At arenaflex, we're on a mission to revolutionize the way we connect with our customers. As a key member of our Customer Service team, you'll play a vital role in delivering exceptional experiences that exceed our customers' expectations. If you're passionate about providing top-notch support, have a knack for problem-solving, and thrive in a fast-paced environment, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of innovative solutions in the telecommunications industry. With a strong commitment to customer satisfaction, we're dedicated to empowering our customers to achieve their goals. Our team is passionate about making a difference, and we're looking for like-minded individuals to join our journey.
**Job Summary**
As an Experienced Full Stack Customer Service Representative, you'll be responsible for providing multi-level support to our customers, resolving issues, and escalating concerns as needed. You'll work closely with our Customer Relations team, retail sales representatives, and market leadership to ensure seamless communication and exceptional customer experiences. If you're a customer-focused individual with a strong work ethic, we encourage you to apply for this exciting opportunity.
**Key Responsibilities**
* Accept, resolve, and escalate internal and external customer concerns in a timely and professional manner
* Document customer concerns and interactions according to department standards, ensuring accurate and thorough records
* Manage follow-up contacts with multiple parties to resolve concerns efficiently and effectively
* Utilize internal systems to access and research customer accounts and history, providing personalized support
* Evaluate customer concerns and independently determine reasonable resolutions using department guidelines
* Refer unresolved customer grievances to Verizon Wireless for further investigation
* Provide support to Customer Relations teammates by shadowing and assisting with questions
* Possess self-motivation to manage time and tasks in order to maintain our department follow-up guidelines
**Competencies**
* **Accountability**: Accepting responsibility for actions and problem-solving within and outside the department/organization
* **Customer Focus**: Anticipating customer needs, giving high priority to customer satisfaction and customer service
* **Oral Communication**: Shaping and expressing ideas and information in an effective manner
* **Problem Solving**: Identifying problems and issues of varying complexities and finding effective solutions with few guidelines
* **Teamwork**: Working as a productive member of a cohesive group toward a common goal, contributing to team development and effective team dynamics
* **Written Communication**: Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents
**Supervisory Responsibilities**
This position has no supervisory responsibilities.
**Travel**
No travel is expected for this position.
**Required Education and Experience**
* High School diploma or equivalent required
* Strong proficiency in various computer applications and software required
**Preferred Education and Experience**
* Previous experience in customer service preferred
* Adeptness in navigating operating systems, productivity tools, and software relevant to the role (Salesforce, RingCentral, and Microsoft Office) preferred
**Additional Eligibility Qualifications (Knowledge, Skills, Abilities)**
* **Clerical**: Knowledge of administrative, clerical procedures, systems such as managing files and records, designing forms, and other office procedures and terminology
* **English Language**: Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
* **Active Listening**: Giving full attention to what others say, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
* **Service Orientation**: Actively looking for ways to help people
* **Coordination**: Adjusting actions in relation to others' actions
* **Time Management**: Managing one's own time
* **Social Perceptiveness**: Being aware of others' reactions and understanding why they react as they do
* **Monitoring**: Monitoring/Assessing performance of oneself to make improvements or take corrective action
* **Active Learning**: Understanding the implications of new information for both current and future problem-solving and decision-making
* **Resolving Conflicts and Negotiating with Others**: Handling complaints, settling disputes, and resolving grievances and conflicts or otherwise negotiating with others
* **Dealing with Multiple Personality Types**: Possessing the personal decorum and professionalism to frequently deal with unpleasant, angry, or discourteous individuals
**Abilities**
* **Deductive Reasoning**: The ability to apply general rules to specific problems to produce answers that make sense
* **Problem Sensitivity**: The ability to tell when something is wrong or is likely to go wrong
* **Updating and Using Relevant Knowledge**: Keeping up-to-date technically and applying new knowledge to the job
* **Organizing, Planning, and Prioritizing Work**: Developing specific goals and plans to prioritize, organize, and accomplish your work
* **Performing Administrative Activities**: Performing day-to-day administrative tasks such as maintaining information files and processing paperwork
* **Importance of Being Exact and Accurate**: The ability to be very exact or highly accurate in performing daily duties
**What We Offer**
* Base Pay of $18/hr. plus bonus opportunity
* Health, Vision, and Dental Insurance
* 401k matching
* Health and Wellness Program
* Discount on Verizon services
* Employee Assistance Program
* Work from home with company-provided equipment
**Schedule**
This is a full-time position. Our department is open 8:00 a.m. to 8:00 p.m. Monday through Friday, and 8:00 to 6:00 on Saturdays. Days and hours of work are depending on schedule availability and business needs.
**Training**
Training is virtual and lasts four weeks. The training schedule is Monday through Friday, 10:00 a.m. to 5:00 p.m.
**AAP/EEO Statement**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
**Other Duties**
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
If you're a motivated and customer-focused individual who is passionate about delivering exceptional support, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and be part of a dynamic and innovative organization that's shaping the future of telecommunications.