Experienced Full Stack Customer Service Representative – Verizon Wireless Account Management

At arenaflex, we're on a mission to revolutionize the way we interact with our customers. As a key member of our Customer Service team, you'll play a vital role in delivering exceptional experiences that exceed our customers' expectations. If you're passionate about providing top-notch support, have a knack for problem-solving, and thrive in a fast-paced environment, we want to hear from you!

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower individuals and businesses to thrive in an ever-changing world. Our commitment to excellence, customer-centric approach, and dedication to making a positive impact have earned us a reputation as a trusted partner in the industry. As a remote-based organization, we offer the flexibility and autonomy to work from anywhere, while still being part of a dynamic and collaborative team.

Job Summary

We're seeking an experienced Full Stack Customer Service Representative to join our Verizon Wireless Account Management team. As a key point of contact for our customers, you'll be responsible for providing exceptional support, resolving issues, and promoting arenaflex's services. If you're a customer-focused individual with a passion for delivering outstanding results, we encourage you to apply for this exciting opportunity.

Key Responsibilities

* Provide multi-level support to customers, including answering phone calls, responding to emails, and resolving issues through research and submission of requests

• Utilize internal systems to access and research customer accounts and history
• Evaluate customer concerns and independently determine reasonable resolutions using department guidelines
• Refer unresolved customer grievances to Verizon Wireless for further investigation
• Provide support to Customer Relations teammates by shadowing and assisting with questions
• Possess self-motivation to manage time and tasks in order to maintain department follow-up guidelines
• Adapt quickly to changing priorities and needs while possessing a high level of critical thinking and discretion

Competencies

* Accountability: Accepting responsibility that results in anticipation/prevention of problem areas from actions, and problem-solving inside and outside the department/organization

• Customer Focus: Knowing the (internal and external) customer business needs and acting accordingly; anticipating customer needs, and giving high priority to customer satisfaction and customer service
• Oral Communication: Shaping and expressing ideas and information in an effective manner
• Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines
• Teamwork: Working as a productive member of a cohesive group toward a common goal, and contributing to team development and effective team dynamics
• Written Communication: Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology

Supervisory Responsibilities

This position has no supervisory responsibilities.

Travel

No travel is expected for this position.

Required Education and Experience

* High School diploma or equivalent required

• Strong proficiency in various computer applications and software required
• Previous experience in customer service preferred
• Adeptness in navigating operating systems, productivity tools, and software relevant to the role (Salesforce, RingCentral, and Microsoft Office) preferred

Additional Eligibility Qualifications (Knowledge, Skills, Abilities)

* Clerical — Knowledge of administrative, clerical procedures, systems such as managing files and records, designing forms, and other office procedures and terminology

• English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
• Active Listening — Giving full attention to what others say, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
• Service Orientation — Actively looking for ways to help people
• Coordination — Adjusting actions in relation to others' actions
• Time Management — Managing one's own time
• Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do
• Monitoring — Monitoring/Assessing performance of oneself to make improvements or take corrective action
• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making
• Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts or otherwise negotiating with others
• Dealing with Multiple Personality Types— Possessing the personal decorum and professionalism to frequently deal with unpleasant, angry, or discourteous individuals
• Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense
• Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem
• Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to the job. Able to learn and work fluidly in new systems as the job demands
• Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work. Able to discern time-sensitive situations and act accordingly
• Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork
• Importance of Being Exact and Accurate — The ability to be very exact or highly accurate in performing daily duties

What We Offer

* Base Pay of $18/hr. plus bonus opportunity

• Health, Vision, and Dental Insurance
• 401k matching
• Health and Wellness Program
• Discount on Verizon services
• Employee Assistance Program
• Work from home with company-provided equipment

Schedule

This is a full-time position. Our department is open 8:00 a.m. to 8:00 p.m. Monday through Friday, and 8:00 to 6:00 on Saturdays. Days and hours of work are depending on schedule availability and business needs.

Training

Training is virtual and lasts four weeks. The training schedule is Monday through Friday, 10:00 a.m. to 5:00 p.m.

AAP/EEO Statement

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.

Reasonable Accommodations

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. If you're a motivated and customer-focused individual who is passionate about delivering exceptional results, we encourage you to apply for this exciting opportunity to join our arenaflex team. Apply for this job