Experienced Concierge Customer Service Representative – Luxury Automobile Brand Support

Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in a dynamic, remote work environment where creativity and problem-solving are encouraged? If so, we invite you to join arenaflex, a leading provider of first-class service across various markets, as a Concierge Customer Service Representative.

About arenaflex

arenaflex is a renowned organization that has been at the forefront of delivering exceptional customer experiences for over two decades. With contact centers across the globe, we proudly serve some of the most beloved automobile brands in the world. Our commitment to excellence, innovation, and customer satisfaction has earned us a reputation as a trusted partner in the industry.

Your Role at arenaflex

As a Concierge Customer Service Representative, you will be part of a unique culture that values service, teamwork, respect, proactivity, career growth, diversity, and competitive compensation. You will be responsible for creating and delivering customized, effortless experiences to luxury customers, building relationships based on understanding their needs, concerns, lifestyle, and preferences.

Key Responsibilities

* Own the customer experience from the very beginning to the end, building rapport and anticipating needs through authentic connection and curiosity with customers.

• Promptly process and answer/resolve customer inquiries, concerns, or technical questions, determine the appropriate actions based upon job aids, research, and existing desktop solution tools, and take the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided.
• Understand the use of technology, scripts, and product knowledge, actively listening to the customer, providing answers, while controlling the call to lead the customer in an efficient, professional manner.
• Provide recommendations to leadership regarding the resolution of recurring problems, assist in the formulation of problem-solving techniques for newly discovered issues.
• Maintain exceptional product knowledge as it relates to technical support, remaining knowledgeable of product and service offerings, current industry products, and technologies.
• Partner with other vendors as necessary for troubleshooting and resolution.
• Research and resolve billing or payment issues.
• Ensure that all customer contacts are properly logged into the CRM tool to allow for an accurate historical view of customer contacts, manage follow-up log, and audit documentation of customer files.
• Use additional resources and escalation points, including diagnostic information, technical manuals, and call history log, to find solutions for basic to intermediate-level issues.
• Recommend changes to departmental policies and procedures to improve support services provided to the customer, as needed, keep the Supervisor informed of any issues as they arise.
• Attend team meetings, 1 on 1s, focus groups, and training sessions as scheduled.
• Handle additional projects and assignments as needed and fit individual skillset.

What You Bring to the Role

* A High School Diploma (required); an associate or Bachelor's degree (preferred)

• Four (4) years of experience in training, public relations, sales, marketing, or customer service
• Experience with customer contact systems
• Must live within a commutable distance of Asheville, NC

What You Can Expect

* Starting pay rate of $17.50 per hour

• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (arenaflex College)
• Employee Rewards Program (arenaflex Perks)

A Bit More About Your Role

* Strong customer service skills

• Experience with and appreciation for electronic devices and computers, along with a willingness and ability to quickly learn new technology
• Solid computer skills, internet-savvy, and experience using CRM software

Our Culture

At arenaflex, we value our team members and strive to create a supportive, inclusive environment that encourages growth, fosters trust, and acknowledges the value of your contributions. Our culture is built on the following values:

• Culture of Service: We treat our team members like customers from day one.
• Teamwork: We believe in a supportive family team environment that encourages growth, fosters trust, and acknowledges the value of your contributions.
• Respect: We are accountable, dependable, and give our team members our full attention.
• Proactive: We surround ourselves with solution-oriented people who strive to improve themselves, others, and the organization.
• Career Growth: We offer lots of learning opportunities for aspiring minds.
• Diversity: We are a growing diverse and community-minded organization that is all about having fun!
• Competitive Compensation: We take care of our team members, offering more than just competitive wages and great benefits. Our programs promote physical, mental, and financial wellness.

How to Apply

If you're a customer service enthusiast with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team. Apply To This Job

Note

arenaflex requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. arenaflex is an Equal Opportunity Employer. Please note that neither arenaflex nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process. Apply for this job