**Experienced Customer Service Representative – Escalations and Case Management**

At arenaflex, we're dedicated to providing exceptional customer experiences that exceed our clients' expectations. As a key member of our customer service team, you'll play a vital role in resolving complex and escalated customer issues, ensuring that our clients receive the highest level of service and support.

• *Job Summary:**

We're seeking an experienced Customer Service Representative to join our team in a remote work environment. As a Customer Service Representative, you'll be responsible for handling cases involving complex and escalated customer issues, resolving sales and service experience complaints, and providing exceptional customer service to our clients. If you're a customer-focused individual with excellent problem-solving skills and a passion for delivering outstanding service, we'd love to hear from you.

• *Key Responsibilities:**

• Handle cases involving complex and escalated customer issues, ensuring that expectations are clearly expressed to customers, customer follow-up times/dates are agreed upon in advance, and compensation for poor customer experiences are relative to the impact on each customer's background and needs.
• Resolve sales experience complaints such as poor showroom or F/I interactions, lease-end issues, delivery condition of sold vehicles, providing education and guidance to customers on sales/finance inquiries.
• Resolve service experience complaints such as warranty eligibility disputes, issues involving normal vehicle operation, cost of repairs, product liability claims, back-ordered parts, loaner cars, and appointment reservations.
• Analyze the merits of lemon law claims, support business partners arbitrating such claims, and negotiate settlement terms.
• Provide expedited handling of customer inquiries received by executives.
• Handle communications with executive contacts.
• Conduct research by reviewing vehicle product guides, and interfacing with technical teams and product specialists.
• Interface with car dealers, customers, and other internal business partners to facilitate the diagnosis/repair of vehicle concerns subject to multiple and/or lengthy repair attempts.

• *Essential Qualifications:**

• High school or GED required.
• Minimum 6 months to 1 year of demonstrated customer service-oriented experience.
• High level of integrity, understanding, and adherence to arenaflex business practices.
• Willingness to learn (LOB specific product/service, policies & processes), execute, and improve.
• Ability to effectively navigate through desktop tools, applications, and websites.
• Basic knowledge of MS Office.
• Knowledge of the product/service lifecycle in the automobile industry (preferred).
• Excellent problem-solving skills with proficiency in identifying issues by performing root cause analysis.
• Strong time management and organizational skills to ensure smooth and seamless operations.
• Proficiency in keyboarding (35+wpm), Windows-based applications, internet, and web browsing.
• Ability to utilize various documentary and personnel resources to craft case-specific action plans.
• Ability to craft professional, business-appropriate emails to customers, dealerships, and internal business units.
• Critical thought and resourcefulness to create unique action plans that are based on each customer's specific request and pre-existing case history.
• Ability to document a case's file properly, provide succinct memos to the case that clearly detail the case manager's interactions, and attaching properly described files to the case.
• Ability to work with a sense of urgency.
• Ability to spot and report areas for continuous process improvement.
• Must possess excellent oral and written communication skills in English.
• Ability to express precisely and with clarity.
• Excellent listening and probing skills.
• Ability to express empathy and exhibit a desire to help others.
• Provide case handling that is unique and based on each individual customer's specific needs and schedule.
• Ability to de-escalate difficult customer issues to full resolution.
• Focus on creating a satisfying experience for the customer by using professional customer service techniques, personalizing, and focusing on adding value.
• Ability to cope with stress and to remain calm in all customer service situations – remain patient, polite, and provide excellent customer service.

• *Preferred Qualifications:**

• 1-2 years of experience in a call center environment.
• 2-3 years of experience in customer service.
• 1 year of experience in case management.
• Knowledge of the automobile industry and its products/services.

• *Work Environment and Culture:**

As a remote employee of arenaflex, you'll have the flexibility to work from the comfort of your own home. Our team is dedicated to providing exceptional customer service, and we're looking for individuals who share our passion for delivering outstanding service. Our work environment is fast-paced, and we're committed to continuous improvement and innovation.

• *Benefits:**

• Competitive hourly rate of $16.00 per hour.
• 401(k) plan.
• Dental insurance.
• Health insurance.
• On-the-job training.
• Paid time off.
• Referral program.
• Vision insurance.

• *Shift and Schedule:**

• 8-hour shift.
• Day shift.
• Evening shift.
• No more than 40 hours per week.

• *Education and Experience:**

• High school or equivalent (required).
• Call center experience (1 year required).
• Customer service experience (2 years required).
• Case management experience (1 year preferred).

• *How to Apply:**

If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we'd love to hear from you. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

• *Equal Employment Opportunity Statement:**

arenaflex provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability, or genetic information and other characteristics that are protected by applicable law.

• *Other Duties:**

Please note that 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. This description reflects management's assignment of essential functions, and it does not proscribe or restrict the tasks that may be assigned. Duties, responsibilities, and activities may change at any time with or without notice.