Experienced Technical Customer Service Representative – Parenting and Infant Wellbeing Products Support

At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our clients' expectations. As a Technical Customer Service Representative, you'll play a vital role in providing world-class support to customers of our esteemed clients, focusing on parenting and infant wellbeing products. If you're a customer-centric problem-solver with a knack for empathy and a passion for delivering top-notch service, we want to hear from you!

About arenaflex

arenaflex is a certified B-Corp, women-owned corporation, and Best Workplace winner committed to team member happiness. We're dedicated to delivering "more human" customer service, and our core values are at the heart of everything we do. We've partnered with some of the world's best iconic brands to provide an elevated customer experience that sets us apart from the rest.

Job Summary

As a Technical Customer Service Representative, you'll be the face of arenaflex, providing authentic, world-class customer experiences via phone, email, and chat. You'll be responsible for delivering exceptional support to customers of our clients, focusing on their intelligent products and applications on iOS and Android platforms. Your primary focus will be on providing information on products and offerings, processing purchase requests, sharing relevant policies, and managing escalated issues to resolution.

Key Responsibilities

* Handle customer requests and interactions on behalf of arenaflex clients via phone, chat, and email, with phone as the primary focus and channel

• Represent a diverse lineup of products and brands committed to customer service excellence with a high level of expertise, positive energy, and a can-do spirit
• Create positive customer touchpoints via phone, chat, email, and SMS using a friendly, respectful, and professional tone while exhibiting genuine empathy
• Utilize critical thinking skills to analyze information, provide accurate troubleshooting of product and related support; diagnose and resolve issues following best practices and guidelines
• Assist with device installation, app setup, and configuration
• Conduct initial troubleshooting and technical assistance to customers, resolving basic technical issues, including network connectivity and device configuration, and escalating complex problems to higher support levels when necessary
• Attend training and meetings as required to stay up to date with new information about the brand, products, services, processes, and policies
• Meet performance metrics, including Customer satisfaction (CSAT), average handle time, quality, productivity, etc.
• Demonstrate social responsibility through ethical practices, showing awareness and respect for others and their differences, and supporting initiatives to promote diversity and inclusion in the workplace

Essential Qualifications

* 1+ years of demonstrated experience and success in customer service

• High School diploma or equivalent
• Technical proficiency in problem-solving and troubleshooting; has working knowledge of desktop platforms and mobile devices and has the ability to learn new technology quickly
• Effective communication skills, both written and verbal, with the ability to adjust style to customer demographics
• Polite, friendly, and courteous demeanor when engaged with customers via phone, email, SMS, or chat
• Responds positively to change, accepting of coaching and feedback, embracing and using new learning to accomplish complex or difficult challenges
• Detail-oriented with a focus on quality and accuracy, and has a strong sense of urgency to meet goals
• Able to accurately document customer interaction details with limited errors
• Can type at least 35 WPM with proper spelling and grammar
• A home-office environment that is ergonomically sound and conducive to taking customer calls, internet connection, USB wired headset, router, modem, webcam, and a computer system that meets arenaflex policies and maintenance requirements, including system upgrades as applicable, which may change over time
• Currently reside in AR, AZ, FL, GA, IN, KY, MD, NC, NM, NV, OH, SC, TN, TX, UT, VA, or WI

Preferred Qualifications

* Experience in a virtual contact center environment

• Experience with troubleshooting apps on both iOS and Android platforms preferred

Training and Development

* Virtual training starts January 24, 2025, from 11:30 am–6:30 pm ET, Monday–Friday. Training is paid.

• Ongoing training and development opportunities to enhance your skills and knowledge

Compensation and Benefits

* $16.00 per hour for a Technical Customer Service Representative, Level 1

• Our benefits package for full-time team members includes, but is not limited to, medical, dental, and vision insurance, paid time off, flexible spending accounts, and life insurance

Work Environment and Culture

* arenaflex is a remote-friendly company, offering a hybrid work model that combines remote work with time in our office

• Our positive energy leads to team member innovation, creativity, and happiness
• We believe in creating a supportive workplace where we listen to one another, feel comfortable sharing ideas, and work together to achieve our goals
• arenaflex is an Equal Employment Opportunity and Affirmative Action Employer committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we want to hear from you! Apply now and let's discuss how you can become a vital part of our success story. Apply To This Job Apply for this job