Experienced Field Support Chat Representative – Smart Home Customer Experience

At arenaflex, we're driven by our passion to create a smarter, cleaner, and more connected future. As a leading smart home company in the United States, we're dedicated to redefining the home experience with intelligent products and services. Our purpose is to proactively protect and keep our customers connected to home, no matter where they are. Join the arenaflex team to create smarter, safer, and more sustainable homes.

About arenaflex

arenaflex is a dynamic and innovative company that's redefining the smart home industry. With a strong focus on customer experience, we're committed to delivering exceptional service and support to our customers. Our team is passionate about creating a smarter, cleaner, and more connected future, and we're looking for talented individuals to join us on this journey.

The Role

As an Experienced Field Support Chat Representative, you'll play a critical role in supporting our Field Service Professionals and Direct-To-Home Installation Pros during the installation and service of the arenaflex system. You'll communicate via chats with some outbound calls as the pro has questions, experiences an error, or needs assistance with updating information. Your primary responsibility will be to provide exceptional customer service and support, ensuring that our customers receive the best possible experience.

Key Responsibilities

* Answer up to two chats at a time from arenaflex employees needing account maintenance, equipment, and scheduling assistance

• Troubleshoot an app that the Field Professionals utilize
• Help to promote a trusted partnership with the Field Operations team
• Conduct scripted pre-install surveys and post-install surveys
• Answer questions about work order details for the Field
• Accurately document and update records in required systems (Mainly Salesforce)
• Be a Field Service Professional advocate: someone that can relate to them and provide effective solutions
• Help the Field understand their resources to reduce calls
• Document Chat interactions for accurate trend reduction and issue tracking

Training and Development

* 4 weeks of paid, mandatory training to ensure you're equipped with the skills and knowledge needed to succeed in this role

• Ongoing training and development opportunities to help you grow and advance in your career

Starting Pay and Benefits

* Starting pay: $15.50/hr

• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Opportunities for career growth and advancement

Requirements

* Proficient communication skills (verbal and written)

• Friendly disposition
• White glove customer service
• Excellent problem-solving skills to determine the best plan of action
• Must be able to multi-task while using different internal programs
• Ability to adapt to system/process changes quickly while retaining new information
• Must be able to commute to our Lindon office at least 2 days per week
• High School Graduate, GED, or equivalent
• Must be able to work Saturdays
• Ability to take incoming chats for a full shift
• Be able to type a minimum of 35 wpm
• Must be able to complete the 4 weeks of training with 100% attendance

Equipment Requirements

* Must be able to provide your own equipment, including: + A computer (laptop or desktop) that runs Windows 10 + Computer must have at least 8 GB RAM + Computer must have a webcam + A USB wired headset equipped with a microphone + Must have reliable internet: 10 MBPS download and 10 MBPS upload speeds + Must have a wired internet connection

Work Environment Requirements

* Understand you cannot be the primary caregiver for any children, other people, or pets while on shift

• Be able to type a minimum of 35 wpm
• Have a quiet and private location from which to work

Working Conditions

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones.

Safety

arenaflex enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employee must adhere to all written and verbal instructions, promptly report and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity and promotes equal opportunities for all employees.

How to Apply

If you're a motivated and customer-focused individual who is passionate about creating a smarter, cleaner, and more connected future, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about this role and to submit your application. Apply Now! Apply for this job