Senior Customer Service Representative – Delivering Exceptional Experiences at arenaflex

At arenaflex, we're committed to providing personalized attention for our associates, building proud, dynamic teams, and helping associates reach their personal and professional goals. We strive to make arenaflex an employer of choice and a great place to work! As a Senior Customer Service Representative, you'll play a vital role in delivering exceptional experiences to our customers, while also supporting the development and growth of our team members.

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. With a strong focus on customer satisfaction, we're committed to building long-term relationships and delivering exceptional experiences. Our team is passionate about making a difference, and we're looking for talented individuals like you to join our journey.

Position Overview

As a Senior Customer Service Representative, you'll be responsible for receiving inbound calls to resolve routine and escalated customer service issues. You'll provide support and assistance to new hires and peers, while also coaching and mentoring them to develop job-specific skills. You'll assist with on-boarding, training, and quality assurance, ensuring that our customers receive the highest level of service.

Responsibilities

* Receives inbound customer service calls, assesses root cause(s) of customer issues, and resolves customer concerns in a timely and professional manner to achieve the highest level of customer satisfaction.

• Follows standard policies, procedures, and scripting when interacting with and resolving customer concerns to ensure quality outcomes. May deviate from standard scripts and processes to resolve escalated customer issues.
• Applies customer service training and uses prepared scripts to address and resolve customer concerns and overcome objections by telephone.
• Enters and maintains customer data (e.g., contact information, service plan, billing information) into the customer database accurately and timely.
• Assists management with seasonal recruiting by conducting phone screens using scripted interview guides.
• Conducts new hire training as needed. Distributes and reviews materials to help facilitate the training and on-boarding. Provides one-on-one training and coaching on specific job duties as needed.
• Leads and/or participates in frequent role-play activities with new hires and peers to practice and improve customer relations skills (e.g., scripting, overcoming customer objections) and effectiveness.
• Conducts quality assurance calls and ensures adherence to standards, provides feedback and/or training as needed.
• Monitors staffing coverage and call availability to ensure schedule adherence and customer responsiveness.
• Reviews and ensures customer follow up requests (CFRs) are entered accurately and completely according to standard operating procedures.
• Identifies and communicates improvement opportunities or trends impacting the customer experience to management.

Education and Experience Requirements

* High school diploma/GED required. Associate’s degree preferred.

• 2-3 years of customer service experience required
• Call center or related experience strongly preferred

Knowledge, Skills, and Abilities

* Knowledge of lawn care services and products

• Customer service skills, including conflict resolution and telemarketing
• Accuracy and attention to detail for checking written and/or numerical data to detect errors or omissions
• Selling skills, including up-selling and overcoming objections
• Verbal and written communication skills
• Mathematical skills to calculate (add, subtract, multiply, and divide) in all units of measure, using whole numbers and decimals to determine the rate, ratio, and percent
• Ability to work independently under limited supervision
• Coaching and mentoring skills
• Computer skills with Microsoft Office applications (Word, Excel, Outlook)
• Data entry skills
• Time management skills, including punctuality for on-time attendance

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

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 is required. You MUST BE physically located in the United States while performing this job.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our associates grow and develop their careers. As a Senior Customer Service Representative, you'll have opportunities to:

• Develop your customer service and coaching skills through ongoing training and development programs
• Take on additional responsibilities and leadership roles within the team
• Collaborate with other departments to drive business growth and improvement
• Participate in cross-functional projects and initiatives to drive innovation and change

Work Environment and Company Culture

arenaflex is a dynamic and inclusive workplace that values diversity, equity, and inclusion. We're committed to creating a culture that's supportive, collaborative, and fun. As a Senior Customer Service Representative, you'll be part of a team that's passionate about delivering exceptional experiences and making a positive impact on the lives of our customers and associates.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• A salary range of $31,819.00 - $58,865.00
• Medical/Dental/Vision insurance
• Company-matching 401(k)
• Other programs and perks, including flexible work arrangements and professional development opportunities

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive, equitable, and respectful of all individuals. Apply for this job