Experienced Customer Service Support Specialist - Remote / MN Resident Opportunity at arenaflex

At arenaflex, we're passionate about delivering exceptional customer experiences and fostering a culture of innovation and growth. As a Customer Service Support Specialist - Remote / MN Resident, you'll play a vital role in driving our mission forward by providing top-notch support to our independent contractor field representatives conducting mystery shops or specialty project work.

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower businesses to thrive in today's fast-paced market. With a strong focus on customer satisfaction and employee development, we're committed to creating a work environment that's both challenging and rewarding. Our team is comprised of talented individuals who share a passion for excellence and a drive to make a meaningful impact.

Job Summary

As a Customer Service Support Specialist, you'll be responsible for all communication, recruiting, and training of independent contractor field representatives. This role requires a strong and diverse skillset, including exceptional communication and project management skills, as well as the ability to work in a goal-oriented, fast-paced environment. If you're a motivated and detail-oriented individual with a passion for customer service, we encourage you to apply for this exciting opportunity.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The following are some of the key responsibilities of this role:

• Assign available project work to shoppers (or ensure shops are assigned to approved shoppers) and communicate assignment methodologies and requirements
• Adhere to and understand complex profile and assignment criteria
• Utilize online scheduling interfaces and other technology platforms to review, track, and assign project work
• Ensure assignments are performed by client-driven deadlines, with a goal of 100% completion rate
• Track overdue assignments for assigned territory/clients
• Track, facilitate, and reach out to shoppers after reviewing shop cancellations or shop adjustments, as necessary
• Work with team to identify need for additional incentive monies (e.g. bonuses and incentives), as needed
• Monitoring/applying approved spend (bonus/incentive) for certain markets, locations, routes, properties
• Answer and send email correspondence to and from shoppers in a timely and professional manner according to arenaflex company standards
• Conduct outbound calling as needed, to fill open assignments, provide coaching/feedback as well as respond to daily voicemails
• Identify, recruit, and communicate with new shoppers to increase engagement and build quality relationships while also continuing to develop our shopper network
• Identify process improvement opportunities or best practices, and share with colleagues
• Identify and escalate location challenges to Operations team lead
• Communicate any weekly route adjustments to applicable shoppers, as needed
• Maintain and communicate daily/weekly production metrics to Operations team lead
• In coordination with colleagues, create and deploy shopper email campaigns
• Provide coaching/feedback to shoppers about shop quality, completion, and submissions
• Review submitted shop reports as needed
• Perform all other duties as assigned or required

Supervisory Responsibilities

This role does not have supervisory responsibilities.

Additional Responsibilities

Other duties may be assigned.

Qualifications

The requirements listed below are representative of the knowledge, skills, and/or abilities required:

• Associate degree or related degree
• 2+ years prior experience in related field preferred
• Proficient skills in Microsoft Office Suite
• Superior oral and written communication skills with aptitude in building positive relationships
• Comfortable speaking on the phone with independent contractor team, as needed
• Exceptional knowledge of the structure and content of English language including meaning and spelling of words, and rules of composition and grammar
• Excellent judgment and reasoning skills
• Ability to consistently spot errors and discrepancies
• Strong attention to detail
• Excellent reading comprehension and retention
• Ability to prioritize work to ensure deadlines are met
• Ability to work in a goal-oriented, fast-paced, deadline-driven environment
• Strong project management and organizational skills
• Ability to comprehend complex profile and assignment criteria
• Ability to identify and drive process improvements

Benefits

* Work from home

• Day shift
• Competitive salary
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

Location

* Minneapolis-Saint Paul, MN (required)

• Remote work opportunity available

How to Apply

If you're a motivated and detail-oriented individual with a passion for customer service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to our online portal. We look forward to hearing from you! Apply To This Job Apply for this job