Experienced Customer Service Representative (Hybrid) – Omnichannel Customer Experience Expert

At arenaflex, we're dedicated to providing exceptional customer experiences that drive business growth and customer satisfaction. As a valued member of our team, you'll play a critical role in delivering top-notch service to our customers, identifying opportunities to upsell and cross-sell our products and services, and fostering long-term relationships that drive loyalty and retention.

About arenaflex

arenaflex is a global leader in Pest Control and other services, serving consumer and business customers across multiple industries. With a legacy of excellence and a commitment to protecting people, enhancing lives, and preserving the planet, we're proud to be a trusted partner to many of the world's leading brands. Our team is passionate about delivering exceptional customer experiences, and we're looking for talented individuals who share our vision to join our team.

Job Summary

As an Experienced Customer Service Representative (Hybrid), you'll be responsible for providing exceptional customer service through inbound and outbound contacts via an omnichannel approach. You'll resolve customer inquiries, identify opportunities to upsell and cross-sell our products and services, and foster long-term relationships that drive loyalty and retention. This role requires the ability to work in person as needed, and candidates must reside within an hour of Tallahassee, FL.

Key Performance Indicators

* First Call Resolution %

• Customer Satisfaction rating
• Sales Revenue ($ sold per call, CTV lead rate)
• Quality Assurance scores
• Average Handle Time
• Utilization (Overall % of the time Colleagues are logged in and being productive)

Principal Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:

• Handles customer calls/correspondence for service, scheduling, and billing inquiries turning great service into revenue-generating contacts
• Offers Home Inspection leads to all customers that qualify
• Identify the needs of current and new customers and offer products to close sells and generate revenue and commissions
• Cultivates and maintains on-going customer relationships
• General knowledge of the organization, products, and/or services
• Excellent verbal communication skills with ability to overcome objections and ability to de-escalate situations
• Uses computerized system for identifying customer needs, tracking contacts, information gathering, and/or troubleshooting
• Communicates with branch personnel to resolve service and scheduling issues
• Initiates outbound customer service calls for various campaigns
• Handles incoming calls from technicians to provide support

Candidate Summary

Required Experience

* 1-2 years of customer service experience preferred

• 1-2 years of phone sales experience preferred
• Ability to use a computer
• Basic knowledge of Microsoft Word, Excel, and Windows
• Ability to type 25 wpm preferred

Required Leadership Traits and Characteristics

* Good verbal, written, and interpersonal communication skills

• Ability to overcome objections and problem solve
• Ability to work in a fast-paced environment
• Good problem-solving skills
• Ability to work flexible schedule, including weekends and holidays
• Must be dependable and consistently punctual for all scheduled shifts
• A private home office/workspace suitable for working remotely during scheduled shift
• Broadband internet (25Mbps download & 5Mbps upload speeds) with ability to hardwire via an Ethernet cable
• Child / dependent care as necessary during the hours of scheduled shift

Formal Education, Qualifications or Training

* High school diploma or GED

Why Choose arenaflex?

A career with arenaflex can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives.

Total Rewards Program

arenaflex offers a comprehensive Total Rewards Program that includes:

• Professional and Personal Growth

+ Multiple avenues to grow your career + Training and development programs available + Tuition Reimbursement benefits (for FT Colleagues)

• Health and Wellness

+ Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more + Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1

• Savings and Retirement

+ 401(k) retirement plan with company-matching contributions

• Work-Life Balance

+ Vacation days & sick days + Company-paid holidays & floating holidays + A company mindset that prioritizes health, safety, and flexibility

We're Looking for Individuals Who Want to Make a Difference

If you're passionate about delivering exceptional customer experiences and driving business growth, we want to hear from you! Join our team at arenaflex and be part of a global leader in Pest Control and other services.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and is committed to complying with all Federal, State, and local laws related to the employment of qualified individuals with disabilities.

Know Your Rights - Workplace Discrimination is Illegal

arenaflex is committed to providing a workplace free from discrimination and harassment. We're proud to be an equal opportunity employer and welcome applications from diverse candidates.

Pay Transparency - Nondiscrimination Provision

arenaflex is committed to complying with all Federal, State, and local laws related to pay transparency and nondiscrimination.

California Residents

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Apply Now!

If you're ready to join a global leader in Pest Control and other services and be part of a team that's passionate about delivering exceptional customer experiences, apply now! Apply for this job