Are you passionate about delivering exceptional customer experiences and passionate about the automotive industry? Do you want to join a dynamic team that values innovation, teamwork, and growth? Look no further! arenaflex is seeking an experienced Customer Service Representative to join our team in Greenville, SC. As a key member of our customer support team, you will play a vital role in shaping the future of customer experience at arenaflex.
**About arenaflex**
arenaflex is a global customer experience specialist, providing customer care, sales, technical support, and credit management services through our extensive network of contact centers and work-at-home agents. We are 30,000+ customer experience specialists at over 60 contact centers across 26 countries, delivering services in 33 languages to international brands in various industry verticals. At arenaflex, we're relentlessly committed to our clients and each other. We're passionate about people and look forward to meeting you.
**Job Summary**
As a Customer Service Representative, you will be the first point of contact for customers, providing exceptional support and resolving issues in a timely and professional manner. You will work closely with our teams to resolve complex issues, provide technical support, and ensure that every customer interaction leaves a positive impression. If you're passionate about delivering outstanding customer experiences and have a passion for the automotive industry, we want to hear from you!
**Key Responsibilities**
* Provide exceptional customer support via email, chat, and voice channels, ensuring that every interaction leaves a positive impression
* Resolve customer issues in a timely and professional manner, working closely with our teams to resolve complex issues
* Provide technical support for our website, app, and in-car software, troubleshooting issues and providing step-by-step instructions to customers
* Work with teams outside of Support to resolve issues that may need additional assistance, acting as the bridge for the customer as we navigate a resolution
* Address customer situations with clarity and empathy, aligning yourself with the customer's needs to convey complex information in an accessible way that empowers them
* Multitask in systems while patiently providing step-by-step instructions with a focus on accuracy and timeliness
* Calmly provide conflict resolution and navigate frustrated customer situations with an aptitude for service orientation and social perceptiveness
* Work independently with discipline and motivation to succeed in both onsite and virtual environments
* Work in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls from customers
**Requirements**
* At least 18 years or older
* High School Diploma, or equivalent
* Able to successfully pass a criminal background check
* Able to work a full-time work week of 32-40 hours, with overtime opportunities as needed
* Able to maintain 100% strict adherence to the assigned schedule
* Able to work a variety of shifts, including: evenings, weekends, and holidays
* Able to work full-time hours, with reliable attendance, as outlined in the assigned schedule
* Strong computer knowledge, including ability to accurately type at least 30 wpm
* Excellent English written and verbal communication skills
* High level of expertise with spelling, grammar, and punctuation
* Courteous and friendly with high level of professionalism
* Willingness to learn and adapt to new tools and technologies
* Willingness to follow procedures and adhere to policies
* Able to communicate information and ideas so others will understand and able to exchange accurate information in these situations
* Strong time management and able to multitask applications while talking to customers on the phone
* Able to thrive in a fast-paced, time-pressured, dynamic work environment taking back-to-back calls
* Able to actively listen to customer needs and demonstrate empathy - this includes having problem sensitivity - solve customer problems and be sensitive to others while you do it
* Able to problem-solve and think on your feet
* Highly adept at working with a high frequency of conflict situations, as well as upset customers with patience and professionalism
* Ability to work in an environment where you must sit, reach, communicate (verbally and electronically), type, read, multitask, and concentrate in a prolonged setting
* Able to use your hands to handle, control, or feel objects, tools, or controls
* 1 - 3 years of customer support and technical support call center experience
**Preferred Skills and Experience**
* Previous work from home experience preferred
* Prior experience with email and chat support preferred
* Prior experience using customer support/relationship management software or similar systems preferred
* Prior experience with automotive customer support/service/success
* Prior experience with technology customer support/success (phones, computer, etc.)
* Passion for automotive topics and electric vehicles
**Work Environment and Culture**
* Work onsite for Training, Launch, and approximately 90 days of Production, and then move to your remote home office
* Must live and work within driving distance of the Greenville, South Carolina area
* Work in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls from customers
* Work at a desk, wearing a wired headset, while talking to customers in a high-volume, fast-paced, and sometimes stressful environment
* Collaborate with a dynamic team of customer experience specialists who share your passion for delivering exceptional customer experiences
* Enjoy a comprehensive benefits package, including health benefits, 401(k) investment options, and paid vacation time
* Participate in ongoing training and development opportunities to enhance your skills and career growth
**Compensation and Benefits**
* Starting pay: $17.00 USD per hour
* Plus performance-based incentives each month, earning potential
* Health benefits for you and your family, including medical, dental, vision
* 401(k) investment options with employer match opportunities
* Paid vacation time
* Computer equipment provided
* Onsite full gym - free to employees
* Onsite training, launch, and production, and then move to remote home office
**How to Apply**
If you're passionate about delivering exceptional customer experiences and have a passion for the automotive industry, we want to hear from you! Apply now to join our team as a Customer Service Representative at arenaflex.