Experienced Customer Service Representative – Cellular Sales and Support

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As an Experienced Customer Service Representative, you'll play a vital role in providing top-notch support to our Cellular Sales customers, resolving issues, and ensuring their satisfaction with our products and services.

Job Summary:

We're seeking a highly motivated and customer-focused individual to join our team as an Experienced Customer Service Representative. In this role, you'll be responsible for providing multi-level support to retail sales representatives, market leadership, and Customer Relations leadership. You'll adapt quickly to changing priorities and needs, utilizing your critical thinking and discretion to resolve complex customer concerns. If you're passionate about delivering exceptional customer experiences and have a strong background in customer service, we encourage you to apply for this exciting opportunity.

Key Responsibilities:

* Accepts, resolves, and escalates internal and external customer concerns in a timely and professional manner

• Documents customer concerns and interactions according to department standards, ensuring accurate and detailed records
• Manages follow-up contacts with multiple parties to resolve concerns efficiently and effectively
• Utilizes multiple internal systems to access and research customer accounts and history, providing accurate and up-to-date information
• Evaluates customer concerns and independently determines reasonable resolutions using department guidelines
• Refers unresolved customer grievances to arenaflex Wireless for further investigation and resolution
• Provides support to Customer Relations teammates by shadowing and assisting with questions, promoting a culture of collaboration and knowledge-sharing
• Possesses self-motivation to manage time and tasks, maintaining department follow-up guidelines and ensuring timely resolution of customer concerns

Competencies:

*

Accountability:

Accepts responsibility for actions and problem-solving, anticipating and preventing problem areas

Customer Focus:

Anticipates customer needs, prioritizes customer satisfaction, and acts accordingly

Oral Communication:

Effectively shapes and expresses ideas and information in a clear and concise manner

Problem Solving:

Identifies problems and issues of varying complexities, finding effective solutions with minimal guidance

Teamwork:

Works collaboratively as a productive member of a cohesive team, contributing to team development and effective team dynamics

Written Communication:

Expresses ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Travel:

No travel is expected for this position.

Required Education and Experience:

* High School diploma or equivalent required

• Strong proficiency in various computer applications and software required
• Previous experience in customer service preferred
• Adeptness in navigating operating systems, productivity tools, and software relevant to the role (Salesforce, RingCentral, and Microsoft Office) preferred

Additional Eligibility Qualifications (Knowledge, Skills, Abilities):

*

Clerical:

Knowledge of administrative, clerical procedures, systems, and terminology

English Language:

Knowledge of the structure and content of the English language, including grammar and spelling

Active Listening:

Gives full attention to what others say, taking time to understand points being made, asking questions as appropriate, and not interrupting at inappropriate times

Service Orientation:

Actively looks for ways to help people

Coordination:

Adjusts actions in relation to others' actions

Time Management:

Manages one's own time

Social Perceptiveness:

Aware of others' reactions and understands why they react as they do

Monitoring:

Monitors/assesses performance of oneself to make improvements or take corrective action

Active Learning:

Understands the implications of new information for both current and future problem-solving and decision-making

Resolving Conflicts and Negotiating with Others:

Handles complaints, settles disputes, and resolves grievances and conflicts or otherwise negotiates with others

Dealing with Multiple Personality Types:

Possesses the personal decorum and professionalism to frequently deal with unpleasant, angry, or discourteous individuals

Deductive Reasoning:

Applies general rules to specific problems to produce answers that make sense

Problem Sensitivity:

Recognizes when something is wrong or is likely to go wrong

Updating and Using Relevant Knowledge:

Keeps up-to-date technically and applies new knowledge to the job

Organizing, Planning, and Prioritizing Work:

Develops specific goals and plans to prioritize, organize, and accomplish work

Performing Administrative Activities:

Performs day-to-day administrative tasks such as maintaining information files and processing paperwork

Importance of Being Exact and Accurate:

The ability to be very exact or highly accurate in performing daily duties

What We Offer:

* Base Pay of $18/hr. plus bonus opportunity

• Health, Vision, and Dental Insurance
• 401k matching
• Health and Wellness Program
• Discount on arenaflex services
• Employee Assistance Program
• Work from home with company-provided equipment

Schedule:

This is a full-time position. Our department is open 8:00 a.m. to 8:00 p.m. Monday through Friday, and 8:00 to 6:00 on Saturdays. Days and hours of work are depending on schedule availability and business needs.

Training:

Training is virtual and lasts four weeks. The training schedule is Monday through Friday, 10:00 a.m. to 5:00 p.m.

AAP/EEO Statement:

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties:

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Apply Job! Apply for this job