At arenaflex, we're committed to providing our customers with an unparalleled level of service and support. As a key member of our Customer Support Crew, you'll play a vital role in ensuring that every customer interaction is a positive and memorable experience. If you're passionate about delivering exceptional service, working in a dynamic remote environment, and growing your career with a forward-thinking company, we want to hear from you.
**About arenaflex**
arenaflex is a leading provider of innovative solutions and services that empower our customers to achieve their goals. With a strong focus on customer satisfaction, we're dedicated to building long-term relationships with our clients and delivering exceptional results. Our team is passionate about making a difference, and we're committed to creating a work environment that's inclusive, supportive, and stimulating.
**The Role**
As an Experienced Customer Support Representative, you'll be responsible for providing exceptional service to our customers through various channels, including phone, email, chat, and SMS text. You'll work closely with our team to resolve customer inquiries, requests, and needs in a timely and efficient manner, while maintaining our high standards of service, sales, and operational support.
**Key Responsibilities**
* Support continuous calls, digital support channels (chat, SMS text, email, etc.), and other customer interactions into the arenaflex Customer Support Center (CSC)
* Provide exceptional service to every customer, every time, by consistently meeting or exceeding performance standards
* Perform all assigned activities related to booking, modifying, and supporting customer reservations
* Sell flights and ancillary products and services to customers
* Maintain KPI performance standards as defined by the CSC
* Collaborate with the team to resolve customer issues and improve overall customer satisfaction
* Stay up-to-date with industry trends, products, and services to provide accurate and informed support to customers
**Requirements**
* Successful completion of new hire training
* Provide a safe and professional office-work environment, free from background noise and distraction
* Able to pass a ten (10) year background check
* Potential need to work flexible hours and be available to respond on short notice
* Legally eligible to work in the country in which the position is located
* Provide a high-speed internet connection to meet work from home requirements
* Flexible and able to work at any time, including nights, weekends, and holidays
**Education/Experience Requirements**
* High School Diploma or General Education Development (GED) Diploma
* One (1) year of customer service or sales experience
**Competencies**
* Technically proficient in working with arenaflex systems/programs/tools, including but not limited to: Radixx Res, RadixxGo, ZenDesk, and MIS Choice DCS
* Ability to answer continuous calls and digital messages (i.e., chat, SMS text, email, etc.)
* Ability to navigate through complex processes while interacting with a customer
* Ability to navigate through concurrent digital interactions with more than one customer at a time
* Strong problem-solving skills and ability to find simple solutions to complex issues
* Excellent verbal (telephone) and written communication skills, including grammar
* Strong customer service skills and ability to remain calm and courteous under pressure
**Functional Competencies**
* Ability to successfully find simple solutions to complex issues while meeting performance standards in a quickly evolving working environment
* Ability to answer continuous calls and digital messages (i.e., chat, SMS text, email, etc.)
* Ability to navigate through complex processes while interacting with a customer
* Ability to navigate through concurrent digital interactions with more than one customer at a time
* Knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Internet Explorer
* Previous sales and call center experience is preferred
* Attention to detail and strong organizational skills
**Behavioral Competencies**
* Organizational fit with arenaflex's core values of Safety First, Keep it Simple, Do the Right Thing, and One Crew and culture of having a Soul of Service
* Excellent verbal (telephone) and written communication skills, including grammar
* Strong customer service skills
* Regular attendance and punctuality
* Ability to remain calm and courteous under pressure and navigate tense situations
**What We Offer**
* Competitive salary and benefits package
* Opportunity to work from home and enjoy a flexible schedule
* Comprehensive training and development program to help you grow your career
* Collaborative and supportive work environment
* Recognition and rewards for outstanding performance
* Access to cutting-edge technology and tools
* Opportunities for professional growth and advancement
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you!