Experienced Customer Support Representative – Central and South America

Join arenaflex's High-Growth Team in the Property Management Industry

Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in a fast-paced, entrepreneurial environment where no two days are the same? If so, we invite you to join arenaflex's dynamic team as an Experienced Customer Support Representative.

About arenaflex

arenaflex is a leading provider of innovative CRM solutions for the property management industry. Since 2013, we've been bootstrapped and driven by a passion for helping small businesses simplify growth and streamline operations. Our journey began with lead generation, but we quickly evolved into building an industry-specific CRM that became the de-facto standard. Today, we're expanding our product suite to move from sales to day-to-day operations, and we're looking for talented individuals to join our team.

A Day in the Life of an Experienced Customer Support Representative

As an Experienced Customer Support Representative, you'll be the face of arenaflex, providing top-notch support to our customers across Central and South America. Your day will be filled with:

• Tracking and Surfacing Customer Requests and Feedback: You'll be the first point of contact for customers, tracking their requests and effectively communicating with our engineering team to resolve issues.
• Evaluating Client Tickets and Delegating to Applicable Teams: You'll demonstrate a deep understanding of our products and services, creating tickets, evaluating, and passing on requests to the right internal department.
• Maintaining High Customer Satisfaction: You'll be measured on your ability to deliver exceptional customer experiences, with a focus on promoter scores, response time, and ticket ratings.
• Providing Consolidated Client Feedback: You'll analyze customer interactions to recommend service and product enhancements, driving sales potential and customer satisfaction.
• Maintaining Educational Resources: You'll update training documentation, courses, and videos to ensure our customers have the knowledge they need to succeed.
• Facilitating Video/Phone Calls with Clients: You'll be comfortable facilitating calls with customers at any time during working hours.
• Participating in Weekly Team Meetings: You'll contribute to team discussions, sharing your expertise and insights to drive team success.
• Maintaining Metrics: You'll meet or exceed CSAT score, response time, and ticket rating goals set on a quarterly basis.
• Developing Skills Necessary to Manage Future Client Implementation Projects: You'll seek out knowledge and skills to effectively manage capacity and handle a pipeline of 8-10 proposals per month.
• Building Custom Solutions: You'll consult with customers to build custom solutions based on their needs.

Expectations for Your First 90 Days

* Confidence in Handling Customer Issues Independently: You'll be expected to handle 75% of tickets autonomously within 90 days.

• Equal Contributor of Workload Responsibilities: You'll handle an equal amount of work dispersed amongst the team, with a focus on updating or writing at least one help article per month.
• Customer Obsession: You'll maintain a high CSAT score of 94.0%, embodying our core value of customer obsession.

Perks and Benefits

* Company Holidays: Enjoy time off to recharge and celebrate with your loved ones.

• Paid Time Off: Take breaks when you need them, knowing you'll have time to relax and recharge.
• Monthly Healthcare Allowance: Stay healthy and focused with our comprehensive healthcare benefits.
• Yearly Vacation Allowance: Plan your dream vacation and make unforgettable memories.
• Fun and Outcome-Driven Work Environment: Join a team of A-players who are passionate about delivering exceptional results.
• Location Independence: Work from anywhere, as long as you have a stable internet connection and a smartphone.
• Mission-Driven Company and Values-Based Culture: Be part of a team that's obsessed with delivering exceptional customer experiences and driving growth.

What We're Looking For

* Embracing Learning New Technology: You'll be comfortable learning new tools and systems to deliver exceptional support experiences.

• Learning Fast: You'll be a quick learner, able to adapt to new situations and challenges.
• Communicating Crisply: You'll be an effective communicator, able to articulate complex issues and solutions clearly.
• Proactively Seeking Solutions: You'll be proactive in identifying and resolving customer issues.
• Owning the Outcome: You'll take personal responsibility for delivering exceptional customer experiences.
• Emotional Maturity: You'll be able to handle high-pressure situations and maintain a positive attitude.
• Optimistic "Can-Do" Attitude: You'll be a positive influence on our team, embodying a growth mindset and a willingness to learn.
• Supplying Your Own Internet and Smartphone: You'll be responsible for ensuring you have a stable internet connection and a smartphone to work from.

Location Requirements

* Due to our Core Business Hours: Applicants must be located between -8 GMT to +2 GMT (Americas, Africa, and Western Europe).

• Note: We are not accepting applications in California, Colorado, or New York at this time.

Our Interview Process

* Fill Out the Application: Start by submitting your application, located here [insert link of job application].

• Introduction Call with People Operations: We'll schedule a 15-minute call to discuss your application and answer any questions you may have.
• Offline Work Sample Test: You'll complete a 60-minute work sample test to demonstrate your skills and experience.
• Interview with Hiring Manager: We'll schedule a 60-90 minute interview to discuss your application and answer any questions you may have.
• Possible Panel Interview: You may be invited to participate in a panel interview with our team.
• Offer Call: We'll schedule a 15-minute call to discuss the offer and answer any questions you may have.
• Written Offer: You'll receive a written offer outlining the terms of your employment.
• 90-Day Trial Period: If you accept the offer, you'll enter a 90-day trial period, fully paid.
• Conversion to Full-Time Team Member: If all goes well in your first 90 days, you'll convert to a full-time team member.

Are You All In?

If you're a customer-centric professional with a passion for delivering exceptional support experiences, we invite you to join arenaflex's dynamic team. We're building a "rocket ship" at arenaflex, and we need All Stars to help us accomplish our mission. If you're ready to take on new challenges, learn from the best, and drive growth, we want to hear from you. Apply for this job