Experienced Customer Care Representative - Onsite: Join arenaflex's Dynamic Team and Deliver Exceptional Customer Experiences

At arenaflex, we're on a mission to revolutionize the way we interact with our customers, and we're looking for talented individuals to join our team as Customer Care Representatives - Onsite. As a key member of our team, you'll be responsible for providing top-notch customer service, resolving issues, and exceeding customer expectations. If you're passionate about delivering exceptional experiences and have a knack for building strong relationships, we want to hear from you!

About arenaflex

arenaflex is a global leader in digital business services, dedicated to helping the world's best brands streamline their business in meaningful and sustainable ways. With a presence in over 500,000 locations worldwide, we're committed to making a positive impact on our communities, clients, and the environment. Our team of passionate and inspired individuals speaks over 300 languages, and we're proud to be a force for good in the world.

Benefits of Working with arenaflex

* Paid Training to help you develop your skills and expertise

• Competitive Wages that reflect your value to our team
• Full Benefits, including Medical, Dental, Vision, 401k, and more
• Paid Time Off to recharge and refocus
• Employee wellness and engagement programs to support your overall well-being
• Opportunities for career growth and advancement in a dynamic and supportive environment

Teleperformance and You

At arenaflex, we believe in a balanced high-tech and high-touch approach to customer service. We're inspired to deliver only the best in all that we do, and we're committed to making people's lives simpler, faster, and safer. As a Customer Care Representative - Onsite, you'll be the eyes and ears of our team, fielding customer inquiries and finding innovative ways to respond. You'll work in a collaborative and engaging environment, interacting with people from all walks of life, and no two days will be the same.

Did You Know?

Our Chief Client Officer started her career at arenaflex as an agent and advanced to the pinnacle of the company. At arenaflex, the sky is the limit! We believe in empowering our employees to reach their full potential and achieve their career goals.

Responsibilities

As a Customer Care Representative - Onsite, your main responsibility will be to find innovative ways to respond to varying questions, issues, and concerns. Your key responsibilities will include:

• Answering inbound telephone calls, chat, email, and reviews in a skills-based environment where transactions range from call transfers to in-room work order requests, to complex hotel, dining, event, and entertainment reservations for customers
• Responding to inbound customer and partner digital inquiries, using methods and verbiage defined by management
• Answering Operator calls (internal/External)
• Providing customers with a clear picture of company products and services; always leading the call without failing to listen to the voice of the customer
• Ensuring that customer requests for reservations and other services are met and confirmed within the guidelines established by management
• Sensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases a specific request cannot be met
• Presenting a positive view of the company and its properties when interacting with customers and fellow employees at all times
• Escalating difficult and complex situations to Team Leaders as they arise
• Working with Quality Coaches and Team Leaders to evaluate individual performance and make efforts to improve performance where the need has been indicated
• Providing Team Leaders with important observations culled from many customer interactions, offering suggestions to improve process, product, or service offerings
• Working diligently to support company culture and team philosophy throughout the property
• Complying with all departmental and company policies, including company business ethics guidelines
• Maintaining confidentiality of all company trade secrets and proprietary information, including business processes, customer information, marketing plans, and any other confidential information
• Being willing to participate in peer-to-peer coaching on a one-on-one basis, as well as to support the overall team by assisting on the call center floor by answering questions
• Demonstrating actions and behaviors that reinforce the Company's mission, "Unconquered Vision, Unparalleled Service, Unlimited Future," and values of Fast, Fun, Friendly, Fresh, and Focused in all we do
• Exhibiting conduct in accordance with all company regulations and Seminole Tribe of Florida departmental policies and procedures

Qualifications

We're looking for fearless individuals who are inspired to deliver only the best in all that they do. To be successful in this role, you'll need:

• Two years or more of directly related experience in an inbound contact center or face-to-face customer service or similar customer service role
• Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette
• Knowledge of property management, reservations, and player tracking systems (e.g. Windsurfer, SHR, HotSOS, SevenRooms, LMS, CMP) is advantageous
• Proficiency in basic Windows and MS Office packages is very important
• Strong verbal communication skills
• Language Requirements: Bilingual (English & Spanish)
• Experience handling customer calls in a 24x7 sales-oriented inbound environment
• Experience handling reservations or in the casino/hospitality industry is considered a plus
• Must be able to work flexible schedules based on the needs of the business. Schedule subject to change based on business/customer needs.

Be Part of Our arenaflex Family

At arenaflex, we're committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. We believe that when employees are happy and healthy, they're more productive, creative, and engaged. We're dedicated to providing a workplace that's conducive to happiness and a healthy work-life balance.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer, committed to diversity and inclusion in the workplace.

Employment Type: FULL_TIME

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