**Experienced Customer Experience Senior Specialist – Temporary Position**

At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. As a global digital business services company, we're dedicated to delivering cutting-edge solutions that make a meaningful impact on our clients and the world at large. With a diverse team of over 500,000 passionate individuals speaking more than 300 languages, we're proud to be a force for good in our communities, our clients, and the environment.

• *Benefits of Joining arenaflex**

As a valued member of our team, you can expect a comprehensive benefits package that includes:

• Paid Training to help you develop your skills and expertise
• Competitive Wages that reflect your hard work and dedication
• Full Benefits, including Medical, Dental, Vision, 401k, and more
• Paid Time Off to recharge and refocus
• Employee wellness and engagement programs to support your overall well-being

• *About the Role**

We're seeking an experienced Customer Experience Senior Specialist to join our team on a temporary basis. As a key contributor to our customer experience team, you'll play a critical role in helping us deliver exceptional service to our clients. This is a unique opportunity to join a dynamic and innovative organization that's committed to making a positive impact on the world.

• *Responsibilities**

As a Customer Experience Senior Specialist, you'll be responsible for:

• Coaching and mentoring agents to improve their knowledge, engagement, and sales skills
• Collaborating with Operations Managers and site Supervisors to develop and execute daily plans to drive improved performance
• Conducting call calibrations, one-on-ones, live side-by-sides, huddles, team meetings, and other coaching sessions to support agent development
• Driving high-performance sales, compliance, and consumer experience standards and outcomes by executing on the details outlined in our Operations Guide and Supervisor/Coach training
• Actively monitoring agents via Live listen and recommending changes when necessary
• Assisting in the implementation of new processes and collaborating with onsite and offsite staff
• Completing daily call reviews and coaching as outlined in our Standard Operating Procedures section
• Completing daily Group call reviews and coaching as outlined in our Standard Operating Procedures section (if applicable)
• Completing UES documentation and coaching

• *Qualifications**

To be successful in this role, you'll need:

• A Health Insurance License
• The ability to work remotely
• Flexibility to work Monday-Friday and any 8 hours between 7AM-7PM
• Previous call center experience with five (5) or more of the following:
+ More than six (6) months experience as an inbound call center customer service representative+ More than six (6) months experience as a mentor, trainer, or acting supervisor+ Analytical and problem-solving skills+ Ability to analyze and identify agent trending+ Ability to analyze and identify opportunities in customer feedback+ Ability to assess individual and team performance+ Advanced troubleshooting skills+ Strong written and verbal communication skills+ Strong leadership skills+ Highly productive+ Very good attendance habits+ Excellent organizational and time management skills+ Excellent verbal and written communication skills+ Ability to communicate with all levels of management+ Ability to work independently and multi-task
• A college degree (preferred)
• Working experience with creating or compiling reports using various sources of data
• Experienced with the Microsoft Office Products - Excel, Word, and PowerPoint
• Ability to pass a background and drug test

• *Required Skills**

As a Customer Experience Senior Specialist, you'll need to possess the following skills:

• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy

• *Be Part of Our arenaflex Family**

At arenaflex, we're committed to creating a workplace that's conducive to happiness and a healthy work-life balance. We believe that when employees are happy and healthy, they're more productive, creative, and engaged. We're dedicated to providing a culture of inclusion and diversity, where everyone feels welcome and valued.

• *TP is an Equal Opportunity Employer**

We're proud to be an equal opportunity employer, committed to diversity and inclusion in all aspects of our business.

• *Apply Now**

If you're passionate about delivering exceptional customer experiences and want to join a dynamic and innovative organization, apply now to become a Customer Experience Senior Specialist at arenaflex.