Job Description
At arenaflex, we're dedicated to providing exceptional customer service and support to those affected by the 2020 Labor Day wildfires in Oregon. As a key member of our Virtual Customer Service team, you'll play a vital role in helping customers navigate program pathways and access vital resources for disaster recovery. If you're a self-motivated, energetic, and customer-focused individual with a passion for making a difference, we want to hear from you. About arenaflex arenaflex is a leading provider of innovative solutions and services that empower individuals and communities to thrive in the face of adversity.
Our team is comprised of dedicated professionals who share a common goal: to make a positive impact on the lives of those we serve. As a Virtual Customer Service Agent, you'll be part of a dynamic team that's committed to delivering exceptional service and support to our customers. Key Responsibilities As a Virtual Customer Service Agent, you'll be responsible for: * Responding to customer inquiries and requests for information, and providing status updates, guidance, and information as outlined and defined in approved Desk Reference Guides and policies and procedures.
* Accessing internal and client systems, interpreting screens, updating screens, and entering contact notes in automated systems. * Providing exemplary customer service while educating customers on program features and service offerings. * Communicating with client staff as required and forwarding Case and Customer information when necessary, via telephone, facsimile, or email or other electronic transmission for further processing in accordance with the approved Desk Reference Guides. * Accurately identifying customer accounts to effectively determine program eligibility.
* Actively listening to customer needs and taking initiative to seek actionable solutions to customer goals or problems. * Staying abreast of marketing activities and providing feedback on program marketing reactions to continue development and enhancement of the energy programs. * Completing all commitments offered to customers in a timely manner; i.e., call backs, application updates, email responses, etc. * Identifying and resolving customer issues with professionalism and collaboration with cross-functional team members as appropriate.
* Performing assigned duties with minimal supervision, but also working in a team problem-solving environment. * Following all policies and guidelines set by arenaflex. * Maintaining confidentiality regarding company and customer information. Qualifications To be successful in this role, you'll need: * A minimum of 1 year of customer service experience, with previous experience as a customer service representative in a call center preferred. * A high school diploma or equivalent, with a college degree or some college training preferred.
* The ability to successfully pass a drug and criminal background check. * Strong diction, grammar, voice quality, and articulation, with proficiency in computer and customer service skills and experience. * An entrepreneurial mindset, high energy, and self-motivation, with a strong bias for action and work ethic. * The ability to work with minimal day-to-day direction. * Superior interpersonal skills, including courtesy, professionalism, empathy, and a cooperative attitude. * The ability to use a computer and navigate at high functionality.
* An action-oriented and results-driven individual who likes to be the one-stop solution for customers. * Excellent oral and written communication skills. * Flexibility with the capacity to thrive in a high-change business environment. Skills and Competencies To excel in this role, you'll need to possess: * Strong communication and interpersonal skills, with the ability to build rapport with customers and colleagues. * Excellent problem-solving and analytical skills, with the ability to think critically and make sound decisions.
* Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines. * Proficiency in computer software and systems, including CRM systems and other relevant tools. * The ability to work collaboratively in a matrix team environment, with a strong focus on teamwork and collaboration. * A customer-centric approach, with a focus on delivering exceptional service and support. Career Growth Opportunities and Learning Benefits At arenaflex, we're committed to helping our employees grow and develop their careers.
As a Virtual Customer Service Agent, you'll have access to: * Comprehensive training and development programs, including technical and programmatic training. * Opportunities for career advancement and professional growth. * A collaborative and supportive work environment, with a focus on teamwork and collaboration. * A competitive compensation and benefits package, including health insurance, retirement plans, and paid time off. Work Environment and Company Culture arenaflex is a dynamic and fast-paced work environment, with a focus on innovation and customer satisfaction.
As a Virtual Customer Service Agent, you'll work in a remote setting, with the flexibility to work from home or a designated remote workspace. Our company culture is built on a foundation of teamwork, collaboration, and customer focus, with a strong emphasis on: * Customer satisfaction and loyalty. * Employee engagement and satisfaction. * Innovation and continuous improvement. * Diversity, equity, and inclusion. Compensation, Perks, and Benefits arenaflex offers a competitive compensation and benefits package, including: * A competitive hourly rate, with opportunities for overtime and bonuses.
* Comprehensive health insurance, including medical, dental, and vision coverage. * Retirement plans, including a 401(k) or other retirement savings plan. * Paid time off, including vacation, sick leave, and holidays. * Opportunities for professional development and career advancement. * A collaborative and supportive work environment, with a focus on teamwork and collaboration. If you're a motivated and customer-focused individual with a passion for making a difference, we want to hear from you. To apply for this exciting opportunity, please submit your resume and a cover letter outlining your qualifications and experience.
We can't wait to hear from you!