Expert Customer Care Operations Specialist-Flexible Location

Join arenaflex, a leading innovator in the energy industry, as we embark on a new business strategy to advance the implementation of our Lean methodology within the Customer & Enterprise Solutions team. As an Expert Customer Care Operations Specialist, you will play a critical role in driving business process improvements, developing key performance indicator (KPI) metrics, and providing actionable recommendations to stakeholders.

About arenaflex

arenaflex is a forward-thinking company that prioritizes customer satisfaction and employee growth. Our Customer Channels and Services (CC&S) team is a collective group of professionals who support customers with responsive and empathetic communication, revenue processing, effective management of customer financial commitments, analytical insights, technological solutions, and self-service tools. We're committed to helping customers with everyday needs and providing support during emergency events.

Job Summary

The successful candidate will join a new business strategy team focused on advancing the implementation of arenaflex's Lean methodology within the CC&S and larger Customer Experience organizations. As an Expert Customer Care Operations Specialist, you will conduct trend analysis on key performance indicator (KPI) metrics, develop recommendations and presentation materials, and prepare metric owners to report findings at weekly and monthly operating reviews. You will also help develop and document the new team's standard work to ensure consistency and participate in and lead special projects.

Responsibilities

As an Expert Customer Care Operations Specialist, your key responsibilities will include:

• Developing and tracking business process-related metrics, conducting research and data analysis, and creating data visualizations
• Creating, driving, and tracking various strategies for daily, weekly, and monthly operating reviews in conjunction with CC&S leaders
• Supplying recommendations for change that will lead to the success of company goals and cost effectiveness
• Developing internal work procedures and process mapping to serve as standard work for the new team
• Initiating process improvements and Waste Elimination efforts as needed
• Assisting Management with the leadership of key department initiatives such as system development, training, and focused campaigns/initiatives
• Influencing decisions, providing recommendations for change that will lead to the success of company goals and cost effectiveness
• Utilizing system and personnel resources to successfully address inquiries from internal business partners
• Supporting organization as a subject matter expert by providing information and direction to resources through various delivery channels
• Liaising between various departments and cross-functional teams
• Participating on cross-functional teams
• Managing communications

Qualifications

To be successful in this role, you will need:

• A Bachelor's degree in communication studies, marketing, business, or a related field or equivalent experience
• 8+ years of related experience or equivalent
• Experience with Microsoft Power BI, Power Apps, Power Automate, or other similar tools
• Advanced communications and presentation skills to deliver findings and make recommendations to stakeholders
• Strong organizational skills, ability to effectively prioritize work, meet deadlines, and work on multiple tasks independently
• Experience providing actionable recommendations that will impact business decisions
• MBA or equivalent graduate degree desired
• Knowledge and understanding of Lean concepts
• Demonstrated knowledge to navigate large, complex organizations and achieve results in the development and implementation of strategies, programs, and processes

What We Offer

As an Expert Customer Care Operations Specialist at arenaflex, you will enjoy:

• A competitive salary range of $114,000 - $182,000 (Bay Area) or $108,000 - $173,000 (California)
• A hybrid work environment, with the flexibility to work from home and our Oakland General Office (OGO)
• Opportunities for career growth and professional development
• A dynamic and supportive work environment
• Access to cutting-edge technology and tools
• A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off

How to Apply

If you are a motivated and results-driven professional with a passion for customer care and operations, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you!

About arenaflex's Culture

arenaflex is a company that values diversity, equity, and inclusion. We are committed to creating a workplace that is welcoming and inclusive for all employees, regardless of their background, culture, or identity. We believe that a diverse and inclusive workplace is essential for driving innovation, creativity, and success.

About arenaflex's Benefits

arenaflex offers a comprehensive benefits package that includes:

• Medical, dental, and vision insurance
• 401(k) matching
• Paid time off
• Flexible work arrangements
• Access to cutting-edge technology and tools
• Professional development opportunities
• A dynamic and supportive work environment

arenaflex is an Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, regardless of their background, culture, or identity. Apply for this job