Experienced Customer Care Coordinator – Delivering Exceptional Service Experiences

At arenaflex, we're committed to providing personalized attention for our associates, building proud, dynamic teams, and helping associates reach their personal and professional goals. We continuously strive to make arenaflex an employer of choice and "a great place to work!" As a key member of our team, the Experienced Customer Care Coordinator will play a vital role in resolving customer concerns, providing exceptional service experiences, and driving business growth.

Job Highlights:

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Compensation:

A competitive salary -

Start Date:

Immediate openings available -

Company:

arenaflex -

Location:

Remote -

Position:

Experienced Customer Care Coordinator

About arenaflex:

arenaflex is a leading provider of innovative solutions, dedicated to delivering exceptional customer experiences. Our team is passionate about building strong relationships with our customers, and we're committed to making arenaflex a great place to work. We're proud to affirm our commitment to hiring veterans and fostering an inclusive and diverse environment.

Position Overview:

As an Experienced Customer Care Coordinator, you will be responsible for receiving inbound and making outbound calls to resolve customer concerns in a timely and professional manner. You will also coordinate and resolve customer follow-up requests as a liaison between branches and customers, providing and maintaining the highest level of customer service.

Responsibilities:

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Resolve Customer Concerns:

Receive inbound and make outbound calls to resolve routine customer concerns (e.g., service, billing, results) in a timely and professional manner. May deviate from routine procedures to diagnose root cause of more complex customer issues. -

Coordinate Customer Follow-up Requests:

Coordinate and resolve customer follow-up requests as a liaison between branches and customers to provide and maintain the highest level of customer service. -

Prioritize and Escalate:

Prioritize open, overdue, and/or critical customer follow-up requests or customer concerns and escalate to management as needed. -

Review and Respond to Customer Feedback:

Review and respond to customer feedback collected through external sources. Compile statistical data (e.g., net promoter scores, or NPS), identify trends, and report to management team. -

Retain Business:

Make contact with cancel request customers to retain business. Probe to identify root cause and use approved customer save offers (e.g., discounts, service calls) to retain customer. -

Complete Special Projects:

May complete special projects to support branch operations and efficiency. -

Maintain Customer Data:

Enter and maintain customer data (e.g., contact information, service plan, billing information) into customer database accurately and timely. -

Research Customer Database:

Research customer database for account and service history and information to resolve customer concerns. -

Follow Standard Policies and Procedures:

Follow standard policies, procedures, and scripting when interacting with and resolving customer concerns to ensure quality outcomes. -

Assess Customer Needs:

May assess customer needs for additional services and up-sell as appropriate. -

Identify Improvement Opportunities:

Identify and communicate improvement opportunities or trends impacting the customer experience to management. -

Receive Customers and Vendors:

May receive customers and vendors at assigned branch.

Education and Experience Requirements:

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High School Diploma/GED:

High school diploma/GED required. Associate's degree preferred. -

Customer Service Experience:

2-3 years of customer service experience required. -

Escalated Customer Service Experience:

Experience resolving escalated customer service issues required. -

Computer Skills:

Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint) required.

Physical Demands and Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. -

Regularly Required:

Sit, stand, and walk; use hands and arms to handle, feel, or reach; speak and hear; use close vision abilities. -

Occasionally Required:

Lift or move up to 25 lbs; stoop, kneel, crouch, or crawl.

Work Environment:

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Noise Level:

Low to moderate. -

Adverse Conditions:

Minimal.

Ability to Speak, Read, and Write Fluently in English:

Ability to speak, read, and write fluently in English is required.

You MUST BE Physically Located in the United States:

You MUST BE physically located in the United States while performing this job.

Pay Ranges:

$31,819.00 - $58,865.00 This range is based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate's skills, experience, and geographic location, the expected quality and quantity of work, and internal pay alignment, as needed. Most candidates will start in the bottom half of the pay range. The upper end of the range will generally be reserved for candidates with extensive experience. An employee's pay history will not be a contributing factor where prohibited by local law.

Benefits:

In addition to monetary compensation, we offer benefits, including Medical/Dental/Vision insurance and Company-matching 401(k) in addition to other programs and perks.

Diversity and Inclusion:

arenaflex is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

Equal Opportunity/Affirmative Action Employer:

We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities. To learn more, please visit EEOC/EEO | arenaflex (arenaflex.com).

California Residents:

When you express interest in or apply for a job with arenaflex, we collect personal information about you, potentially including personal identifiers, contact information, protected classifications, pre-hire information, professional or employment-related information, education history, and/or medical information, for the following business purposes: to comply with state and federal law and regulations requiring employers to maintain certain records; to evaluate your job application and candidacy for employment; and to obtain and verify background checks (including criminal and motor vehicle records), pre-employment drug testing, and references.

arenaflex Performs Pre-employment Testing:

To view our disclaimer, https://arenaflex.com/us/en/disclaimer

Ready to Apply?

If you are a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We are excited to review your application. Apply To This Job Apply for this job