Program Specialist, Customer Service – Global Customer Experience Resolution

At arenaflex, we're on a mission to revolutionize the way we interact with our customers, and we're looking for a talented Program Specialist to join our Device and Digital Command Center (D2C2) team. As a Program Specialist, you'll play a critical role in resolving widespread customer experiences, working closely with various stakeholders to drive timely and effective solutions. If you're passionate about problem-solving, have a keen eye for investigation, and enjoy learning about new technology, this opportunity may be the perfect fit for you.

About arenaflex and the D2C2 Team

arenaflex is a global leader in the tech industry, with a strong commitment to innovation and customer satisfaction. Our Device and Digital Command Center (D2C2) team is a key part of this effort, working tirelessly to mitigate widespread customer-impacting issues and restore the customer experience. With sites in India, Europe, and the US, our team operates 24/7, 365 days a year, to ensure that our customers receive the best possible service. As a Program Specialist, you'll be part of a dynamic and collaborative team that values diversity, inclusion, and creativity. We're passionate about solving complex problems and pushing the boundaries of technology to create unparalleled experiences for our customers. If you're looking for a challenging and rewarding role that offers opportunities for growth and development, we encourage you to apply.

Key Responsibilities

As a Program Specialist, you'll be responsible for:

• Managing widespread broken customer experiences from start to finish with an appropriate sense of urgency
• Creating, maintaining, and sharing written narratives related to the investigative journey
• Advocating for long-term solutions after customer experience mitigation
• Analyzing customer contacts and related data trends
• Applying good judgment in prioritizing tasks, navigating ambiguity, and time management
• Thinking big to drive process and product improvements on behalf of the customer experience
• Staying calm during crisis situations and maintaining good comportment

A Day in the Life

At arenaflex, we thrive on solving challenging problems and innovating for our customers. Our team is passionate about creating unparalleled experiences that enable us to rapidly adapt in a dynamic environment. As a Program Specialist, you'll have the opportunity to work on a wide range of projects, from investigating customer complaints to driving process improvements. You'll collaborate with diverse stakeholders, including leadership, to ensure that our customers receive the best possible service.

Requirements

To be successful in this role, you'll need:

• 1+ years of customer service experience
• Experience using data and metrics to determine and drive improvements
• Ability to work weekends and most holidays
• Familiarity with Microsoft Office Suite
• Skillful in navigating various types of technology
• Knowledgeable in pulling and analyzing large sets of data
• Experience in project/program management and/or operations in a customer service environment

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Experience working in a global team environment
• Knowledge of arenaflex's Device, Digital, and Alexa products and services
• Familiarity with data analytics tools and techniques
• Experience in crisis management and resolution

Benefits

As an arenaflex employee, you'll enjoy a range of benefits, including:

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan
• Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package

Compensation

The base pay for this position ranges from $36,900/year in our lowest geographic market up to $58,600/year in our highest geographic market. Pay is based on a number of factors, including market location and may vary depending on job-related knowledge, skills, and experience.

How to Apply

If you're passionate about this role and want to make an impact on a global scale, please apply via our internal or external career site. We're an equal opportunity employer and welcome applications from diverse candidates.

About arenaflex's Inclusive Culture

At arenaflex, we value diversity, inclusion, and creativity. We're committed to creating a workplace culture that empowers our employees to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.

Total Compensation Package

arenaflex is a total compensation company. In addition to a full range of medical, financial, and/or other benefits, we offer equity, sign-on payments, and other forms of compensation as part of a total compensation package. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Apply for this job