Experienced Customer Support Representative – Inbound/Outbound Call Center and Digital Support
At arenaflex, we're on a mission to revolutionize the way we interact with our customers, providing exceptional service and support that exceeds their expectations. As an Experienced Customer Support Representative, you'll be at the forefront of this mission, working in our state-of-the-art Customer Support Center (CSC) to deliver top-notch service to our customers through various channels, including inbound and outbound calls, digital support (chat, SMS text, email, etc.), and more.
About arenaflex
arenaflex is a leading provider of innovative solutions and services that empower individuals and businesses to achieve their goals. Our commitment to excellence, customer satisfaction, and employee well-being has earned us a reputation as a trusted partner in the industry. We're passionate about creating a work environment that fosters growth, collaboration, and innovation, and we're excited to welcome talented individuals like you to our team.
Key Responsibilities
As an Experienced Customer Support Representative, you'll be responsible for:
- Supporting continuous calls and digital support channels into the CSC, providing exceptional service to every customer, every time
- Performing all assigned activities related to booking, modifying, and supporting customer reservations
- Selling flights and ancillary products and services to meet customer needs
- Maintaining KPI performance standards as defined by the CSC
- Collaborating with cross-functional teams to resolve customer issues and improve overall customer experience
- Staying up-to-date with industry trends, products, and services to provide informed and accurate support to customers
Requirements
To succeed in this role, you'll need:
- Successful completion of new hire training
- A safe and professional office-work environment, free from background noise and distraction
- Ability to pass a ten (10) year background check
- Potential need to work flexible hours and be available to respond on short notice
- Legally eligible to work in the country in which the position is located
- A high-speed internet connection to meet work from home requirements
- Flexible and able to work at any time, including nights, weekends, and holidays
Education and Experience Requirements
* High School Diploma or General Education Development (GED) Diploma
- One (1) year of customer service or sales experience
- Previous sales and call center experience is preferred
Competencies
To excel in this role, you'll need to possess:
- Technical proficiency in working with CSC systems/programs/tools, including but not limited to: Radixx Res, RadixxGo, ZenDesk, and MIS Choice DCS
- Ability to answer continuous calls and digital messages (i.e., chat, SMS text, email, etc.)
- Ability to navigate through complex processes while interacting with a customer
- Ability to navigate through concurrent digital interactions with more than one customer at a time
- Functional competencies, including:
+ Ability to successfully find simple solutions to complex issues while meeting performance standards in a quickly evolving working environment + Ability to answer continuous calls and digital messages (i.e., chat, SMS text, email, etc.) + Ability to navigate through complex processes while interacting with a customer + Ability to navigate through concurrent digital interactions with more than one customer at a time
- Knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Internet Explorer
- Attention to detail and strong organizational skills
Behavioral Competencies
* Organizational fit with arenaflex's core values of Safety First, Keep it Simple, Do the Right Thing, and One Crew and culture of having a Soul of Service
- Excellent verbal (telephone) and written communication skills, including grammar
- Strong customer service skills
- Regular attendance and punctuality
- Ability to remain calm and courteous under pressure and navigate tense situations
Career Growth Opportunities and Learning Benefits
At arenaflex, we're committed to helping our employees grow and develop their skills and careers. As an Experienced Customer Support Representative, you'll have access to:
- Ongoing training and development programs to enhance your skills and knowledge
- Opportunities for career advancement and professional growth
- Collaborative and supportive work environment that encourages innovation and creativity
- Recognition and rewards for outstanding performance and contributions to the team
Work Environment and Company Culture
arenaflex is proud to offer a dynamic and inclusive work environment that values diversity, equity, and inclusion. Our culture is built on a foundation of trust, respect, and open communication, and we're committed to creating a workplace that's welcoming and supportive of all employees.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including:
- Competitive salary and benefits
- Opportunities for bonuses and incentives
- Comprehensive health and wellness programs
- Flexible work arrangements and work-life balance
- Professional development and training opportunities
- Recognition and rewards for outstanding performance and contributions to the team
How to Apply
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our online application portal. We can't wait to hear from you! Apply for this job