Technical Customer Experience Representative – Hybrid Work Model

Join arenaflex, a high-tech home security company, in our mission to protect the lives of our customers and help them build a safer future. Are you a motivated and ambitious individual with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join our arenaflex team as a Technical Customer Experience Representative. In this role, you will be the face of our company, providing top-notch technical support to our customers and helping them resolve their issues in a timely and professional manner.

About arenaflex

arenaflex is a high-tech home security company that's passionate about protecting the life you've built. Our culture is built on collaboration, innovation, and a commitment to excellence. We're a company that cares deeply about our customers and our employees, and we're dedicated to creating a work environment that's both challenging and rewarding.

Our Hybrid Work Model

We're embracing a hybrid work model that allows our teams to split their time between our office and home. This means you'll have the flexibility to work from home for part of the week and come together with your team in our office on core days. We believe this approach allows us to tap into the best of both worlds, providing a better work-life balance for our employees while also fostering collaboration and innovation.

Why Join arenaflex?

We're growing and thriving, and we need talented individuals like you to join our team. As a Technical Customer Experience Representative, you'll have the opportunity to make a real impact on our customers' lives and help us achieve our mission of ensuring everyone feels safe in their own home.

Key Responsibilities

As a Technical Customer Experience Representative, your primary responsibilities will include:

• Responding promptly, courteously, and knowledgeably to technical support inquiries
• Providing top-tier support to all customers with a goal of first call resolution
• Educating customers on system installation/use, and assisting in troubleshooting
• Utilizing prior customer support experience to enable customer success and happiness
• Using problem-solving skills to solve customer issues and address concerns
• Outbound calls to current customers to address issues, when needed

What You'll Bring

To succeed in this role, you'll need to bring the following skills and qualities:

• Proven success in a phone-based customer service or call center position
• Ability to understand and determine root causes to customer issues
• Comfort with technology and ability to provide technical assistance for consumer electronics
• Proven record of outstanding attendance and timeliness in a structured environment
• Strong work ethic and the drive to contribute to company goals
• Clear and effective phone communication skills to ensure all customer issues are resolved
• Ability to work independently and in a team setting
• Ability to prioritize in a fast-paced environment and excellent time management skills
• Positive, can-do attitude and eager for continuous improvement
• Strong commitment to customer happiness and satisfaction

Certification Requirements

As a Technical Customer Experience Representative, you'll be required to obtain certification as an electronic security employee. This involves submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search.

Perks and Benefits

As a member of our arenaflex team, you'll enjoy a range of perks and benefits, including:

• Shift Differential for Nights & Weekends
• Opportunities for Career Progression
• Medical, Dental and Vision Benefits Starting Day 1
• Matching 401k up to 4%
• Holiday Pay
• Paid Time Off
• Team Building Activities
• #BagelThursdays
• Employee Referral Programs $$$

Our Values

At arenaflex, we're committed to a set of core values that guide our behavior and decision-making. These values include:

• Customer Obsessed - Building deep empathy for customers and developing strong, long-term relationships with them.
• Aim High - Always challenging oneself and others to raise the bar.
• No Ego - "no job too small" attitude, and open, inclusive and humble style.
• One Team - highly collaborative approach to achieving success.
• Lift As We Climb - A track record of investing in developing others and helping others succeed.
• Lean & Nimble - working with agility and efficiency to experiment in an often-ambiguous environment.

Equal Opportunity Employer

arenaflex is an equal opportunity employer, and we're committed to creating a diverse and inclusive work environment. We welcome applications from qualified individuals of all backgrounds and will consider accommodation requests to ensure that our hiring process is accessible to everyone.

How to Apply

If you're a motivated and ambitious individual with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

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