Experienced Customer Experience Administrator – Remote Customer Service Representative
As a leading provider of innovative solutions in the home repair and maintenance industry, arenaflex is seeking an experienced and customer-focused Customer Experience Administrator to join our team. As a key member of our remote customer service team, you will play a vital role in delivering exceptional customer experiences, ensuring customer satisfaction, and driving business growth.
About arenaflex
arenaflex is a dynamic and forward-thinking organization that is committed to providing top-notch home repair and maintenance services to our customers. With a strong focus on customer satisfaction, we strive to be the first call for home repairs and maintenance, and our Customer Experience Administrator will be the primary point of contact for customers. As a remote customer service representative, you will have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences.
Job Overview
As a Customer Experience Administrator, you will be responsible for overseeing all customer activity within the organization, assisting Home Techs to maintain the highest standards of service, and ensuring customer satisfaction. You will be the primary point of contact for customers, handling inbound customer calls, leads, and return customer messages within 24 hours. Your primary objectives will be to leave a great impression on customers, live answer phone throughout your shift, and respond to all emails and voicemails in a timely manner.
Responsibilities and Duties
* Accept inbound customer calls, leads, and return customer messages within 24 hours
- Prepare and send job proposals and follow up for scheduling after deposit is received
- Manage daily scheduling of Home Techs
- Schedule home onsite visits for more complicated proposals
- Communicate with customers with scheduling and job updates
- Update social media and company website with referral statements and job photos
- Call back completed jobs for service update and referrals
- Close out the job in all operational/accounting systems
- Send out automated invoice after completion
- Maintain close contact with Owner General Manager, Service Techs, and the Customer
Key Responsibilities
* Provide exceptional customer service and support to customers through inbound calls, emails, and voicemails
- Manage customer relationships and ensure customer satisfaction
- Assist Home Techs in maintaining the highest standards of service
- Schedule and coordinate customer appointments and jobs
- Update customer records and data in operational/accounting systems
- Communicate with customers through various channels, including phone, email, and social media
Qualifications
* 1-2 years of experience in customer service or a related field
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced, dynamic environment
- Strong problem-solving and analytical skills
- Ability to multitask and prioritize tasks effectively
- High school diploma or equivalent required; associate's or bachelor's degree preferred
- Ability to pass background check
- Enjoy working with the public and providing exceptional customer service
- Desire to always exceed expectations and deliver exceptional results
Main Objectives
1. Leave a Great Impression: Customers should feel you were positive and helpful. 2. Live Answer Phone Throughout Shift (try to smile when you talk on the phone) 3. Live Respond & Return Emails Throughout Shift 4. Respond to All Voicemails in Que 5. Respond to All Emails in Que 6. Log all Data Into Lead Tracker Database 7. Log all Data and Schedules on HouseCallPro and/or Workiz
Skills and Competencies
* Excellent communication and interpersonal skills
- Strong problem-solving and analytical skills
- Ability to multitask and prioritize tasks effectively
- High level of customer service skills
- Ability to work in a fast-paced, dynamic environment
- Strong organizational and time management skills
- Ability to adapt to changing priorities and deadlines
- Strong technical skills, including proficiency in Microsoft Office and Google Suite
Career Growth Opportunities and Learning Benefits
As a Customer Experience Administrator at arenaflex, you will have the opportunity to grow and develop your skills and career in a dynamic and supportive environment. We offer a range of training and development programs to help you achieve your career goals, including:
- Ongoing training and development programs to enhance your customer service skills and knowledge
- Opportunities for career advancement and professional growth
- Collaborative and supportive work environment
- Flexible work arrangements and remote work options
- Competitive compensation and benefits package
Work Environment and Company Culture
arenaflex is a remote-friendly organization that values flexibility and work-life balance. As a Customer Experience Administrator, you will have the opportunity to work from home and enjoy a flexible schedule. Our company culture is built on a foundation of customer satisfaction, teamwork, and innovation, and we strive to create a positive and supportive work environment for all employees.
Compensation and Benefits
We offer a competitive compensation package, including:
- $12.00 - $14.00 per hour
- Flexible work arrangements and remote work options
- Ongoing training and development programs
- Opportunities for career advancement and professional growth
- Collaborative and supportive work environment
- Competitive benefits package, including health, dental, and vision insurance
How to Apply
If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job