Job Description
Join arenaflex, a leading entertainment company, in providing exceptional customer experiences and driving growth through our subscription services. Are you passionate about delivering top-notch customer service and ensuring that our subscribers receive the best possible experience? Do you thrive in a fast-paced environment where no two days are the same? If so, we want to hear from you! arenaflex is seeking a Temporary Customer Support Representative to join our part-time team. As a key member of our customer support function, you will play a vital role in driving customer satisfaction and retention, which is directly tied to our subscription service growth.
About arenaflex arenaflex is home to a diverse range of entertainment networks, including UPtv, UP Faith & Family, and AspireTV. Our mission is to provide positive and authentic storytelling that resonates with our audience. We offer a unique blend of exclusive premiere movies, uplifting theatricals, and beloved series that cater to diverse tastes and preferences. Our commitment to delivering exceptional customer experiences is at the heart of everything we do. Essential Duties & Responsibilities As a Temporary Customer Support Representative, you will be responsible for: * Responding to subscriber questions and concerns in a timely manner to meet or improve upon arenaflex's service level goals.
* Responding and troubleshooting customer interactions across multiple communication channels and multiple devices. * Ensuring customer interactions consistently reflect arenaflex's brand values and communication strategy. * Reviewing reports from daily review sessions to understand trends with overall request volume, concentrations of issues with the platform, and the nature of customer comments on forums, in-app review, and social media. * Using ZenDesk data to monitor and uncover trends in volume, issues, and sentiment to drive process improvement and support management decision making.
Soft Skills (Interpersonal Skills) To succeed in this role, you will need to possess: * A passion for serving others, great written and customer service skills. * Ability to triage issues and clearly communicate solutions(s) in a concise manner. * Patience, tact, and the ability to adapt communication style to varying customers' personalities and levels of familiarity with SVOD technology. * Ability to perform calmly under pressure and to meet deadlines. * Strong EQ (Emotional Intelligence) with the ability to work cross-functionally with various and diverse teams both internally and externally.
* Continuous learning mindset, especially around the key elements of the service including distributors, platforms, and content. Education/Experience We are looking for candidates with: * Bachelor's degree in business, communications, or other relevant field, or equivalent years of experience strongly preferred. * 1+ years of previous experience in a customer-facing role, ideally in media, digital MVPD(s) or OTT SVOD service(s), project management, e-commerce, or retail. * Sufficient familiarity with streaming services and technology/apps to be able to assist in troubleshooting.
(Issues requiring deep technical understanding will be escalated to a dedicated programming team.) * Experience managing high-volume queues, preferably within a customer service environment. * A strong understanding of the digital streaming space. Skills
The ideal candidate will possess: * Proficiency with bolthires Office applications, especially Excel. * Experience with Zendesk or other customer support software. * The ability to work with various app platforms such as iOS, Android, bolthires Fire, Xbox, Tizen, bolthires TV, and Roku.
Other arenaflex is an equal opportunity employer and is committed to providing a non-discriminatory work environment. We provide reasonable accommodations for applicants and employees with disabilities and sincerely held religious beliefs. If you require an accommodation during the application process or to perform the essential functions of the job, please contact a company manager, a company officer, or TriNet to request such an accommodation. If you are passionate about delivering exceptional customer experiences and driving growth through our subscription services, and resume online at: For more information, visit www.uptv.com.