Executive Escalation and Customer Care Specialist – Delivering Exceptional Customer Experiences at arenaflex

At arenaflex, we're driven by a passion for building, implementing, and maintaining technology that transforms the Govtech industry by bringing governments and their constituents together. Our mission is to support our customers by meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. With a commitment to innovation and customer satisfaction, we're seeking an exceptional Executive Escalation and Customer Care Specialist to join our team.

About arenaflex

arenaflex has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as one of the best companies to work for by BuiltIn. Over the last 25 years, we've served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers, powering an unmatched Subscriber Network that uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, arenaflex empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada.

The Role

As an Executive Escalation and Customer Care Specialist at arenaflex, you'll be part of a team that resolves customer care and escalations coming from customer cases or customer-facing teams. You'll coordinate efforts and responses, identify systems and procedures issues that lead to these situations, and drive positive action for change and resolution on behalf of arenaflex customers, Technical Support, and the overall business. You'll form the bridge between Technical Support and other teams within arenaflex, delivering enhanced support to Government Experience Cloud Services customers.

Key Responsibilities

* Help customers resolve care issues and drive toward escalated case resolution

• Identify and measure the root cause of customer experience failure
• Present findings and recommendations to the right people throughout the company who can fix the process or technology that caused the customer pain
• Report on projects, initiatives, and processes under your care
• Respond to enquiries from arenaflex executives and customer-facing teams about escalations
• Provide advice and directions to Technical Support regarding escalated cases
• Communicate effectively and professionally with other departments in researching complaints and finding a path to resolution
• Provide a detailed root cause analysis for customer advocacy to top-level executives
• Recognize system and quality concerns contributing to poor customer experiences and communicate as appropriate both internally and externally
• Submit coaching feedback, news articles, and blurbs to ensure that Technical Support is consistently kept up to date

You'll Love This Job If...

* You have exceptionally strong customer handling and conflict resolution skills

• You're an excellent decision-maker, able to effectively manage the needs of the customer and business
• You're goal-driven, able to step back and look at the bigger picture, and able to deal with ambiguity
• You have a relentless customer-centricity with excellent English communication skills, both verbal and written
• You have 2-3 years of prior experience in Customer Care or Technical Support services
• You're able to work independently, self-motivated, and demonstrate flexibility in approaching responsibilities and change

Additional Information

* Security and Privacy Requirements: As an Executive Escalation and Customer Care Specialist, you'll be responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program. You'll also be responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

• Diversity, Equity, and Inclusion: At arenaflex, we're committed to building diverse, inclusive teams. We don't have degree requirements for most of our roles, and we encourage candidates who don't meet every requirement to apply. We might just find another role that's a perfect fit!

The Team

* We're a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

• We're building a transparent, inclusive, and safe space for everyone who wants to be a part of our journey.

The Culture

* We're proud to offer a range of benefits and perks, including: + Employee Resource Groups to encourage diverse voices + Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs. + Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more. + We bring in special guests from time to time to discuss issues that impact our employee population.

The Impact

* We're proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place – quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world.

Equal Employment Opportunities

arenaflex is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status, or any other status protected by applicable law.

Ready to Join Our Team?

If you're passionate about delivering exceptional customer experiences and want to be part of a team that's transforming the Govtech industry, apply now to become an Executive Escalation and Customer Care Specialist at arenaflex. Apply for this job