Experienced Customer Service Representative – Retail Service and Support

At arenaflex, we're revolutionizing the way people experience customer service. Our team of dedicated professionals is passionate about delivering exceptional experiences that exceed our customers' expectations. As an Experienced Customer Service Representative, you'll play a vital role in supporting our Service Department, providing top-notch service to our customers, and helping us maintain our reputation as a leader in the industry.

About arenaflex

arenaflex is a forward-thinking company that's disrupting the auto industry with its innovative approach to car buying and selling. With over 200 locations nationwide, we're the nation's largest retailer of used cars, and we're committed to delivering an honest, transparent, and high-integrity experience to every customer. Our team of over 25,000 associates is dedicated to helping every customer find their dream car, and we're proud to be recognized as one of the FORTUNE 100 Best Companies to Work For.

Job Summary

As an Experienced Customer Service Representative, you'll work under general supervision to deliver exceptional customer service by supporting the Service Department. You'll be responsible for assisting customers on the phone and in person before, during, and after service/repair processes. You'll work closely with our Customer Advisors/Service Consultants to ensure that every customer receives the highest level of service.

Key Responsibilities

* Answer all incoming service calls in a prompt and friendly manner, displaying appropriate tone of voice and empathy throughout the entire customer interaction.

• Assist Customer Advisors/Service Consultants with customers when needed.
• Answer basic service department questions, schedule service appointments, and route customers' calls.
• Provide written messages to the responsible party in a timely manner.
• Complete reminder calls for customers scheduled for an appointment.
• Assist the service department in contacting customers once special ordered parts have arrived to schedule appointments.
• Contact customers with Repair Requests to schedule appointments.
• File repair orders and all supporting documentation daily.
• Audit all sublet invoices to ensure they are processed and resolved per arenaflex Guidelines.
• Ensure the loaner log and dealer tags are always in compliance with audit requirements.

Job Specifications

* Accountable to Associate 1 Competency Model

• Demonstrate exceptional interpersonal, communication, and customer service skills.
• Demonstrate exceptional telephone etiquette and active listening skills.
• Execute Retail Service Standardized Work
• Provide exceptional customer service at all times by consistently executing the Retail Service Standardized Work and Voice of Customer (VoC) processes.
• Maintain or exceed the arenaflex guidelines for customer satisfaction.
• Read, interpret, and transcribe data in order to maintain proper records.
• Intermediate computer skills, including spreadsheet knowledge.

Customer Operator Job Description

* Successfully work with associates in other departments within the store.

• Perform multiple duties in a high-energy, fast-paced working environment.
• Demonstrate above-average communication skills with the ability to speak and listen effectively when dealing with customers/associates, both in person and over the phone.
• Stay current in arenaflex-provided training in all areas of the Service process.
• Possess intermediate computer skills.

Working Conditions

* Primarily indoor environment; may include working at times in noisy conditions.

• May require sitting or standing for extended periods of time.
• Flexible work hours with shifts that may include nights, weekends, holiday, and 12-hour days.
• Follow all arenaflex, O.S.H.A., and EPA standards, including the use of Personal Protective Equipment, and proper waste disposal in required areas.
• Adhere to all arenaflex policies, including, but not limited to: Code of Business Conduct, Attendance, Asset Protection, Integrity, Proper Recording of Time, Environmental Health and Safety, and Standards of Professional Appearance policies.

What We Offer

* Competitive compensation and benefits package

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive training and support to ensure your success

How to Apply

If you're a customer-focused individual with excellent communication and interpersonal skills, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law. Upon an applicant's request, arenaflex will consider reasonable accommodation to complete the arenaflex Job Application. Apply for this job