Experienced Technical Customer Service Representative – Delivering Exceptional Support for Parenting and Infant Wellbeing Products via Phone, Email, and Chat

Introduction to arenaflex arenaflex is a certified B-Corp, women-owned corporation, and Best Workplace winner dedicated to team member happiness. We are passionate about delivering "more human" customer service, and our core values are central to how we do business. As a leader in providing elevated customer experiences, we have partnered with iconic brands to support their customers with world-class service. Our mission is to create a supportive workplace where we listen to one another, feel comfortable sharing ideas, and work together to achieve our goals. Job Overview We are seeking an experienced Technical Customer Service Representative to join our team, providing authentic, world-class customer experiences for our clients' customers via phone, email, and chat. As a Technical Customer Service Representative, you will be dedicated to providing customer care and technical support for a company focused on parenting and infant wellbeing, including their intelligent products and applications on iOS and Android platforms. This is a 100% remote, work-at-home position, and we are looking for individuals who reside in select US locations, including AR, AZ, FL, GA, IL, IN, KY, MD, NC, NM, NV, OH, SC, TN, TX, UT, VA, or WI. Key Responsibilities Handle customer requests and interactions on behalf of arenaflex clients via phone, chat, and email with phone as the primary focus and channel Represent a diverse lineup of products and brands committed to customer service excellence with a high level of expertise, positive energy, and a can-do spirit Create positive customer touchpoints via phone, chat, e-mail, and SMS using a friendly, respectful, and professional tone while exhibiting genuine empathy Utilize critical thinking skills to analyze information, provide accurate troubleshooting of product and related support; diagnose and resolve issues following best practices and guidelines Assist with device installation, app setup, and configuration Conduct initial troubleshooting and technical assistance to customers, resolving basic technical issues, including network connectivity and device configuration and escalating complex problems to higher support levels when necessary Attend training and meetings as required to stay up to date with new information about the brand, products, services, processes, and policies Meet performance metrics including Customer satisfaction (CSAT), average handle time, quality, productivity, etc. Demonstrate social responsibility through ethical practices, showing awareness and respect for others and their differences, and supporting initiatives to promote diversity and inclusion in the workplace Essential Qualifications 1+ years of demonstrated experience and success in customer service High School diploma or equivalent Technical proficiency in problem-solving and troubleshooting; has working knowledge of desktop platforms and mobile devices and has the ability to learn new technology quickly Effective communication skills, both written and verbal, with the ability to adjust style to customer demographics Polite, friendly, and courteous demeanor when engaged with customers via phone, email, SMS or chat Responds positively to change, accepting of coaching and feedback, embracing and using new learning to accomplish complex or difficult challenges Detail-oriented with a focus on quality and accuracy, and has a strong sense of urgency to meet goals Able to accurately document customer interaction details with limited errors Can type at least 35 WPM with proper spelling and grammar A home-office environment that is ergonomically sound and conducive to taking customer calls, internet connection, USB wired headset, router, modem, webcam, and a computer system that meets arenaflex policies and maintenance requirements, including system upgrades as applicable, which may change over time Preferred Qualifications Experience in a virtual contact center environment Experience with troubleshooting apps on both iOS and Android platforms preferred Training and Development Virtual training starts March 22, 2024, from 12pm–7pm ET, Monday–Friday. Training is paid, and you will have the opportunity to learn about our brand, products, services, processes, and policies. Our training program is designed to equip you with the skills and knowledge necessary to deliver exceptional customer experiences. Compensation and Benefits We offer a competitive hourly rate of $16.00 for a Technical Customer Service Representative, Level 1. Our benefits package for full-time team members includes, but is not limited to medical, dental, and vision insurance, paid time off, flexible spending accounts, and life insurance. We are committed to providing a supportive and inclusive work environment that fosters growth, innovation, and happiness. Career Growth Opportunities At arenaflex, we believe in creating opportunities for our team members to grow and develop their careers. We offer training and development programs, mentorship, and opportunities for advancement. Our goal is to help you achieve your career goals and provide you with the support and resources necessary to succeed. Work Environment and Company Culture arenaflex is committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. We believe that our individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities, and talent that our team members invest in their work represent a significant part of not only our culture but our reputation and the company's achievement. We are an Equal Employment Opportunity and Affirmative Action Employer committed to providing equal employment opportunities for all qualified individuals without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. Conclusion If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Technical Customer Service Representative at arenaflex, you will have the opportunity to work with a talented team of professionals who share your passion for customer service and your commitment to excellence. Apply now and join our team of dedicated professionals who are making a difference in the lives of our customers. 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