Experienced Virtual Customer Care Manager – Remote Customer Service and Warranty Resolution

Are you a customer-centric professional with a passion for delivering exceptional service and resolving complex issues? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join arenaflex as an Experienced Virtual Customer Care Manager, where you'll play a critical role in ensuring customer satisfaction and loyalty.

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower individuals and businesses to achieve their goals. With a rich history of innovation and a commitment to excellence, we've built a reputation for delivering high-quality products and services that meet the evolving needs of our customers. Our team is comprised of talented professionals who share a passion for making a difference and driving growth.

Job Summary

As an Experienced Virtual Customer Care Manager, you'll be responsible for triaging warranty service requests virtually with customers and managing the resolution of their concerns until completion. Using the TechSee platform, you'll conduct an initial analysis of the customer's claim to determine warranty coverage and the appropriate recourse. Your exceptional communication and problem-solving skills, combined with your ability to adapt to changing situations, will enable you to build strong relationships with customers and deliver exceptional service.

Primary Job Responsibilities

* Coordinate virtual response to customer warranty calls through TechSee platform and MS Dynamics 365

• Conduct analysis of issue via the virtual appointment to triage and determine appropriate next steps
• Create service requests, line items, and work orders in MS Dynamics 365 as necessary based on the results of the virtual inspection
• Manage the Service Request to resolution, confirming that the scheduled repairs are complete, and closing out the SR in MS Dynamics 365
• Effectively manage large amounts of incoming calls, emails, and virtual appointments, while building sustainable relationships of trust through open and interactive communication
• Address complaints, provide appropriate solutions and/or alternatives within the warranty guidelines, set proper expectations for the repair process, and follow-up to ensure resolution
• Determine and document root cause of common service items, reporting on any opportunities for improvement
• Perform related administrative duties, confirmations, and in-home inspections, as needed

Management Responsibilities

* Delegates work according to employee's abilities and skills

• Provides input to employee's performance evaluations
• Assists in the identification of internal and external training opportunities
• Provides continuous coaching with regard to functional and leadership standards (technical skills and behaviors)

Scope

* Decision Impact: Division

• Department Responsibility: Single
• Budgetary Responsibility: No
• Direct Reports: No
• Indirect Reports: No
• Physical Requirements: The position may involve sitting, standing, driving, and/or movement, the ability to exert a minimal force of up to 50 pounds and occasionally exert up to 80 pounds of minimal force to carry, lift, push, pull, and otherwise move objects. Must be able to climb ladders, scaffolding, and other means to reach and observe all areas of the building. Ability to work in various weather conditions - heat, rain, cold, etc.

Required Education/Experience

* Minimum High School Diploma or equivalent

• Bachelor's Degree preferred
• Minimum of 1-2 years of construction industry experience
• Proven customer care experience with a strong emphasis on quality of service, and follow-up

Required Licensing, Registration and/or Certifications

* Valid driver's license as driving is an essential function of this position

Required Skills/Knowledge

* Customer oriented with conflict resolution skills, the ability to adapt and respond to different personality types

• Excellent communication and listening skills, with analytical ability to perform root cause analysis
• Highly conscientious and well-organized, with the ability to multi-task, prioritize, and manage time effectively
• Technology savvy, with excellent computer skills, and an overall understanding of basic Microsoft Office Suite programs
• Additional consideration will be given to candidates with experience working within MS Dynamics 365, and TechSee

Work Environment and Company Culture

As a member of the arenaflex team, you'll enjoy a dynamic and supportive work environment that fosters growth, innovation, and collaboration. Our company culture is built on a foundation of respect, empathy, and open communication, and we're committed to creating a workplace that's inclusive and welcoming to all. You'll have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional service and making a difference.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary and a comprehensive benefits package that includes medical, dental, and vision coverage, as well as a 401(k) plan and paid time off. You'll also enjoy a range of perks and benefits, including flexible work arrangements, professional development opportunities, and a fun and supportive work environment.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. You'll have access to a range of training and development opportunities, including workshops, webinars, and mentorship programs. We also offer a range of career advancement opportunities, including promotions, transfers, and lateral moves.

How to Apply

If you're a motivated and customer-focused professional with a passion for delivering exceptional service, we invite you to apply for the Experienced Virtual Customer Care Manager position at arenaflex. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply To This Job Apply for this job