Experienced Customer Care Coordinator – Delivering Exceptional Service and Building Lasting Relationships
About arenaflex
arenaflex is a leading provider of innovative solutions and services, dedicated to making a positive impact on the lives of our customers and associates. We are committed to fostering a culture of excellence, diversity, and inclusion, where our employees can grow, learn, and thrive. Our mission is to provide personalized attention and support to our customers, while building proud, dynamic teams that help associates reach their personal and professional goals.
Job Summary
We are seeking an experienced Customer Care Coordinator to join our team at arenaflex. As a key member of our customer service team, you will be responsible for receiving and making outbound calls to resolve customer concerns in a timely and professional manner. You will also coordinate and resolve customer follow-up requests, providing exceptional service and building lasting relationships with our customers. If you are a customer-focused individual with excellent communication and problem-solving skills, we encourage you to apply for this exciting opportunity.
Responsibilities
As a Customer Care Coordinator at arenaflex, you will be responsible for:
- Receiving and making outbound calls to resolve routine customer concerns (e.g., service, billing, results) in a timely and professional manner. May deviate from routine procedures to diagnose root cause of more complex customer issues.
- Coordinating and resolving customer follow-up requests as a liaison between branches and customers to provide and maintain the highest level of customer service.
- Prioritizing open, overdue, and/or critical customer follow-up requests or customer concerns and escalating to management as needed.
- Reviewing and responding to customer feedback collected through external sources. Compiling statistical data (e.g., net promoter scores, or NPS), identifying trends, and reporting to management team.
- Making contact with cancel request customers to retain business. Probing to identify root cause and using approved customer save offers (e.g., discounts, service calls) to retain customer.
- Completing special projects to support branch operations and efficiency.
- Entering and maintaining customer data (e.g., contact information, service plan, billing information) into customer database accurately and timely.
- Researching customer database for account and service history and information to resolve customer concerns.
- Following standard policies, procedures, and scripting when interacting with and resolving customer concerns to ensure quality outcomes.
- Assessing customer needs for additional services and up-selling as appropriate.
- Identifying and communicating improvement opportunities or trends impacting the customer experience to management.
- Receiving customers and vendors at assigned branch.
Education and Experience Requirements
* High school diploma/GED required. Associate's degree preferred.
- 2-3 years of customer service experience required.
- Experience resolving escalated customer service issues required.
- Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
Physical Demands & Working Conditions
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Regularly required to:
+ Sit, stand, and walk + Use hands and arms to handle, feel, or reach + Speak and hear + Use close vision abilities
- Occasionally required to:
+ Lift or move up to 25 lbs + Stoop, kneel, crouch, or crawl
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
- Noise level: Low to moderate
- Adverse Conditions: Minimal
Ability to Speak, Read, and Write Fluently in English
Ability to speak, read, and write fluently in English is required.
Pay Ranges
$31,819.00 - $58,865.00 This range is based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate's skills, experience, and geographic location, the expected quality and quantity of work, and internal pay alignment, as needed. Most candidates will start in the bottom half of the pay range. The upper end of the range will generally be reserved for candidates with extensive experience. An employee's pay history will not be a contributing factor where prohibited by local law.
Benefits
In addition to monetary compensation, we offer benefits, including Medical/Dental/Vision insurance and Company-matching 401(k) in addition to other programs and perks.
Diversity and Inclusion
arenaflex is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.
Equal Opportunity/Affirmative Action Employer
We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities. To learn more, please visit EEOC/EEO | arenaflex (arenaflex.com).
California Residents
When you express interest in or apply for a job with arenaflex Limited Partnership, we collect personal information about you, potentially including personal identifiers, contact information, protected classifications, pre-hire information, professional or employment-related information, education history, and/or medical information, for the following business purposes: to comply with state and federal law and regulations requiring employers to maintain certain records; to evaluate your job application and candidacy for employment; and to obtain and verify background checks (including criminal and motor vehicle records), pre-employment drug testing, and references.
arenaflex Performs Pre-Employment Testing
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