At arenaflex, we're committed to delivering exceptional customer experiences that drive business growth and customer satisfaction. As a Customer Service Representative, you'll play a vital role in shaping our customers' perceptions of our brand, fostering long-term relationships, and identifying opportunities to upsell and cross-sell our products and services. If you're a motivated, customer-centric individual with a passion for delivering outstanding service, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of innovative solutions and services that protect people, enhance lives, and preserve the planet. With a rich legacy of excellence and a commitment to sustainability, we're proud to be a trusted partner to many of the world's leading brands. Our team is dedicated to delivering exceptional customer experiences, and we're looking for talented individuals like you to join our mission.
**Job Summary**
As a Customer Service Representative, you'll be responsible for handling inbound and outbound contacts via an omnichannel approach to solve customer needs and expand relationships. You'll provide a high-quality service experience that generates creative lead and direct selling opportunities, answering predominately routine inquiries, resolving problems that may require deviation from standard operating procedures, and promoting new products/services to expand customer relationships.
**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.
* 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
**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. Below you'll find information about some of what we have to offer.
* All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria.
* Click here to read more about our Total Rewards Program which 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
**Equal Employment Opportunity**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity, equity, and inclusion.
**How to Apply**
If you're a motivated, customer-centric individual with a passion for delivering outstanding service, we want to hear from you! Apply now and let's discuss how you can become a vital part of our success story.