Customer Success Concierge – Virtual Front Desk Ambassador

At arenaflex, we're on a mission to empower businesses to grow and thrive in a rapidly changing digital landscape. As a Customer Success Concierge, you'll be the first point of contact for our customers, providing exceptional support and setting the tone for their experience with our platform. If you're a customer-centric individual with excellent communication skills and a passion for delivering top-notch service, we want to hear from you.

About arenaflex

arenaflex is a cloud-based, all-in-one white-label marketing and sales platform that's revolutionizing the way businesses connect with their customers. With a global community of over 2 million businesses, we're proud to be a leader in the industry. Our platform processes over 15 billion API hits and handles more than 2.5 billion message events every day, managing 470 terabytes of data across five databases and operating with a network of over 250 microservices.

Our Culture

At arenaflex, we're building a global community that's rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first. With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment that's designed to support your success.

Our Impact

Every month, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve. Behind those numbers are real people growing their companies, connecting with customers, and making their mark – and we get to help make that happen.

What You'll Be Doing

As a Customer Success Concierge, you'll be responsible for providing exceptional support to our customers, including:

• Greeting customers and updating the call queue
• Managing the lobby and responding to SMS and email
• Building templated customer accounts information when needed
• Answering video calls, chats, and emails and scheduling appointments with team members
• Organizing workflow and appointments by reading and routing correspondence, collecting customer information, and managing assignments to keep the team accountable via CRM
• Creating best practices on waiting room etiquette and maintaining a great Zoom room environment
• Entering data into spreadsheets or updating office calendars
• Answering and routing customer phone calls and overseeing transfers
• Assisting and sending reviews for customers to complete and score/rate their customer experience
• Monitoring and logging all systems and customer data to ensure they are up and running properly and timely service is provided
• Assisting and prioritizing at-risk and urgent customer needs in a quick fashion
• Responsible for pipeline organizing and creating task reminders for the team
• Increasing your product knowledge and skills by participating in department meetings and trainings
• Other duties may be assigned and/or modified as business needs change

What You'll Bring

To perform this job successfully, you'll need to bring the following skills and qualifications:

• High school diploma or GED required
• Prior experience as a receptionist, scheduler, administrative/clerical assistant or relevant role preferred
• Knowledge of online calendars and scheduling (i.e. Google Calendar) preferred
• Experience answering high call volume calls and solving customer's needs preferred
• Excellent phone, email, and instant messaging communication skills
• Organization skills to keep accurate records and find important information quickly
• Time management skills to prioritize and complete a variety of tasks throughout the day in a fast-paced environment
• Patience and listening skills to respond appropriately and interact positively with customers
• Interpersonal skills to create a pleasant experience for all customers, such as being personable and attentive
• Emotional intelligence with the ability to adjust your communication style based on the nature of the call
• The ability to build lasting first impressions and relationships with customers
• Ability to work from home and "camera ready", which requires a quiet workspace with little to no distractions
• Reliable high-speed internet/wifi connection at home with little to no interruptions
• Availability to work a flexible schedule which may include mornings, nights, weekends, and holidays
• Knowledge of arenaflex products and services preferred
• Intermediate MAC computer skills including use of multiple monitors and applications
• Basic knowledge of the following applications preferred: Google Suite, Zoom, Slack, Excel, Spreadsheets, MAC, etc.

Additional Information

The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.

Why Join arenaflex?

As a Customer Success Concierge at arenaflex, you'll have the opportunity to:

• Work with a global community of over 2 million businesses
• Be part of a culture that's rooted in creativity, collaboration, and impact
• Develop your skills and knowledge in a fast-paced and dynamic environment
• Make a real difference in the lives of our customers
• Enjoy a flexible schedule and the ability to work from home
• Receive competitive compensation and benefits

If you're a customer-centric individual with a passion for delivering top-notch service, we want to hear from you. Apply now to join our team as a Customer Success Concierge and be part of something amazing! Apply for this job