Experienced Customer Experience Chatroom Operator – Humanized Conversations & Conversion Improvement

Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in fast-paced, dynamic environments where no two conversations are the same? If so, we want to hear from you! arenaflex is seeking an Experienced Customer Experience Chatroom Operator to join our Conversion Improvement team, working remotely from the comfort of your own home. As a key member of our team, you will play a vital role in ensuring that our clients' customers receive the highest level of service, while also contributing to the growth and development of our cutting-edge AI-powered conversational outreach platform.

About arenaflex

arenaflex is a leading provider of AI-powered conversational outreach solutions, empowering enterprises to connect with consumers through human-like two-way texting, scheduled calling, and voicemail messages. 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. With a focus on empowering enterprises to capture intent and drive meaningful conversations, we've experienced rapid growth since our founding in 2016, nearly tripling our sales in 2021. We're well-funded and looking to accelerate the next era of growth and expansion of our team, while maintaining our commitment to community and personal growth.

Job Overview

As an Experienced Customer Experience Chatroom Operator, you will be responsible for responding to inbound messages via our chat room, providing timely and accurate assistance to leads regarding questions or concerns around our product or service. You will work closely with our leadership team to escalate conversations when necessary, document frequently asked questions for continual improvement, and maintain a high level of accuracy in response handling. Your work will directly impact our natural language model, ensuring that our AI-powered conversational outreach platform continues to deliver exceptional results for our clients.

Key Responsibilities

* Respond to inbound messages via our chat room, providing timely and accurate assistance to leads regarding questions or concerns around our product or service

• Create responses ad-hoc that are both relevant, appropriate, and compliant to the records industry and vertical
• Escalate conversations to leadership when needed
• Document frequently asked questions for continual improvement
• Add relevancy to canned responses
• Maintain 98% or above accuracy in response handling
• 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. Free typed response must be grammar checked and spell checked.
• Exceptional verbal, communication, and written skills.
• Reliable and responsible to a designated schedule
• Must have reliable strong internet/WiFi

Preferred Qualifications

* College Degree

• Experience working with AI-powered conversational outreach platforms
• Familiarity with natural language processing (NLP) and machine learning (ML) concepts

Core Values

At arenaflex, we live by a set of core values that guide our behavior and decision-making:

• 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. To exceed, we finish work in a timely manner while reviewing to make sure we are striking the right balance between the two. Implementing streamlining methods to existing processes ensure we evolve and stay lean.
• 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. Understanding that all of the activities we take are to enable our clients, and thus arenaflex as a whole to be successful. Asking the question, "How is what I am doing today, enabling the success of my teammates and my clients".
• 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. arenaflex has telecommute possibility available, overall wellness programs and additional benefits that assist. True enthusiasm for what we do is essential but comes from understanding the business overall and how we fit into it.
• 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. Improvement also means understanding the anticipated benefit and it improves our daily working experience, your teammates and arenaflex Clients overall.
• 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. Being part of a team involves being in close contact every day, respecting each other and the work we do is essential however to exceed in Team, we move outside of our direct team, to the company team as a whole and understand how we impact everything and the value we provide

Benefits & Perks

* Full-time role eligible for arenaflex benefits program

• 24/7 staffing, with opportunities to work a variety of shifts
• Opportunity to work from the comfort of your own home
• Comprehensive training program to ensure success in the role
• Ongoing support and feedback from leadership team
• Opportunities for professional growth and development
• Competitive compensation and benefits package

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional experiences, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and explore how you can contribute to the growth and success of arenaflex! Apply for this job