Experienced Full Stack Customer Service Associate – Email, Chat, SMS, and Voice Support

At arenaflex, we're on a mission to revolutionize the way we interact with customers. As a leading provider of innovative solutions, we're seeking a highly motivated and customer-centric individual to join our team as a Full Stack Customer Service Associate. This is an exciting opportunity to work in a dynamic environment, where you'll have the chance to make a real impact on our customers' experiences.

About arenaflex

arenaflex is a forward-thinking company that's passionate about delivering exceptional customer experiences. We're a team of driven and hard-working individuals who are committed to helping our customers succeed. With a strong focus on innovation and customer satisfaction, we're constantly looking for new ways to improve our services and exceed our customers' expectations.

Job Description

As a Full Stack Customer Service Associate, you'll be responsible for providing top-notch support to our customers through various channels, including email, chat, SMS, and voice. You'll be the face of arenaflex, and your primary goal will be to ensure that our customers receive the best possible experience. You'll be working in a fast-paced environment, handling a high volume of contacts, and meeting our high performance bar.

Responsibilities

* Identify and assess customers' needs to achieve satisfaction

• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage clients

What Does a Customer Service Representative Do?

* Demonstrate Reliability: Attendance and commitment to being present and on time for your full shift each day is crucial. This helps ensure we're ready and available to help our customers when they need us most. For unexpected events or issues, we require our representatives to be proactive in their communication and planning whenever possible.

• Handle a High Volume of Contacts: You will handle an estimated 50-60 emails, chat, SMS per shift. This is a fast-paced environment and highly structured. There is little downtime in this position as you are typically on back-to-back chats during your shift.
• Meet Our High Performance Bar: You'll work to exceed customer satisfaction, excel in meeting customer service efficiency metrics, and other responsibilities as assigned.
• Engage Customers: You'll need a passion for people. You'll be the voice of arenaflex and work to build a relationship with customers who contact us by inbound phone call, chats, and emails. Topics can range from returns, replacements, delivery, product availability, order status, and more.
• Listen Actively and Show Empathy: You will actively listen to understand customer concerns and leverage internal resources to find the best solution to thoroughly address their problem.
• De-Escalate Customer Concerns: Most customers contact us because they've had a problem and need your help. You will use your conflict management skills to balance the needs of the customer with the options from the business while always maintaining a professional composure.
• Problem Solve: Solutions aren't a one-size-fits-all approach so customer service representatives do not read from pre-populated scripts. You will be given a level of autonomy to help customers find the right solution. You'll need to think analytically to solve customer problems in a first contact resolution approach.
• Multitask: You'll need to juggle navigating multiple browsers, tabs, tools, and screens in order to quickly and effectively answer questions. The ideal customer service representative will be familiar with computers and can effectively navigate technology on a daily basis.
• Escalate Systemic Issues: Help us continuously improve. You'll identify areas where improvement is needed on behalf of arenaflex customers and share any trends with leadership.

Qualifications

Our most successful candidates will have:

• Must be at least 18 years or older.
• A minimum of 3-4 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED.
• We require all candidates to have a minimum of 3 subjects inclusive of English (CXC/CSEC, City & Guilds. I, II, III; GCE A, B, C; SSC 4, 5; JSCE Pass; NCTVET Level 1, 2, 3; and CCSLC Competence & Mastery).
• Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays) and across sites within the arenaflex network.
• Must successfully pass English Language written assessments.
• Consistency in performance and an "I can and will win attitude".
• Demonstrated ability to perform at a high level, to support our high volume of inbound calls.
• Experience in customer service is an asset and preferred.
• Good systematic problem-solving ability, using sound business judgment, and following through on commitments to customers.
• The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.
• Excellent attention to detail.
• Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. Proficient reading skills required.
• The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.
• Ability to effectively organize, prioritize, multi-task, and manage time.
• Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred.
• Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.
• Must have basic computer skills with the ability to navigate and manipulate a computer system.
• Must be very tech-savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
• Inspire confidence and positively influence the behavior, actions, and thoughts of others.
• No commitments that will impact your ability to commit to work for the next 18 – 24 months

Additional Information

Our employees enjoy:

• Competitive compensation packages inclusive of base pay, incentives, over-time, and shift differentials for certain shifts.
• Annual merit increase based on performance.
• Paid Training.
• Discounts for several corporate and retail partners for services and products once arenaflex ID is presented.
• Excellent training and supervisory support - to help you feel comfortable servicing our customers.
• Competitive Salary with attractive and attainable PBI structure.
• Paid vacation and sick leave annually.
• Exceptional Health and Life Insurance Plan
• Lunch benefits and subsidy.
• Onsite lunch concessionaire at reduced rates.
• Transportation/Shuttle Services - Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6am
• Free On-site medical suite with nurse and medical doctor.
• Daily Refuel Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in the office.
• Paid referral program
• Career development & growth opportunities for advancement.
• Excellent Reward and recognition programs.

Why Join arenaflex?

At arenaflex, we're committed to creating a work environment that's supportive, inclusive, and empowering. We believe in the importance of work-life balance and offer a range of benefits to help our employees achieve their goals. If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding career, we'd love to hear from you!

How to Apply

If you're ready to take your customer service skills to the next level and join a dynamic team, please submit your application through our website. We can't wait to hear from you! Apply Now! Apply for this job