Experienced Overnight Customer Service Representative – Facilities Management

At arenaflex, we're committed to fostering a culture that values inclusivity, self-expression, and individuality. Our workplace is designed to encourage open communication, respect, and job development, empowering our employees to pursue their career goals and advance personally and professionally. arenaflex prioritizes the wellbeing of our employees, ensuring that our consumers experience the same level of care.

Job Summary:

We're seeking an experienced Overnight Customer Service Representative to join our facilities management team at arenaflex. As a key member of our team, you will be responsible for handling incoming client calls and emails related to facilities management. You will assess the nature of the request, document, and dispatch to the proper party for resolution, all while ensuring an optimal customer experience with every interaction.

Schedule:

Our overnight customer service representative will work a rotating schedule, including Fridays, Saturdays, and Sundays from 10:30pm-7:00am ET. This role requires flexibility and a willingness to work non-traditional hours.

Compensation:

arenaflex offers a competitive hourly rate of $17 per hour, providing a stable income for our employees.

Job Duties:

As an Overnight Customer Service Representative, you will be responsible for:

• Responding to routine inquiries via inbound phone calls and emails
• Assessing the nature of the call and determining the most appropriate party to handle the call
• Processing incoming facilities work order requests through telephone and email, including office moves, plumbing problems, light bulb changes, and other requests
• Asking probing questions to understand and troubleshoot the root cause of the problem or request and determining the right party to service the work order
• Dispatching the work order through telephone or email to the appropriate contact
• Setting appropriate turn-around time expectations with the client based on priority codes
• Ensuring that all reports are accurate and filed in a timely manner
• Selecting priorities and organizing work to meet priorities
• Proactively identifying work order trends and communicating to the Team Coordinator and Program Lead
• Following approved policies and procedures
• Resolving shift concerns and/or tasks with the Team Coordinator/Program Lead and co-workers
• Achieving a goal of handling 45 requests per day average
• Supporting team achievement of service level goals
• Adhering to scheduled shifts, keeping within guidelines for arrivals/departures and absences
• Adhering to efficiency and accuracy standards
• Supporting phone volume in the range of 70-100 phone interactions per shift
• Mastery of arenaflex systems and knowledge matrix to support multiple accounts

Requirements:

To be successful in this role, you will need to demonstrate:

• Excellent customer service skills
• High school diploma required
• Call center experience preferred (inbound)
• Extensive use of computer with experience with Microsoft Office products and the input of substantial amounts of data
• Switchboard or Helpdesk experience a plus
• Excellent listening skills and telephone skills
• Excellent professional communication and interfacing with customers and co-workers
• Ability to manage multiple tasks simultaneously

Benefits:

arenaflex offers a comprehensive benefits package, including:

• 401k with match
• Generous PTO policy
• Paid holidays
• One paid day off per year to volunteer
• Access to discount programs
• Two-week paid sabbatical every five years
• Access to Employee Benefit Resource Groups that provide ongoing learning and mentorship opportunities

Why Join arenaflex?

At arenaflex, we're committed to creating a workplace that values diversity, equity, and inclusion. We believe that our employees are our greatest asset, and we're dedicated to providing a supportive and inclusive environment that allows them to thrive. If you're passionate about delivering exceptional customer service and are looking for a dynamic and supportive work environment, we encourage you to apply for this exciting opportunity.

How to Apply:

If you're ready to take your customer service skills to the next level and join a team that values inclusivity and self-expression, click the link below to apply for this role: Apply Now! Apply for this job