Experienced Customer Support Representative – Remote Field Support Chat

At arenaflex, we're driven by our passion to create a smarter, cleaner, and more connected future. As a leading smart home company in the United States, we're dedicated to redefining the home experience with intelligent products and services. Our purpose is to proactively protect and keep our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer, and more sustainable homes.

About arenaflex

arenaflex is a dynamic and innovative company that's revolutionizing the way people live and interact with their homes. With a focus on cutting-edge technology and exceptional customer service, we're committed to delivering a seamless and personalized experience for our customers. Our team is passionate about making a difference in people's lives, and we're looking for like-minded individuals to join our mission.

The Role

As a Field Support Chat Representative, you'll play a critical role in supporting our Field Service Professionals and Direct-To-Home Installation Pros during the installation and service of our Vivint system. You'll communicate via chats with some outbound calls as the pro has questions, experiences an error, or needs assistance with updating information. Your primary responsibility is to provide exceptional customer support, troubleshoot issues, and promote a trusted partnership with the Field Operations team.

Training and Onboarding

We're committed to providing our team members with the best possible training and support. As a Field Support Chat Representative, you'll undergo 4 weeks of paid, mandatory training, Monday through Friday. This comprehensive training program will equip you with the knowledge and skills you need to succeed in this role.

Work Schedule

After completing your training, you'll work a permanent Sunday and have one weekday off. This flexible schedule allows you to balance your work and personal life while providing exceptional customer support to our Field Service Professionals and Direct-To-Home Installation Pros.

Compensation and Benefits

We offer a competitive starting pay rate of $15.50 per hour. Our benefits package includes:

• Comprehensive training and onboarding program
• Flexible work schedule with one weekday off
• Competitive pay rate
• Opportunities for career growth and advancement
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

Essential Functions and Responsibilities

As a Field Support Chat Representative, your key responsibilities will include:

• Answering up to two chats at a time from Vivint employees needing account maintenance, equipment, and scheduling assistance
• Troubleshooting the app used by Field Professionals
• Helping to promote a trusted partnership with the Field Operations team
• Conducting scripted pre-install surveys and post-install surveys
• Answering questions about work order details for the Field
• Accurately documenting and updating records in required systems (mainly Salesforce)
• Advocating for Field Service Professionals and providing effective solutions
• Helping the Field understand their resources to reduce calls
• Documenting chat interactions for accurate trend reduction and issue tracking

Required Skills and Qualifications

To succeed in this role, you'll need:

• Proficient communication skills (verbal and written)
• Friendly disposition – White glove customer service
• Excellent problem-solving skills to determine the best plan of action
• Ability to multi-task while using different internal programs
• Ability to adapt to system/process changes quickly while retaining new information
• High school graduate, GED, or equivalent
• Ability to work Saturdays
• Ability to take incoming chats for a full shift
• Ability to type a minimum of 35 wpm
• 100% attendance during the 4-week training program

Equipment Requirements

To perform this role, you'll need to provide your own equipment, including:

• A computer (laptop or desktop) that runs Windows 10
• A webcam
• A USB wired headset equipped with a microphone
• A computer with at least 16 GB of RAM
• Reliable internet with 50 MBPS download and 25-50 MBPS upload speeds
• A wired internet connection

Work Environment Requirements

To ensure your success in this role, you'll need to:

• Understand that you cannot be the primary caregiver for any children, other people, or pets while on shift
• Have a quiet and private location from which to work
• Be able to type a minimum of 35 wpm

Working Conditions

This job operates in a professional office environment. You'll routinely use standard office equipment such as computers and phones.

Safety

arenaflex enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employee must adhere to all written and verbal instructions, promptly report and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer. We're committed to diversity, equity, and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds.

How to Apply

If you're passionate about delivering exceptional customer support and want to join a dynamic and innovative company, apply now! Apply for this job