Experienced Customer Service Representative – Multi-Channel Customer Service

Join arenaflex, a leading provider of innovative waste management solutions, as we seek a highly skilled and customer-focused Customer Service Representative to join our remote team. Are you passionate about delivering exceptional customer experiences and resolving complex issues with ease? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to apply for this exciting opportunity to join our arenaflex team as a Customer Service Representative.

About arenaflex

arenaflex is a forward-thinking company that is revolutionizing the waste management industry with its cutting-edge technology and innovative solutions. Our mission is to provide our customers with exceptional service, while also making a positive impact on the environment. We are committed to fostering a culture of excellence, diversity, and inclusion, and we are seeking like-minded individuals to join our team.

Job Summary

As a Customer Service Representative at arenaflex, you will play a critical role in delivering exceptional customer experiences through our Multi-Channel Customer Service platform. You will interact with customers via phone, email, live chat, or self-service channels, resolving a wide range of inquiries and issues related to billing, service changes, cancellations, and missed service inquiries. You will also have the opportunity to upsell and cross-sell our products and services, driving revenue growth and customer retention.

Essential Duties and Responsibilities

To succeed in this role, you will be responsible for:

• Fielding customer service inquiries and handling customer service transactions independently and proficiently
• Demonstrating active listening skills and confirming understanding of customer needs, issues, and requests
• Using authorized systems to gather information, provide information, and/or update customer records
• Providing standard information and education regarding service options, charges, billing, and contracts
• Demonstrating ownership of the customer issue by providing one call resolution
• Making every reasonable attempt to resolve the customer's issue and exhausting all other solutions before escalating the customer's query
• Serving as an advocate for customers with repeat issues by engaging the right department and people within arenaflex
• Communicating concise and accurate information
• Listening for and identifying opportunities to cross-sell additional products and services
• Establishing customer accounts by negotiating and documenting service type, pricing, billing, and other required information
• Supporting other service lines when required
• Attempting to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives
• Meeting or exceeding service and operational standards established for the call center, including attendance, adherence, quality, productivity, safety, and timeliness goals
• Completing cross-training with Operations, Sales, and Billing

Supervisory Responsibilities

This role has no supervisory duties.

Qualifications

To be considered for this role, you must possess:

• A high school diploma or G.E.D (accredited)
• One (1) year of previous customer service experience (in addition to education requirement)
• Excellent verbal, written, and analytical skills
• Computer skills – MS Office
• Typing skills
• Professional phone etiquette
• Ability to multitask
• Ability to react well under pressure and treat others with respect
• Identifies and resolves problems in a timely manner
• Prioritizes and plans work activities
• Focuses on solving conflicts and listening to others without interrupting
• Is consistently at work and on time
• Works efficiently and effectively, both independently and as a team to ensure exceeding call center's standards
• Balances team and individual responsibilities and helps build a positive team spirit
• Adapts and able to deal with frequent changes in the work environment
• Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments
• Demonstrates accuracy and thoroughness to meet productivity standards in a timely manner

Remote Work Requirements

This is a remote work position, and you will be required to:

• Live within 50 miles of a WM Center Site near the states of AZ, CO, TN, TX, MS, AL, MI, PA, WI, IL, MA
• Have high-speed internet (minimum 50mbs download and 10mbs upload)
• Have a private workspace in which you are able to work the entirety of your shift without interruptions or distractions
• Be able to physically connect the computer to the modem or router

Benefits

arenaflex offers a competitive total compensation package, including:

• Medical, Dental, Vision, Life Insurance, and Short-Term Disability
• Stock Purchase Plan
• Company match on 401K
• Paid Vacation, Holidays, and Personal Days
• And more!

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity to join our arenaflex team. Please click the link below to submit your application. Apply Job!

Equal Employment Opportunity

arenaflex is an EEO/Affirmative Action Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status. Apply for this job