Executive Escalation and Customer Care Specialist – Delivering Exceptional Customer Experiences at arenaflex

At arenaflex, we're driven by a passion for building, implementing, and maintaining technology that transforms the Govtech industry by bringing governments and their constituents together. Our mission is to support our customers by meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. With a proven track record of innovation and a commitment to excellence, arenaflex has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as one of the best companies to work for by BuiltIn. As a leading provider of comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, arenaflex empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, arenaflex brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Join Our Team and Make a Difference

We're seeking an exceptional Executive Escalation and Customer Care Specialist to join our team at arenaflex. As a key member of our E2C2 team, you'll play a critical role in resolving customer care issues, driving case resolution, and identifying system and procedure issues that lead to customer pain points. Your expertise will help bridge the gap between Technical Support and other teams within arenaflex, delivering enhanced support to our Government Experience Cloud Services customers.

What Your Impact Will Look Like Here:

* Help customers navigate care issues and drive toward escalated case resolution

• Identify and measure the root cause of customer experience failure
• Present findings and recommendations to the right people throughout the company to fix process or technology issues
• Report on projects, initiatives, and processes under your care
• Respond to enquiries from arenaflex executives and customer-facing teams about escalations
• Provide advice and directions to Technical Support regarding escalated cases
• Communicate effectively and professionally with other departments in researching complaints and finding a path to resolution
• Recognize system and quality concerns contributing to poor customer experiences and communicate as appropriate both internally and externally
• Submit coaching feedback, news articles, and blurbs to ensure Technical Support is consistently kept up to date

You Will Love This Job If You Have:

* Exceptionally strong customer handling and conflict resolution skills

• Excellent decision-making skills to effectively manage the needs of the customer and business
• Goal-driven, able to step back and look at the bigger picture, and able to deal with ambiguity
• Relentless customer-centricity with excellent English communication skills, both verbal and written
• 2-3 years of prior experience in Customer Care or Technical Support services
• Ability to work independently, self-motivated, and demonstrate flexibility in approaching responsibilities and change

Security and Privacy Requirements:

* Responsible for arenaflex information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of arenaflex information assets in accordance with the company's information security program

• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies

Don't Have All the Skills/Experience Mentioned Above?

At arenaflex, we're committed to building diverse, inclusive teams. We don't have degree requirements for most of our roles. If you don't meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

The Team:

* We're a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand

• Our team is passionate about delivering exceptional customer experiences and making a meaningful impact in the Govtech industry

The Culture:

* At arenaflex, we're building a transparent, inclusive, and safe space for everyone who wants to be part of our journey

• A few culture highlights include:

+ Employee Resource Groups to encourage diverse voices + Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs + Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more + We bring in special guests from time to time to discuss issues that impact our employee population

The Impact:

* We're proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place – quite literally

• We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here

Equal Employment Opportunities:

* arenaflex is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.

Ready to Join Our Team?

If you're passionate about delivering exceptional customer experiences and making a meaningful impact in the Govtech industry, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and be part of a dynamic and inclusive organization that's committed to excellence and innovation. Apply for this job