At arenaflex, we're passionate about providing personalized attention to our associates, fostering a culture of growth, and making our company a great place to work. As a Senior Customer Service Representative, you'll play a vital role in delivering exceptional experiences for our customers, helping them achieve their goals, and exceeding their expectations.
**About arenaflex**
arenaflex is a leading provider of innovative solutions and services, dedicated to making a positive impact on people's lives. We're committed to developing our people, building proud and dynamic teams, and helping associates reach their personal and professional goals. Our focus on customer satisfaction, quality, and innovation has earned us a reputation as a trusted partner in the industry.
**Position Overview**
As a Senior Customer Service Representative, you'll be responsible for receiving inbound calls, resolving routine and escalated customer service issues, and providing support and assistance to new hires and peers. You'll also participate in coaching and mentoring, helping to develop and acquire job-specific skills, and contribute to on-boarding, training, and quality assurance.
**Responsibilities**
• **Customer Service Expertise**: Receive inbound customer service calls, assess root cause(s) of customer issues, and resolve customer concerns in a timely and professional manner to achieve the highest level of customer satisfaction.
• **Quality and Efficiency**: Follow standard policies, procedures, and scripting when interacting with and resolving customer concerns to ensure quality outcomes. May deviate from standard scripts and processes to resolve escalated customer issues.
• **Customer Data Management**: Enter and maintain customer data (e.g., contact information, service plan, billing information) into the customer database accurately and timely.
• **Recruiting and Training**: Assist management with seasonal recruiting by conducting phone screens using scripted interview guides. Conduct new hire training as needed, distributing and reviewing materials to facilitate the training and on-boarding process.
• **Leadership and Development**: Lead and/or participate in frequent role-play activities with new hires and peers to practice and improve customer relations skills (e.g., scripting, overcoming customer objections) and effectiveness.
• **Quality Assurance**: Conduct quality assurance calls and ensure adherence to standards, providing feedback and/or training as needed.
• **Staffing and Scheduling**: Monitor staffing coverage and call availability to ensure schedule adherence and customer responsiveness.
• **Continuous Improvement**: Identify and communicate improvement opportunities or trends impacting the customer experience to management.
**Education and Experience Requirements**
• **High School Diploma/GED**: Required
• **Associate's Degree**: Preferred
• **2-3 Years of Customer Service Experience**: Required
• **Call Center or Related Experience**: Strongly Preferred
**Knowledge, Skills, and Abilities**
• **Lawn Care Services and Products**: Knowledge of lawn care services and products
• **Customer Service Skills**: Customer service skills, including conflict resolution and telemarketing
• **Accuracy and Attention to Detail**: Accuracy and attention to detail for checking written and/or numerical data to detect errors or omissions
• **Selling Skills**: Selling skills, including up-selling and overcoming objections
• **Verbal and Written Communication**: Verbal and written communication skills
• **Mathematical Skills**: Mathematical skills to calculate (add, subtract, multiply, and divide) in all units of measure, using whole numbers and decimals to determine the rate, ratio, and percent
• **Coaching and Mentoring**: Coaching and mentoring skills
• **Computer Skills**: Computer skills with Microsoft Office applications (Word, Excel, Outlook)
• **Data Entry**: Data entry skills
• **Time Management**: Time management skills, including punctuality for on-time attendance
**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**
Ability to speak, read, and write fluently in English is required.
**Work Location**
You MUST BE physically located in the United States while performing this job.
**Veteran Affirmation**
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.
**Pay Ranges**
$31,819.00 - $58,865.00
This range is based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate's skills, experience, and geographic location, the expected quality and quantity of work, and internal pay alignment, as needed. Most candidates will start in the bottom half of the pay range. The upper end of the range will generally be reserved for candidates with extensive experience. An employee's pay history will not be a contributing factor where prohibited by local law.
**Benefits and Perks**
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.
**Diversity and Inclusion**
arenaflex is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.
**Equal Opportunity/Affirmative Action Employer**
We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities. To learn more, please visit EEOC/EEO | arenaflex (arenaflexjobs.com).
**California Residents**
When you express interest in or apply for a job with arenaflex Limited Partnership, we collect personal information about you, potentially including personal identifiers, contact information, protected classifications, pre-hire information, professional or employment-related information, education history, and/or medical information, for the following business purposes: to comply with state and federal law and regulations requiring employers to maintain certain records; to evaluate your job application and candidacy for employment; and to obtain and verify background checks (including criminal and motor vehicle records), pre-employment drug testing, and references.
**Massachusetts Residents**
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
**Pre-Employment Testing**
arenaflex performs pre-employment testing.
**Disclaimer**
To view our disclaimer, https://arenaflexjobs.com/us/en/disclaimer
**Apply Now**
Ready to join our team and deliver exceptional experiences for arenaflex customers? Apply now and take the first step towards a rewarding career with us!