Experienced Field Support Chat Representative – Smart Home Technology and Customer Service

At arenaflex, we're driven by our passion to create a smarter, cleaner, and more connected future. As a leading smart home company in the United States, we're dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team at arenaflex to create smarter, safer, and more sustainable homes.

About arenaflex

arenaflex is a dynamic and innovative company that's shaping the future of energy and home services. With a strong commitment to customer satisfaction and employee growth, we're creating a culture that's both challenging and rewarding. Our team is passionate about delivering exceptional experiences and making a positive impact on our customers' lives.

The Role

As a Field Support Chat Representative, you'll play a critical role in supporting our Field Service Professionals and Direct-To-Home Installation Pros during the installation and service of the arenaflex system. You'll communicate via chats with some outbound calls as the pro has questions, experiences an error, or needs assistance with updating information. Your primary responsibility will be to provide exceptional customer service, troubleshoot issues, and promote a trusted partnership with the Field Operations team.

Key Responsibilities

* Answer up to two chats at a time from arenaflex employees needing account maintenance, equipment, and scheduling assistance

• Troubleshoot the app used by Field Professionals
• Help promote a trusted partnership with the Field Operations team
• Conduct scripted pre-install surveys and post-install surveys
• Answer questions about work order details for the Field
• Accurately document and update records in required systems (Mainly Salesforce)
• Advocate for Field Service Professionals, providing effective solutions and support
• Help the Field understand their resources to reduce calls
• Document Chat interactions for accurate trend reduction and issue tracking

Training and Development

* 4 weeks of paid, mandatory training to ensure you're equipped with the skills and knowledge needed to succeed in this role

• Ongoing training and development opportunities to help you grow and advance in your career

Essential Skills and Qualifications

* Proficient communication skills (verbal and written)

• Friendly disposition and white glove customer service
• Excellent problem-solving skills to determine the best plan of action
• Ability to multi-task while using different internal programs
• Ability to adapt to system/process changes quickly while retaining new information
• High School Graduate, GED, or equivalent
• Ability to work Saturdays
• Ability to type a minimum of 35 wpm
• Must be able to complete the 4 weeks of training with 100% attendance

Equipment Requirements

* Must be able to provide your own equipment, including: + A computer (laptop or desktop) that runs Windows 10 + Computer must have at least 8 GB RAM + Computer must have a webcam + A USB wired headset equipped with a microphone + Must have reliable internet: 10 MBPS download and 10 MBPS upload speeds + Must have a wired internet connection

Work Environment Requirements

* Must be able to commute to our Lindon office at least 2 days per week

• Must be able to type a minimum of 35 wpm
• Must have a quiet and private location from which to work
• Must understand that you cannot be the primary caregiver for any children, other people, or pets while on shift

Working Conditions

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones.

Safety

arenaflex enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employee must adhere to all written and verbal instructions, promptly report and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.

EEO and Diversity

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity and promotes equal opportunities for all employees.

Compensation and Benefits

* Starting pay: $15.50/hr

• Ongoing training and development opportunities
• Competitive benefits package, including health insurance, retirement plan, and paid time off
• Opportunity to work with a dynamic and innovative company that's shaping the future of energy and home services

How to Apply

If you're passionate about delivering exceptional customer service and making a positive impact on our customers' lives, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Apply Now! Apply for this job