At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our clients' expectations. As a Technical Customer Service Representative, you'll play a vital role in providing world-class support to our clients' customers, helping them navigate our intelligent products and applications on iOS and Android platforms. If you're a problem-solver with a passion for customer service, we want to hear from you!
**About arenaflex**
arenaflex is a certified B-Corp, women-owned corporation, and Best Workplace winner committed to team member happiness. We're dedicated to delivering "more human" customer service, and our core values are central to how we do business. We've partnered with some of the world's best iconic brands to provide an elevated customer experience. Our team is passionate about creating a supportive workplace where we listen to one another, feel comfortable sharing ideas, and work together to achieve our goals.
**Job Summary**
As a Technical Customer Service Representative, you'll be responsible for providing authentic, world-class customer experiences for our clients' customers via phone, email, and chat. You'll be the face of arenaflex, representing our brand values and delivering exceptional service to our customers. You'll work from home, enjoying a flexible and remote work environment, while being part of a dynamic team that's passionate about customer service.
**Key Responsibilities**
* Handle customer requests and interactions on behalf of arenaflex clients via phone, chat, and email, with phone as the primary focus and channel
* Represent a diverse lineup of products and brands committed to customer service excellence, with a high level of expertise, positive energy, and a can-do spirit
* Create positive customer touchpoints via phone, chat, email, and SMS, using a friendly, respectful, and professional tone while exhibiting genuine empathy
* Utilize critical thinking skills to analyze information, provide accurate troubleshooting of product and related support, diagnose and resolve issues following best practices and guidelines
* Assist with device installation, app setup, and configuration
* Conduct initial troubleshooting and technical assistance to customers, resolving basic technical issues, including network connectivity and device configuration, and escalating complex problems to higher support levels when necessary
* Attend training and meetings as required to stay up to date with new information about the brand, products, services, processes, and policies
* Meet performance metrics, including Customer satisfaction (CSAT), average handle time, quality, productivity, etc.
* Demonstrate social responsibility through ethical practices, showing awareness and respect for others and their differences, and supporting initiatives to promote diversity and inclusion in the workplace
**What You'll Need**
* 1+ years of demonstrated experience and success in customer service
* High School diploma or equivalent
* Technical proficiency in problem-solving and troubleshooting, with working knowledge of desktop platforms and mobile devices, and the ability to learn new technology quickly
* Effective communication skills, both written and verbal, with the ability to adjust style to customer demographics
* Polite, friendly, and courteous demeanor when engaged with customers via phone, email, SMS, or chat
* Responds positively to change, accepting of coaching and feedback, embracing and using new learning to accomplish complex or difficult challenges
* Detail-oriented with a focus on quality and accuracy, and has a strong sense of urgency to meet goals
* Able to accurately document customer interaction details with limited errors
* Can type at least 35 WPM with proper spelling and grammar
* A home-office environment that is ergonomically sound and conducive to taking customer calls, internet connection, USB wired headset, router, modem, webcam, and a computer system that meets arenaflex policies and maintenance requirements, including system upgrades as applicable, which may change over time
* Currently reside in AR, AZ, FL, GA, IN, KY, MD, NC, NM, NV, OH, SC, TN, TX, UT, VA, or WI
**Preferred Qualification**
* Experience in a virtual contact center environment
* Experience with troubleshooting apps on both iOS and Android platforms preferred
**Training Requirement**
Virtual training starts January 24, 2025, from 11:30 am–6:30 pm ET, Monday–Friday. Training is paid.
**Compensation & Benefits**
$16.00 per hour for a Technical Customer Service Representative, Level 1.
Our benefits package for full-time team members includes, but is not limited to, medical, dental, and vision insurance, paid time off, flexible spending accounts, and life insurance.
**Who We Are**
At arenaflex, we believe brand loyalty is earned with every customer interaction. Each experience is an opportunity to reinforce a customer's love for a brand. And no matter how leading-edge our technology is, it will never replace the power of the one-to-one connection. It's why we have built a culture that cares. It is why our team knows how to connect with customers, human to human. We believe in creating a supportive workplace where we listen to one another, feel comfortable sharing ideas, and work together to achieve our goals. Our positive energy leads to team member innovation, creativity, and happiness.
**arenaflex is an Equal Employment Opportunity and Affirmative Action Employer**
arenaflex is committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. Our individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities, and talent that our team members invest in their work represent a significant part of not only our culture but our reputation and the company's achievement. We embrace and maintain a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique.
**Take the Next Step**
Are you ready for this challenge? Apply now and let's discuss how you can become a vital part of our success story.