Experienced Overnight Customer Service Representative – Facilities Management

At arenaflex, we're committed to creating a culture that values inclusivity, self-expression, and individuality. Our goal is to empower our employees to pursue their career goals and advance personally and professionally, while prioritizing their wellbeing and providing exceptional service to our consumers. As a key member of our facilities management team, you'll play a vital role in delivering an optimal customer experience with every interaction.

Job Overview:

As an Overnight Customer Service Representative, you'll be responsible for handling incoming client calls and emails related to facilities management. You'll work closely with our facilities case management tool to assess the nature of each request, document, and dispatch to the proper party for resolution. Your primary focus will be on ensuring an exceptional customer experience with every interaction, while also meeting our service level goals and adhering to scheduled shifts.

Schedule:

Our overnight shift runs from Friday to Sunday, 10:30pm-7:00am ET. This is a unique opportunity to work in a fast-paced environment while enjoying a flexible schedule that allows you to balance your personal and professional life.

Compensation:

We offer a competitive hourly rate of $17 per hour, providing a stable income and opportunities for growth and development.

Job Duties:

As an Overnight Customer Service Representative, your key responsibilities will include:

• Responding to routine inquiries via inbound phone calls and emails
• Assessing the nature of each call and determining the most appropriate party to handle the call
• Processing incoming facilities work order requests through telephone and email, including office moves, plumbing problems, light bulb changes, and more
• Asking probing questions to understand and troubleshoot the root cause of the problem or request, and determining the right party to service the work order
• Dispatching the work order through telephone or email to the appropriate contact
• Setting appropriate turn-around time expectations with the client based on priority codes
• Ensuring that all reports are accurate and filed in a timely manner
• Selecting priorities and organizing work to meet priorities
• Proactively identifying work order trends and communicating to the Team Coordinator and Program Lead
• Following approved policies and procedures
• Resolving shift concerns and/or tasks with the Team Coordinator/Program Lead and co-workers
• Achieving a goal of handling 45 requests per day average
• Supporting team achievement of service level goals
• Adhering to scheduled shifts, keeping within guidelines for arrivals/departures and absences
• Adhering to efficiency and accuracy standards
• Supporting phone volume in the range of 70-100 phone interactions per shift
• Mastery of arenaflex systems and knowledge matrix to support multiple accounts

Requirements:

To succeed in this role, you'll need to demonstrate:

• Excellent customer service skills
• A high school diploma or equivalent
• Call center experience (inbound) preferred
• Extensive use of computer with experience with Microsoft Office products and the input of substantial amounts of data
• Switchboard or Helpdesk experience a plus
• Excellent listening skills and telephone skills
• Excellent professional communication and interfacing with customers and co-workers
• Ability to manage multiple tasks simultaneously

Benefits:

As an arenaflex employee, you'll enjoy a range of benefits, including:

• 401k with match
• Generous PTO policy
• Paid holidays
• One paid day off per year to volunteer
• Access to discount programs
• Two-week paid sabbatical every five years
• Access to Employee Benefit Resource Groups that provide ongoing learning and mentorship opportunities

Why Join arenaflex?

At arenaflex, we're committed to creating a culture that values inclusivity, self-expression, and individuality. Our goal is to empower our employees to pursue their career goals and advance personally and professionally, while prioritizing their wellbeing and providing exceptional service to our consumers. Join our team and become part of a dynamic and supportive community that's dedicated to making a positive impact.

How to Apply:

If you're passionate about delivering exceptional customer service and are looking for a challenging and rewarding role, we encourage you to apply. Please visit our website to learn more about our application process and to submit your application. Apply Now! Apply for this job