking an experienced Technical Customer Service Representative to join our remote team and provide world-class customer support for our clients' customers.

About arenaflex

arenaflex is a leading provider of customer experience solutions, partnering with iconic brands to deliver elevated customer experiences. Our core values are central to how we do business, and we're dedicated to creating a culture that cares. We believe brand loyalty is earned with every customer interaction, and we're committed to fostering a supportive workplace where our team members can connect with customers, human to human.

Job Summary

As a Technical Customer Service Representative, you'll be responsible for providing an authentic, world-class customer experience for our clients' customers via phone, email, and chat. You'll be the primary point of contact for customers, handling their requests and interactions with a high level of expertise, positive energy, and a can-do spirit. You'll utilize critical thinking skills to analyze information, provide accurate troubleshooting, and diagnose and resolve issues following best practices and guidelines.

Key Responsibilities

* Handle customer requests and interactions on behalf of arenaflex clients via phone, chat, and email with phone as the primary focus and channel

• Represent a diverse lineup of products and brands committed to customer service excellence with a high level of expertise, positive energy, and a can-do spirit
• Create positive customer touchpoints via phone, chat, email, and SMS using a friendly, respectful, and professional tone while exhibiting genuine empathy
• Utilize critical thinking skills to analyze information, provide accurate troubleshooting of product and related support; diagnose and resolve issues following best practices and guidelines
• Assist with device installation, app setup, and configuration
• Conduct initial troubleshooting and technical assistance to customers, resolving basic technical issues, including network connectivity and device configuration and escalating complex problems to higher support levels when necessary
• Attend training and meetings as required to stay up to date with new information about the brand, products, services, processes, and policies
• Meet performance metrics including Customer satisfaction (CSAT), average handle time, quality, productivity, etc.
• Demonstrate social responsibility through ethical practices, showing awareness and respect for others and their differences, and supporting initiatives to promote diversity and inclusion in the workplace

Essential Qualifications

* 1+ years of demonstrated experience and success in customer service

• High School diploma or equivalent
• Technical proficiency in problem-solving and troubleshooting; has working knowledge of desktop platforms and mobile devices and has the ability to learn new technology quickly
• Effective communication skills, both written and verbal, with the ability to adjust style to customer demographics
• Polite, friendly, and courteous demeanor when engaged with customers via phone, email, SMS or chat
• Responds positively to change, accepting of coaching and feedback, embracing and using new learning to accomplish complex or difficult challenges
• Detail-oriented with a focus on quality and accuracy, and has a strong sense of urgency to meet goals
• Able to accurately document customer interaction details with limited errors
• Can type at least 35 WPM with proper spelling and grammar
• A home-office environment that is ergonomically sound and conducive to taking customer calls, internet connection, USB wired headset, router, modem, webcam, and a computer system that meets arenaflex policies and maintenance requirements, including system upgrades as applicable, which may change over time
• Currently reside in AR, AZ, FL, GA, IN, KY, MD, NC, NM, NV, OH, SC, TN, TX, UT, VA, or WI

Preferred Qualifications

* Experience in a virtual contact center environment

• Experience with troubleshooting apps on both iOS and Android platforms preferred

Training and Development

Virtual training starts January 24, 2025, from 11:30 am–6:30 pm ET, Monday–Friday. Training is paid.

Compensation and Benefits

$16.00 per hour for a Technical Customer Service Representative, Level 1. Our benefits package for full-time team members includes, but is not limited to, medical, dental, and vision insurance, paid time off, flexible spending accounts, and life insurance.

Work Environment and Culture

At arenaflex, we believe in creating a supportive workplace where our team members can thrive. We're committed to fostering a culture that cares, where our employees can connect with customers, human to human. We believe in creating a workplace where our team members can innovate, be creative, and be happy.

Equal Employment Opportunity

arenaflex is an Equal Employment Opportunity and Affirmative Action Employer committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. We're committed to creating a workplace where our employees can feel comfortable sharing ideas, and where we listen to one another. We believe in creating a workplace where our employees can grow and develop, and where we can achieve our goals together.

How to Apply

If you're passionate about delivering exceptional customer experiences and want to join a team that cares, apply now! Apply for this job