Experienced Customer Care Professional – Remote Customer Service Representative

At arenaflex, we're passionate about empowering individuals with disabilities to achieve their full potential. Our mission-driven organization provides creative, competitive, and integrated employment opportunities for blind and visually-impaired working-aged individuals. As a Customer Care Professional on our Contact Center Services Team, you'll play a vital role in delivering exceptional customer experiences while contributing to the growth and success of our organization.

• *About arenaflex**

arenaflex is a values-based organization that operates on the foundation of Servant Leadership, Inclusion, Collaboration, Empowerment, and Excellence. We're committed to creating a workplace culture that values diversity, equity, and inclusion, and we're dedicated to providing equal opportunities for all individuals, regardless of their abilities.

• *The Role You'll Contribute**

As a Customer Care Professional, you'll be responsible for providing first-class customer service and completing all necessary data accurately and thoroughly. Your primary duties will include:

• Answering the telephone courteously and professionally, responding to calls, emails, etc., using customer-oriented etiquette
• Identifying customers' needs, clarifying information, researching every issue, and providing solutions
• Handling and resolving customer questions and issues. Escalating to the next level if needed
• Maintaining and recording proper and accurate documentation of all activities
• Maintaining monthly performance expectations such as Average Calls Answered, Average Talk Time, Customer Satisfaction scores, and any other phone metric requirements
• Adhering to company and department policies and procedures
• *The Value You'll Bring to the Team**

As a Customer Care Professional, you'll bring a unique set of skills and qualities to our team, including:

• Ability to maintain an atmosphere conducive to customer-friendly relations by providing memorable, courteous, friendly, and prompt customer service
• Bilingual (English/Spanish) communications skills helpful
• Ability to show courtesy and respect to all customers
• Ability to be a team player
• Ability to complete multiple tasks in a fast-paced environment
• Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues
• Ability to resolve issues of conflict tactfully and professionally and to effectively diffuse irate callers
• Ability to type 35 words per minute (WPM) and have some knowledge of Microsoft applications
• *Qualifications**

To be successful in this role, you'll need:

• High school diploma or equivalent required
• Some business classes, vocational/technical training preferred
• Previous experience working in a call center environment preferred
• Bilingual (Spanish, Creole) communications skills helpful
• Ability to pass a Level II background check
• Ability to work flexible hours as needed
• *Physical Demands**

As a Customer Care Professional, you'll need to be able to:

• Lift, carry, push, and pull objects and materials up to 10 lbs.
• Extend periods of oral communication
• Hear verbal conversations with people of various ages, educational levels, and cultural backgrounds in person/by telephone
• Speak understandably to people of various ages, educational levels, and cultural backgrounds in person/by telephone
• Extend periods at a keyboard or workstation
• Frequent typing & operation of keyboard equipment (computer, calculator, etc.)
• Follow non-technical/technical directions
• Work under a tight deadline and have the ability to handle frequent changes in procedures
• Making decisions with varying amounts of guidance
• Frequent placing & turning motions, such as sorting, filing, and retrieving
• Infrequent twisting or bending at the waist or reaching overhead
• *Requirements**

To be eligible for this role, you must:

• Be legally blind, as defined by the federal Javits-Wagner-O'Day work program for legally blind individuals
• Provide documentation from a physician of legal blindness
• Pass a Level II background check
• Ability to work flexible hours as needed
• *Career Growth Opportunities and Learning Benefits**

At arenaflex, we're committed to providing our employees with opportunities for growth and development. As a Customer Care Professional, you'll have access to:

• Ongoing training and development programs to enhance your skills and knowledge
• Opportunities for career advancement and professional growth
• A supportive and inclusive work environmen

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