Experienced Customer Engagement Associate – Remote Customer Service and Support

At arenaflex, we believe that our customers are at the heart of our business, and we've created a platform that enables us to engage directly with them. Our next-generation listening and publishing capabilities are at the forefront of this transformation, and we've built dedicated global leadership to ensure end-to-end social listening across all markets. In this role, you'll provide exceptional service and support to our customer base, whether it's established, new, internal, or external customers. You'll handle routine customer service inquiries, as well as escalation calls, related to mechanical service calls and general customer service inquiries via various communication channels. This role is critical in supporting arenaflex's goals, and you'll be on the front lines of providing them with the highest quality service.

About arenaflex

arenaflex is a leading global company that has been refreshing the world and making a difference for over 130 years. We're committed to nurturing an inclusive culture that's grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what's possible, and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive, and agile – and value how we work as much as what we achieve.

What You'll Do for Us

As an Experienced Customer Engagement Associate, you'll be responsible for:

• Acting as a company ambassador through accurately diagnosing service issues to deliver high-quality service via multiple customer contact channels.
• Providing equipment service and general customer support through successful resolution.
• Accurately capturing the voice of our customers to drive first-call resolution across functions.
• Utilizing effective communication skills to ensure customer expectations are successfully achieved with all internal/external stakeholders.
• Actively listening to customer inquiries and applying job knowledge to accurately complete the necessary request to ensure customer satisfaction.
• Researching account call history and using applicable resources/tools to problem-solve and make appropriate decisions to meet customer's needs and resolve issues.
• Escalating customer issues within established guidelines to ensure timely resolution.
• Understanding performance metrics and applying knowledge to improve quality and capabilities to meet and/or exceed goals.
• Ensuring new/revised processes are understood and immediately applied to customer interactions.
• Accessing multiple system applications simultaneously to effectively service customers.
• Actively participating and contributing in engagement and team-building activities.
• Assisting with projects per business needs.

Qualification & Requirements

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

• A High School Diploma or equivalent.
• 2+ years of customer service or contact center experience with great communication and people skills.
• Microsoft Office experience is required.
• CRM experience is preferred but not required.

What We Can Do For You

At arenaflex, we offer:

• Iconic and innovative brands: Our portfolio represents over 250 products with some of the most popular brands in the world.
• Expansive and diverse customers: We work with a diversified group of customers, ranging from retail and grocery outlets to theme parks, movie theaters, restaurants, and many more each day.
• A dynamic and inclusive work environment that values continuous learning and growth.
• Competitive pay and benefits, including a full range of medical, financial, and other benefits.
• Opportunities for career growth and development in a rapidly evolving industry.

Skills

To succeed in this role, you'll need:

• Computer literacy
• Customer service skills
• Detail-oriented approach
• Microsoft Office experience
• Oral communication skills
• Recordkeeping skills
• Relationship-building skills
• Technical support skills
• Troubleshooting skills

Pay Range

The base pay offered for this role is $48,400 - $55,900, depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits is offered, dependent on the position.

Annual Incentive Reference Value Percentage

The annual incentive reference value percentage for this role is 7.5, indicating performance at target.

Our Purpose and Growth Culture

At arenaflex, we're committed to nurturing an inclusive culture that's grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what's possible, and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive, and agile – and value how we work as much as what we achieve.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.

How to Apply

If you're passionate about delivering exceptional customer service and support, and you're looking for a dynamic and inclusive work environment that values continuous learning and growth, we encourage you to apply for this role. Apply for this job