Experienced Customer Care Coordinator – Delivering Exceptional Service Experience

At arenaflex, we're committed to providing personalized attention for our associates, building proud, dynamic teams, and helping associates reach their personal and professional goals. We continuously strive to make arenaflex an employer of choice and "a great place to work!" As a Customer Care Coordinator, you'll play a vital role in delivering exceptional service experiences to our customers, ensuring their needs are met, and exceeding their expectations.

About arenaflex

arenaflex is a leading provider of innovative solutions, dedicated to making a positive impact on the lives of our customers and associates. Our commitment to diversity, equity, and inclusion drives our mission to create a workplace where everyone feels valued, respected, and empowered to succeed. We're proud to affirm our commitment to hiring veterans, recognizing the exceptional skills, dedication, and leadership they bring to the workforce.

Position Overview

As a Customer Care Coordinator, you'll be responsible for receiving inbound and making outbound calls to resolve customer concerns in a timely and professional manner. You'll coordinate and resolve customer follow-up requests as a liaison between branches and customers, providing and maintaining the highest level of customer service. Your exceptional communication skills, attention to detail, and problem-solving abilities will enable you to effectively resolve complex customer issues, ensuring their satisfaction and loyalty.

Responsibilities

* Receive inbound and make outbound calls to resolve routine customer concerns (e.g., service, billing, results) in a timely and professional manner. May deviate from routine procedures to diagnose root cause of more complex customer issues.

• Coordinate and resolve customer follow-up requests as a liaison between branches and customers to provide and maintain the highest level of customer service.
• Prioritize open, overdue, and/or critical customer follow-up requests or customer concerns and escalate to management as needed.
• Review and respond to customer feedback collected through external sources. Compile statistical data (e.g., net promoter scores, or NPS), identify trends, and report to management team.
• Make contact with cancel request customers to retain business. Probe to identify root cause and use approved customer save offers (e.g., discounts, service calls) to retain customer.
• May complete special projects to support branch operations and efficiency.
• Enter and maintain customer data (e.g., contact information, service plan, billing information) into customer database accurately and timely.
• Research customer database for account and service history and information to resolve customer concerns.
• Follow standard policies, procedures, and scripting when interacting with and resolving customer concerns to ensure quality outcomes.
• May assess customer needs for additional services and up-sell as appropriate.
• Identify and communicate improvement opportunities or trends impacting the customer experience to management.
• May receive customers and vendors at assigned branch.

Education and Experience Requirements

* High school diploma/GED required. Associate's degree preferred.

• 2-3 years of customer service experience required
• Experience resolving escalated customer service issues required
• Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to:

+ Sit, stand, and walk + Use hands and arms to handle, feel, or reach + Speak and hear + Use close vision abilities

• Occasionally required to:

+ Lift or move up to 25 lbs + Stoop, kneel, crouch, or crawl

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Noise level: Low to moderate
• Adverse Conditions: Minimal

Ability to Speak, Read, and Write Fluently in English

Ability to speak, read, and write fluently in English is required.

Pay Ranges

$31,819.00 - $58,865.00 This range is based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate's skills, experience, and geographic location, the expected quality and quantity of work, and internal pay alignment, as needed. Most candidates will start in the bottom half of the pay range. The upper end of the range will generally be reserved for candidates with extensive experience. An employee's pay history will not be a contributing factor where prohibited by local law.

Benefits

In addition to monetary compensation, we offer benefits, including:

• Medical/Dental/Vision insurance
• Company-matching 401(k)
• Other programs and perks

Diversity, Equity, and Inclusion

arenaflex is committed to diversity, equity, and inclusion. We encourage diverse candidates to apply to this position.

Equal Opportunity/Affirmative Action Employer

We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities. To learn more, please visit EEOC/EEO | arenaflex (arenaflex.com).

California Residents

When you express interest in or apply for a job with arenaflex, we collect personal information about you, potentially including personal identifiers, contact information, protected classifications, pre-hire information, professional or employment-related information, education history, and/or medical information, for the following business purposes: to comply with state and federal law and regulations requiring employers to maintain certain records; to evaluate your job application and candidacy for employment; and to obtain and verify background checks (including criminal and motor vehicle records), pre-employment drug testing, and references.

arenaflex performs pre-employment testing.

To view our disclaimer, https://arenaflex.com/us/en/disclaimer

Apply Now!

If you're a motivated and customer-focused individual who is passionate about delivering exceptional service experiences, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and contribute to our mission of making a positive impact on the lives of our customers and associates. Apply for this job