Experienced Customer Experience Senior Specialist – Temporary Position

At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. As a global digital business services company, we're dedicated to delivering cutting-edge solutions that make a meaningful impact on our clients and the world at large. With a diverse team of over 500,000 passionate individuals speaking more than 300 languages, we're proud to be a force for good in our communities, our clients, and the environment.

Benefits of Joining arenaflex

As a valued member of our team, you can expect a comprehensive benefits package that includes:

• Paid Training to help you develop your skills and expertise
• Competitive Wages that reflect your hard work and dedication
• Full Benefits, including Medical, Dental, Vision, 401k, and more
• Paid Time Off to recharge and refocus
• Employee wellness and engagement programs to support your overall well-being

About the Role

We're seeking an experienced Customer Experience Senior Specialist to join our team on a temporary basis. As a key contributor to our customer experience team, you'll play a critical role in helping us deliver exceptional service to our clients. This is a unique opportunity to join a dynamic and innovative organization that's committed to making a positive impact on the world.

Responsibilities

As a Customer Experience Senior Specialist, you'll be responsible for:

• Coaching and mentoring agents to improve their knowledge, engagement, and sales skills
• Collaborating with Operations Managers and site Supervisors to develop and execute daily plans to drive improved performance
• Conducting call calibrations, one-on-ones, live side-by-sides, huddles, team meetings, and other coaching sessions to support agent development
• Driving high-performance sales, compliance, and consumer experience standards and outcomes by executing on the details outlined in our Operations Guide and Supervisor/Coach training
• Actively monitoring agents via Live listen and recommending changes when necessary
• Assisting in the implementation of new processes and collaborating with onsite and offsite staff
• Completing daily call reviews and coaching as outlined in our Standard Operating Procedures section
• Completing daily Group call reviews and coaching as outlined in our Standard Operating Procedures section (if applicable)
• Completing UES documentation and coaching

Qualifications

To be successful in this role, you'll need:

• A Health Insurance License
• The ability to work remotely
• Flexibility to work Monday-Friday and any 8 hours between 7AM-7PM
• Previous call center experience with five (5) or more of the following:

+ More than six (6) months experience as an inbound call center customer service representative + More than six (6) months experience as a mentor, trainer, or acting supervisor + Analytical and problem-solving skills + Ability to analyze and identify agent trending + Ability to analyze and identify opportunities in customer feedback + Ability to assess individual and team performance + Advanced troubleshooting skills + Strong written and verbal communication skills + Strong leadership skills + Highly productive + Very good attendance habits + Excellent organizational and time management skills + Excellent verbal and written communication skills + Ability to communicate with all levels of management + Ability to work independently and multi-task

• A college degree (preferred)
• Working experience with creating or compiling reports using various sources of data
• Experienced with the Microsoft Office Products - Excel, Word, and PowerPoint
• Ability to pass a background and drug test

Required Skills

As a Customer Experience Senior Specialist, you'll need to possess the following skills:

• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy

Be Part of Our arenaflex Family

At arenaflex, we're committed to creating a workplace that's conducive to happiness and a healthy work-life balance. We believe that when employees are happy and healthy, they're more productive, creative, and engaged. We're dedicated to providing a culture of inclusion and diversity, where everyone feels welcome and valued.

TP is an Equal Opportunity Employer

We're proud to be an equal opportunity employer, committed to diversity and inclusion in all aspects of our business.

Apply Now

If you're passionate about delivering exceptional customer experiences and want to join a dynamic and innovative organization, apply now to become a Customer Experience Senior Specialist at arenaflex. Apply for this job