Experienced Customer Service Representative – Cellular Sales and Support

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our customers' expectations. As an Experienced Customer Service Representative, you'll play a vital role in providing top-notch support to our Cellular Sales customers, resolving issues, and ensuring their satisfaction. If you're passionate about delivering outstanding customer service, have a knack for problem-solving, and thrive in a fast-paced environment, we want to hear from you!

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower individuals and businesses to thrive in today's digital landscape. Our commitment to excellence, customer-centric approach, and passion for innovation have earned us a reputation as a trusted partner in the industry. As a member of our team, you'll be part of a dynamic and supportive community that values collaboration, creativity, and continuous learning.

Key Responsibilities

As an Experienced Customer Service Representative, you'll be responsible for:

• Providing multi-level support to Cellular Sales customers, resolving issues, and escalating concerns to senior leadership as needed
• Documenting customer interactions and concerns according to department standards
• Managing follow-up contacts with multiple parties to resolve concerns efficiently
• Utilizing internal systems to access and research customer accounts and history
• Evaluating customer concerns and determining reasonable resolutions using department guidelines
• Referring unresolved customer grievances to Verizon Wireless for further investigation
• Providing support to Customer Relations teammates by shadowing and assisting with questions
• Maintaining self-motivation to manage time and tasks effectively, adhering to department follow-up guidelines

Competencies

To succeed in this role, you'll need to possess:

• Accountability: Accepting responsibility for your actions and anticipating potential problem areas
• Customer Focus: Prioritizing customer satisfaction and needs, anticipating their requirements, and acting accordingly
• Oral Communication: Effectively expressing ideas and information in a clear and concise manner
• Problem Solving: Identifying complex problems and finding effective solutions with minimal guidance
• Teamwork: Collaborating with colleagues to achieve common goals and contributing to team development and effective team dynamics
• Written Communication: Expressing ideas and opinions clearly in well-structured, organized, and grammatically correct reports or documents

Supervisory Responsibilities

This position has no supervisory responsibilities.

Travel

No travel is expected for this position.

Required Education and Experience

* High School diploma or equivalent required

• Strong proficiency in various computer applications and software required

Preferred Education and Experience

* Previous experience in customer service preferred

• Adeptness in navigating operating systems, productivity tools, and software relevant to the role (Salesforce, RingCentral, and Microsoft Office) preferred

Additional Eligibility Qualifications (Knowledge, Skills, Abilities)

* Clerical: Knowledge of administrative procedures, systems, and terminology

• English Language: Knowledge of the structure and content of the English language, including grammar and spelling
• Active Listening: Giving full attention to others, asking questions as appropriate, and not interrupting at inappropriate times
• Service Orientation: Actively looking for ways to help people
• Coordination: Adjusting actions in relation to others' actions
• Time Management: Managing one's own time
• Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do
• Monitoring: Monitoring/Assessing performance of oneself to make improvements or take corrective action
• Active Learning: Understanding the implications of new information for both current and future problem-solving and decision-making
• Resolving Conflicts and Negotiating with Others: Handling complaints, settling disputes, and resolving grievances and conflicts or otherwise negotiating with others
• Dealing with Multiple Personality Types: Possessing the personal decorum and professionalism to frequently deal with unpleasant, angry, or discourteous individuals

Abilities

* Deductive Reasoning: Applying general rules to specific problems to produce answers that make sense

• Problem Sensitivity: Recognizing when something is wrong or is likely to go wrong
• Updating and Using Relevant Knowledge: Keeping up-to-date technically and applying new knowledge to the job
• Organizing, Planning, and Prioritizing Work: Developing specific goals and plans to prioritize, organize, and accomplish your work
• Performing Administrative Activities: Performing day-to-day administrative tasks such as maintaining information files and processing paperwork
• Importance of Being Exact and Accurate: The ability to be very exact or highly accurate in performing daily duties

What We Offer

* Base Pay of $18/hr. plus bonus opportunity

• Health, Vision, and Dental Insurance
• 401k matching
• Health and Wellness Program
• Discount on Verizon services
• Employee Assistance Program
• Work from home with company-provided equipment

Schedule

This is a full-time position. Our department is open 8:00 a.m. to 8:00 p.m. Monday through Friday, and 8:00 to 6:00 on Saturdays. Days and hours of work are depending on schedule availability and business needs.

Training

Training is virtual and lasts four weeks. The training schedule is Monday through Friday, 10:00 a.m. to 5:00 p.m.

AAP/EEO Statement

arenaflex is an equal 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.

Reasonable Accommodations

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. If you're passionate about delivering exceptional customer service and are looking for a challenging and rewarding role, we encourage you to apply to this Experienced Customer Service Representative position at arenaflex. Apply for this job