Experienced Customer Service Representative - Hybrid Remote in Traverse City, MI at arenaflex
Join arenaflex's dynamic team as an Experienced Customer Service Representative - Hybrid Remote in Traverse City, MI. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service, resolving issues, and providing a world-class experience for our customers.
About arenaflex
arenaflex is a leading organization in the industry, committed to providing innovative solutions and exceptional customer service. Our team is passionate about making a difference in the lives of our customers, and we're looking for like-minded individuals to join our team. As a hybrid remote Customer Service Representative, you will have the opportunity to work from our Traverse City, MI office or remotely, depending on your preference.
Job Summary
We're seeking an experienced Customer Service Representative to join our team in Traverse City, MI. As a Customer Service Representative, you will be responsible for:
- Answering inbound phone calls on a multi-line system, booking jobs, and providing customers with information about arenaflex's services
- Effectively handling complaints, resolving issues, and providing a world-class customer experience
- Completing data entry, collecting payments, and monitoring Geotab for truck locations
- Communicating effectively with field staff, customers, and management
- Participating in on-call shifts, responding to Answering Service texts and office emails, and maintaining a quiet environment to converse with customers
Essential Job Functions
* CSR/Phone Management: + Answers inbound phone calls on a multi-line system, books jobs, and enters data into SB when necessary + Books only the jobs the company wants, enters proper notes, and accurate data entry at time of booking + Continually checks routing to ensure optimization + Collects payments + Office Email Account: responds to all emails promptly and appropriately + Podium Leads: monitors leads and responds promptly + Slack: Actively participates through the entire shift, checks Pinned messages at the start of shift + Ability to take on additional duties without losing focus on inbound calls and customer service + Communicates effectively with field staff as necessary + Monitors Geotab for truck locations
- Customer Service:
+ Ensures company is providing World Class Customer Service through the entire process + Proactively handles customer issues (phone calls and emails) by investigating complaints and identifying solutions + If necessary, escalates customer issues to manager
- On Call:
+ All of the above duties apply to On Call shifts + Has Ipad on hand and charged for use for the duration of the On Call shift + Responds to Answering Service texts and office emails within 10 minutes of receipt + Maintains a quiet environment to converse with customers + Communicates all necessary items to manager, next CSR on duty, or field techs as needed
Skills, Knowledge, Experience, and Physical Demands
* Required: + Ability to communicate clearly + Possesses patience + Ability to think critically + Ability to communicate in a respectful and friendly manner + Ability to proactively resolve issues as they arise
- Personal Characteristics:
+ Driven with strong ambition for problem-solving and perseverance + Strong attention to detail and willingness to learn + Positive attitude + Enjoys communicating with customers
- Preferred:
+ 1 year relevant training and/or experience in customer service industry + Basic customer service knowledge and abilities
Work Environment and Company Culture
* Work Location: Hybrid remote in Traverse City, MI 49684
- Work Schedule: Monday-Friday, occasional weekend shifts
- Reports to: Customer Service Manager
- arenaflex is committed to providing a positive and supportive work environment, with opportunities for growth and development.
Compensation, Perks, and Benefits
* $18 - $21 per hour
- Benefits:
+ 401(k) matching + Dental insurance + Health insurance + Health savings account + Paid time off + Vision insurance
- arenaflex offers a comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) matching program.
Career Growth Opportunities and Learning Benefits
* arenaflex is committed to providing opportunities for growth and development, with training and development programs to help you succeed in your role.
- As a hybrid remote Customer Service Representative, you will have the opportunity to work from our Traverse City, MI office or remotely, depending on your preference.
How to Apply
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job