Join arenaflex, a dynamic and innovative company, as we seek a highly skilled and motivated Customer Service Support Specialist to join our team. This is a unique opportunity to work in a fully remote environment, with a competitive salary and a comprehensive rewards package. As a Customer Service Support Specialist, you will play a critical role in driving success by providing exceptional support to our independent contractor field representatives conducting mystery shops or specialty project work.
**About arenaflex**
arenaflex is a leading provider of innovative solutions in the industry. We pride ourselves on our commitment to excellence, customer satisfaction, and employee growth. Our company culture is built on the principles of teamwork, innovation, and continuous learning. We believe in empowering our employees to take ownership of their work and strive for excellence in everything they do.
**Job Summary**
Under the direction of the Operations Manager, the Customer Service Support Specialist is responsible for all communication, recruiting/onboarding, and training of independent contractor field representatives conducting mystery shops or specialty project work for arenaflex. This role requires a strong and diverse skillset in relevant areas to drive success. The ideal candidate will be highly organized, have excellent communication skills, and be able to work in a fast-paced, deadline-driven environment.
**Essential Duties and Responsibilities**
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The following are the key responsibilities of the Customer Service Support Specialist:
* Assign available project work to shoppers (or ensure shops are assigned to approved shoppers) and communicate assignment methodologies and requirements
* Adhere to and understand complex profile and assignment criteria
* Utilize online scheduling interfaces and other technology platforms to review, track, and assign project work
* Ensure assignments are performed by client-driven deadlines, with a goal of 100% completion rate
* Track overdue assignments for assigned territory/clients
* Track, facilitate, and reach out to shoppers after reviewing shop cancellations or shop adjustments, as necessary
* Work with the team to identify need for additional incentive monies (e.g. bonuses and incentives), as needed
* Monitoring/applying approved spend (bonus/incentive) for certain markets, locations, routes, properties
* Answer and send email correspondence to and from shoppers in a timely and professional manner according to arenaflex company standards
* Conduct outbound calling as needed, to fill open assignments, provide coaching/feedback as well as respond to daily voicemails
* Identify, recruit, and communicate with new shoppers to increase engagement and build quality relationships while also continuing to develop our shopper network
* Identify process improvement opportunities or best practices, and share with colleagues
* Identify and escalate location challenges to Operations team lead
* Communicate any weekly route adjustments to applicable shoppers, as needed
* Maintain and communicate daily/weekly production metrics to Operations team lead
* In coordination with colleagues, create and deploy shopper email campaigns
* Provide coaching/feedback to shoppers about shop quality, completion, and submissions
* Review submitted shop reports as needed
* Perform all other duties as assigned or required
**Supervisory Responsibilities**
* None
**Additional Responsibilities**
* Other duties may be assigned.
**Qualifications**
The requirements listed below are representative of the knowledge, skills, and/or abilities required.
**Education and/or Experience**
* Associate degree or related degree
* 2+ years prior experience in a related field preferred
**Knowledge, Skills and Abilities Required**
* Proficient skills in Microsoft Office Suite
* Superior oral and written communication skills with aptitude in building positive relationships
* Comfortable speaking on the phone with independent contractor team, as needed
* Exceptional knowledge of the structure and content of English language including meaning and spelling of words, and rules of composition and grammar
* Excellent judgment and reasoning skills
* Ability to consistently spot errors and discrepancies
* Strong attention to detail
* Excellent reading comprehension and retention
* Ability to prioritize work to ensure deadlines are met
* Ability to work in a goal-oriented, fast-paced, deadline-driven environment
* Strong project management and organizational skills
* Ability to comprehend complex profile and assignment criteria
* Ability to identify and drive process improvements
**Job Type**
* Full-time
**Benefits**
* Work from home
* Competitive salary
* Comprehensive rewards package
**Shift**
* Day shift
**Education**
* Associate (Required)
**Experience**
* Customer Service: 2 years (Required)
**Location**
* Minneapolis-Saint Paul, MN (Required)
**Work Location**
* Remote
**How to Apply**
If you are a motivated and results-driven individual with a passion for customer service, 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.
**Why arenaflex?**
arenaflex is a dynamic and innovative company that offers a range of benefits and opportunities for growth and development. Some of the reasons why you should consider joining our team include:
* Competitive salary and comprehensive rewards package
* Opportunity to work in a fully remote environment
* Collaborative and supportive team culture
* Opportunities for professional growth and development
* Recognition and rewards for outstanding performance
* Comprehensive benefits package, including health insurance, retirement plan, and paid time off
**What We Offer**
arenaflex is committed to providing a comprehensive benefits package that includes:
* Competitive salary and comprehensive rewards package
* Opportunity to work in a fully remote environment
* Collaborative and supportive team culture
* Opportunities for professional growth and development
* Recognition and rewards for outstanding performance
* Comprehensive benefits package, including health insurance, retirement plan, and paid time off
**How to Apply**
If you are a motivated and results-driven individual with a passion for customer service, 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.