Experienced Full Stack Customer Service Representative – Emergency Roadside Service

Are you passionate about delivering exceptional customer experiences and making a difference in people's lives? Do you thrive in fast-paced environments and enjoy working with technology to solve complex problems? If so, we invite you to join arenaflex as a Full Stack Customer Service Representative – Emergency Roadside Service. As a key member of our team, you will be responsible for providing top-notch customer service to our members during stressful situations, responding to emergency road service requests, and promoting our products and services to drive growth and revenue.

About arenaflex

arenaflex is a leading provider of membership, travel, insurance, and financial services to millions of members and customers across the globe. With a rich history of innovation and a commitment to excellence, we continue to invest in advanced technology, pursue innovative products, and hire a highly skilled workforce to deliver exceptional service and help our members enjoy life's journey.

Job Summary

As a Full Stack Customer Service Representative – Emergency Roadside Service, you will be the face of arenaflex, providing exceptional customer service to our members during emergency situations. You will be responsible for responding to emergency road service requests, gathering information, and providing solutions to get our members back on the road. You will also have the opportunity to promote our products and services to drive growth and revenue.

Key Responsibilities

* Respond to emergency road service requests in a call center environment, gathering information and providing solutions to get members back on the road

• Communicate with contractors to provide information regarding member location, vehicle, type of problem, etc. and obtain estimated time of arrival
• Enter data into D2000 database and document all relevant details
• Notify members of estimated time of arrival and name of contractor
• Recognize, promote, and process membership sales opportunities
• Verify completed status of calls and close out on system
• Provide superior customer service during every member interaction
• Respond to a high volume of emergency road service requests in a call center environment
• Analyze member accounts to determine additional products and services that benefit the member
• Exceed performance metrics by following our detailed call intake process and efficiently working through calls in a timely fashion

Essential Qualifications

* High school diploma or equivalent

• Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing arenaflex products
• 6 months of customer service experience
• Providing customers service in a professional manner and de-escalating situations
• Accurately inputting information into various fields using a PC keyboard
• Navigating through a PC and/or automated processing system
• Reading and comprehending various customer care service tools (manuals, work models, etc.)
• Performing mathematical calculations including adding, subtracting, percentages, etc.

Preferred Qualifications

* College level coursework in Business, Marketing, Geography, or other related field and/or applicable professional/technical certification courses

• Experience in a call center environment, remote work, customer service environment, promoting arenaflex products and services, and identifying and responding to customer needs through cross-selling and up-selling products

Skills and Competencies

* Telephone etiquette

• Basic computer skills
• Ability to operate and navigate a laptop or PC often while using multiple applications to include the Internet, Google Maps, Email, company applications, and more
• North American geographical relationships
• Road condition reporting terminology
• Strong communication skills demonstrated through the effective use of the Customer Interaction Model
• Strong interpersonal skills
• Strong written communications skills needed to respond in a professional manner to member/customer inquiries
• Effective listening skills
• Accurately enter information on a personal computer
• Identify and resolve customer service issues/requests or transfer to appropriate customer advocate
• Represent the Customer Care Department in a professional and positive manner
• Maintain accurate records
• Understand, read, and reconcile payment history
• Read maps and use travel-related tools (i.e., directional cues)

Career Growth Opportunities and Learning Benefits

* Full-time paid training beginning Thursday, April 4, 2024

• Hours during virtual training Monday through Friday from 10:00 am – 6:30 pm EST/9:00 am - 5:30 pm CST
• Afternoon, evening, weekend shifts available after training (start and end times may shift slightly based on business needs, flexibility will be required to accommodate occasional schedule slides)
• Voluntary overtime opportunities
• Performance-based incentives
• $250 Perfect Attendance bonus after 90-days of incident-free attendance
• Bi-Lingual a plus – Subsidy for bilingual skills (Must be fluent in Spanish and English)
• Excellent and comprehensive benefits packages, including:

+ 401k Match + Medical + Dental + Vision + PTO + Paid Holidays + Tuition Reimbursement + Corporate Incentive Program + Complimentary arenaflex membership + Employee Referral Bonus + Employee recognition program

Work Environment and Company Culture

* Works in a temperature-controlled office environment

• Irregular hours to include various shifts, weekends, and/or holidays
• arenaflex is committed to providing a safe workplace and a positive work environment
• arenaflex values diversity, equity, and inclusion and is an equal opportunity/affirmative action employer

Compensation and Perks

* Earn $19.00 per hour with shift premium for evening periods and weekends

• Performance-based incentives
• $250 Perfect Attendance bonus after 90-days of incident-free attendance
• Bi-Lingual a plus – Subsidy for bilingual skills (Must be fluent in Spanish and English)
• Excellent and comprehensive benefits packages, including:

+ 401k Match + Medical + Dental + Vision + PTO + Paid Holidays + Tuition Reimbursement + Corporate Incentive Program + Complimentary arenaflex membership + Employee Referral Bonus + Employee recognition program

How to Apply

If you are passionate about delivering exceptional customer experiences and making a difference in people's lives, we invite you to apply for this exciting opportunity. Please submit your application today and join the arenaflex team as a Full Stack Customer Service Representative – Emergency Roadside Service. Apply To This Job Apply for this job