Experienced Virtual Customer Care Manager – Remote Customer Service and Support

Are you a customer-centric professional with a passion for delivering exceptional service and support? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further! arenaflex is seeking an experienced Virtual Customer Care Manager to join our team of dedicated professionals who are committed to building strong relationships with our customers.

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower individuals and organizations to achieve their goals. With a rich history of innovation and a commitment to excellence, we have established ourselves as a trusted partner in the industry. Our team of experts is dedicated to delivering exceptional service and support to our customers, and we are seeking a talented Virtual Customer Care Manager to join our ranks.

Job Summary

As a Virtual Customer Care Manager, you will be responsible for providing exceptional service and support to our customers through various channels, including phone, email, and virtual appointments. You will be the primary point of contact for customers, resolving their issues and concerns in a timely and professional manner. Your expertise will be essential in building trust and loyalty with our customers, and you will play a critical role in driving customer satisfaction and loyalty.

Primary Job Responsibilities

* Coordinate virtual response to customer warranty calls through TechSee platform and MS Dynamics 365

• Conduct analysis of issue via the virtual appointment to triage and determine appropriate next steps
• Create service requests, line items, and work orders in MS Dynamics 365 as necessary based on the results of the virtual inspection
• Manage the Service Request to resolution, confirming that the scheduled repairs are complete, and closing out the SR in MS Dynamics 365
• Effectively manage large amounts of incoming calls, emails, and virtual appointments, while building sustainable relationships of trust through open and interactive communication
• Address complaints, provide appropriate solutions and/or alternatives within the warranty guidelines, set proper expectations for the repair process, and follow-up to ensure resolution
• Determine and document root cause of common service items, reporting on any opportunities for improvement
• Perform related administrative duties, confirmations, and in-home inspections, as needed
• Other duties as assigned

Management Responsibilities

* Delegates work according to employee's abilities and skills

• Provides input to employee's performance evaluations
• Assists in the identification of internal and external training opportunities
• Provides continuous coaching with regard to functional and leadership standards (technical skills and behaviors)

Scope

* Decision Impact: Division

• Department Responsibility: Single
• Budgetary Responsibility: No
• Direct Reports: No
• Indirect Reports: No
• Physical Requirements: The position may involve sitting, standing, driving, and/or movement, the ability to exert a minimal force of up to 50 pounds and occasionally exert up to 80 pounds of minimal force to carry, lift, push, pull, and otherwise move objects. Must be able to climb ladders, scaffolding, and other means to reach and observe all areas of the building. Ability to work in various weather conditions - heat, rain, cold, etc.

Required Education/Experience

* Minimum High School Diploma or equivalent

• Bachelor's Degree preferred
• Minimum of 1-2 years of construction industry experience
• Proven customer care experience with a strong emphasis on quality of service, and follow-up

Required Licensing, Registration and/or Certifications

* Valid driver's license as driving is an essential function of this position

Required Skills/Knowledge

* Customer oriented with conflict resolution skills, the ability to adapt and respond to different personality types

• Excellent communication and listening skills, with analytical ability to perform root cause analysis
• Highly conscientious and well-organized, with the ability to multi-task, prioritize, and manage time effectively
• Technology savvy, with excellent computer skills, and an overall understanding of basic Microsoft Office Suite programs
• Additional consideration will be given to candidates with experience working within MS Dynamics 365, and TechSee

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced organization that values innovation, collaboration, and customer satisfaction. Our team of experts is dedicated to delivering exceptional service and support to our customers, and we are seeking a talented Virtual Customer Care Manager to join our ranks. As a member of our team, you will have the opportunity to work with a diverse group of professionals who are passionate about delivering exceptional service and support.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary and a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. We also offer a range of perks and benefits, including flexible work arrangements, professional development opportunities, and a fun and supportive work environment.

Career Growth Opportunities and Learning Benefits

arenaflex is committed to the growth and development of our employees. We offer a range of learning and development opportunities, including training programs, mentorship, and career advancement opportunities. Our team of experts is dedicated to helping you achieve your career goals and reach your full potential.

How to Apply

If you are a customer-centric professional with a passion for delivering exceptional service and support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you! Apply To This Job Apply for this job