Join arenaflex, a global leader in communications and technology, as we revolutionize the way we connect with our customers. We're seeking an experienced Inbound Customer Service Representative to join our team in a hybrid model that combines the best of both worlds – working from home part of the week and engaging with customers in our call center. As a key member of our customer service team, you will be the voice of arenaflex, creating meaningful connections with each customer and introducing them to the latest technology, services, and offers.
**About arenaflex**
arenaflex is a dynamic and innovative company that's pushing the boundaries of what's possible in the world of communications and technology. With a rich history of innovation and a commitment to customer satisfaction, we're the perfect place for customer service professionals who are passionate about delivering exceptional experiences. Our company culture is built on a foundation of trust, respect, and open communication, and we're dedicated to creating a workplace that's inclusive, supportive, and empowering.
**Job Summary**
As an Inbound Customer Service Representative, you will be responsible for addressing a broad range of customer service call types, including collections, retention, sales channel coordination, billing adjustments, and advanced technical support. You will utilize your creative problem-solving skills to address complex customer questions and concerns while navigating multiple tools and systems to update customer accounts and maintain records. Your goal will be to provide effective and timely resolutions for customers and deliver personalized recommendations for our latest products and services.
**Responsibilities**
* Address a broad range of customer service call types, including:
+ Collections
+ Retention
+ Sales channel coordination
+ Billing adjustments
+ Advanced technical support
* Utilize creative problem-solving skills to address complex customer questions and concerns
* Navigate between multiple tools and systems to update customer accounts and maintain records
* Provide effective and timely resolutions for customers and deliver personalized recommendations for products and services
* Instill confidence and loyalty in customers through thoughtful listening and knowledge of arenaflex's products and services
* Simplify the explanation of customer bills, rate plans, and features of arenaflex's products and services
* Engage Tier 3 support, third-party vendors, and suppliers as needed to address issues and provide customer resolution
* Handle wireless local number portability (WLNP), relocations, combined bill support, after-hours inquiries, and pre-paid service
* Troubleshoot and resolve various customer-impacting issues such as voice and data across multiple networks
* Get customers up and running with the latest products and services such as air cards and USB devices
* Perform outbound calls and customer call-backs, Tier 2 ticket support, escalation investigations, and email follow-up
**Requirements**
* Call center or customer service experience
* Flexibility to work any schedule during hours of operation, including day, evening, weekend, or holiday hours
* Advanced typing/keyboarding skills
* Ability to adapt in a dynamic, fast-paced environment and maintain a professional demeanor in stressful situations
**Nice-to-haves**
* Experience with technical support or troubleshooting
* Familiarity with arenaflex products and services
**Benefits**
* Medical/Dental/Vision coverage
* 401(k) plan
* Tuition reimbursement program
* Paid Time Off and Holidays (at least 23 days of vacation each year and 9 company-designated holidays)
* Paid Parental Leave
* Paid Caregiver Leave
* Adoption Reimbursement
* Disability Benefits (short term and long term)
* Life and Accidental Death Insurance
* Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
* Employee Assistance Programs (EAP)
* Extensive employee wellness programs
* Employee discounts up to 50% off on eligible arenaflex mobility plans and accessories
**What We Offer**
* A competitive salary and benefits package
* Opportunities for career growth and professional development
* A dynamic and supportive work environment
* A comprehensive training program to ensure your success
* A hybrid work model that combines the best of both worlds – working from home part of the week and engaging with customers in our call center
* A company culture that's built on trust, respect, and open communication
**How to Apply**
If you're a customer service professional who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you!