Experienced Customer Care Coordinator – Delivering Exceptional Service and Building Lasting Relationships

At arenaflex, we're committed to providing personalized attention for our associates, fostering a culture of growth, and helping our team members reach their personal and professional goals. As a Customer Care Coordinator, you'll play a vital role in delivering exceptional service, building lasting relationships with our customers, and driving business growth.

About arenaflex

arenaflex is a leading provider of innovative solutions and services, dedicated to making a positive impact on our customers' lives. Our commitment to excellence, customer satisfaction, and employee development sets us apart in the industry. With a strong focus on diversity, equity, and inclusion, we strive to create a workplace where everyone feels valued, respected, and empowered to succeed.

Position Overview

As a Customer Care Coordinator, you'll be the face of arenaflex, interacting with customers, resolving their concerns, and providing personalized solutions. You'll work closely with our branches and customers to ensure seamless communication, resolve issues efficiently, and maintain the highest level of customer satisfaction. Your exceptional communication skills, problem-solving abilities, and passion for delivering outstanding service will make you an invaluable asset to our team.

Responsibilities

• Receive and respond to inbound calls, resolving routine customer concerns (e.g., service, billing, results) in a timely and professional manner. Deviate from routine procedures to diagnose root causes of more complex customer issues.

• Coordinate and resolve customer follow-up requests as a liaison between branches and customers, ensuring the highest level of customer service.
• Prioritize open, overdue, and/or critical customer follow-up requests (CFRs) or customer concerns and escalate to management as needed.
• Review and respond to customer feedback collected through external sources, compiling statistical data (e.g., net promoter scores, or NPS), identifying trends, and reporting to the management team.
• Make contact with cancel request customers to retain business, probing to identify root causes and using approved customer save offers (e.g., discounts, service calls) to retain customers.
• Complete special projects to support branch operations and efficiency, as assigned.
• Enter and maintain customer data (e.g., contact information, service plan, billing information) into the customer database accurately and timely.
• Research customer database for account and service history and information to resolve customer concerns.
• Follow standard policies, procedures, and scripting when interacting with and resolving customer concerns to ensure quality outcomes.
• Assess customer needs for additional services and up-sell as appropriate.
• Identify and communicate improvement opportunities or trends impacting the customer experience to management.
• Receive customers and vendors at assigned branches, as needed.

Education and Experience Requirements

• High school diploma/GED required; Associate's degree preferred.

• 2-3 years of customer service experience required.
• Experience resolving escalated customer service issues required.
• Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint) required.

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Regularly required to:

• Sit, stand, and walk
• Use hands and arms to handle, feel, or reach
• Speak and hear
• Use close vision abilities

Occasionally required to:

• Lift or move up to 25 lbs
• Stoop, kneel, crouch, or crawl

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Noise level:

• Low to moderate

Adverse Conditions:

• Minimal

Ability to speak, read, and write fluently in English is required. You MUST BE physically located in the United States while performing this job.

arenaflex's Commitment to Diversity and Inclusion

arenaflex is proud to affirm our commitment to hiring veterans. We recognize and appreciate the exceptional skills, dedication, and leadership that veterans bring to the workforce. By fostering an inclusive and diverse environment, we aim to leverage the unique experiences of veterans, creating a richer, more dynamic workplace.

Compensation and Benefits

arenaflex offers a competitive salary range of $31,819.00 - $58,865.00, based on qualifications, experience, and other considerations permitted by law. Most candidates will start in the bottom half of the pay range, with the upper end reserved for candidates with extensive experience. In addition to monetary compensation, we offer benefits, including Medical/Dental/Vision insurance and Company-matching 401(k) in addition to other programs and perks.

How to Apply

If you're a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply to this position. Please submit your application through our website, including your resume, cover letter, and any relevant certifications or references. We look forward to reviewing your application and discussing this opportunity further. Apply to this job Apply for this job