Experienced Customer Experience Chatroom Operator – Humanized Conversational Outreach
Join arenaflex, a high-growth company revolutionizing the messaging industry with AI-powered conversational outreach, as we expand our work-from-home Conversion Improvement team. At arenaflex, we're passionate about empowering enterprises to capture intent and drive meaningful conversations with consumers. Our platform has handled over half a billion humanized conversations to date, enabling us to deliver automation at a scale that no other competitor in the messaging industry has been able to match. We're looking for a skilled Customer Experience Chatroom Operator to join our team and help us maintain the highest industry standard of excellence in staying "humanized" and providing thoughtful, articulate, and appropriate guidance to consumers.
About arenaflex
arenaflex enables enterprises to connect with consumers through an AI-powered conversational outreach strategy that includes human-like two-way texting, scheduled calling, and voicemail messages. Our platform is backed by a proprietary natural language processing model, which has been refined through millions of automated humanized conversations. We're the platform of choice for some of the world's most recognizable enterprises, and we're committed to delivering exceptional customer experiences that drive business results.
Job Overview
As a Customer Experience Chatroom Operator, you'll be responsible for responding to inbound messages via our chat room to leads regarding questions or concerns around the product or service. You'll use point-and-click frequently asked questions canned responses to quickly and accurately respond to consumers, while also creating ad-hoc responses that are relevant, appropriate, and compliant with the records industry and vertical. You'll escalate conversations to leadership when needed, document frequently asked questions for continual improvement, and maintain a high level of accuracy in response handling.
Key Responsibilities
* Respond to inbound messages via our chat room to leads regarding questions or concerns around the product or service
- Use point-and-click frequently asked questions canned responses to quickly and accurately respond to consumers
- Create ad-hoc responses that are relevant, appropriate, and compliant with the records industry and vertical
- Escalate conversations to leadership when needed
- Document frequently asked questions for continual improvement
- Maintain a high level of accuracy in response handling (98% or above)
- Maintain a Replies per Hour rate of 60 replies per hour worked
- Other projects as assigned
Essential Qualifications
* Experience in a Customer Service Chatroom environment
- Experience with writing responses to consumers in a real-time, chat-based environment
- Familiarity with verticals like Automobile Insurance, Health Insurance, Prescription Drug Plans
- Professionalism in all interactions
- Exceptional attention to detail, high standard of excellence/perfection
- Comfortability on a computer, advanced typing skills (cannot hunt and peck)
- Good grammatical, spelling, and logic skills
- Exceptional verbal, communication, and written skills
- Reliable and responsible to a designated schedule
- Must have reliable strong internet/WiFi
Preferred Qualifications
* College Degree
- Experience with natural language processing or AI-powered conversational outreach
- Familiarity with arenaflex's platform and technology
Core Values
At arenaflex, we're committed to living our core values every day:
- Lean: We find the right mix between administration and simply doing things. Over complicating tasks can add time without providing benefit, however just doing things without a plan can add time when course correction is required.
- Passion: Expressing passion daily is the desire to do the job but evolving in the job to expand beyond the base role and taking on additional projects and roles to help teams outside your own while maintaining your individual workload.
- Happiness: Finding the balance in both your personal and work life. Participating in group and team activities as you see fit but understanding that life is about more than just coming into the office daily.
- Improve: Never accepting the status quo and being entrenched in a process or workflow. Finding ways to streamline and innovate while bringing those improvements to leadership.
- Team: We support and assist our teammates, even if it is outside of our typical duties. We take on additional projects for their added value whether they impact your day-to-day work or not.
Benefits
* This is a full-time role that is eligible for arenaflex's benefits program
- This role is staffed 24 hours a day, 7 days a week, we are seeking candidates for all time slots
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Flexible work arrangements, including remote work options
- Comprehensive benefits package, including medical, dental, and vision insurance
- 401(k) matching program
- Paid time off and holidays
- Professional development opportunities, including training and education assistance
How to Apply
If you're passionate about delivering exceptional customer experiences and want to join a high-growth company that's revolutionizing the messaging industry, we want to hear from you! Apply now to become a Customer Experience Chatroom Operator at arenaflex. Apply Job! Apply for this job