Experienced Remote Call Center Customer Service Representative – Inbound and Outbound Calls, Product Knowledge, and Exceptional Client Service

Introduction to arenaflex

arenaflex is a dynamic and innovative organization dedicated to providing individualized support and tools to navigate the visual world. Our mission is to ensure that the quality of one's sight does not determine the quality of one's life. We believe in creating a world where everyone can live the life they want, regardless of their vision. As a team of professionals, we are committed to our mission and strive to provide a climate of respect that is supportive of everyone's individual success.

Job Overview

We are seeking an experienced and skilled Call Center Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for building customer relationships via the telephone in a dynamic, fast-paced environment. You will deliver excellent customer service and product knowledge to both internal and external customers, providing professional customer service and product consultation during interactions with customers, peers, management, partners, and other agency departments.

Key Responsibilities

• Receive in-bound and place out-bound calls in accordance with a set script, providing excellent customer service to customers and partners with a high degree of product and service knowledge.
• Assist the department in meeting customer service goals and service level agreements, achieving all requirements outlined in the Call Center Department Handbook.
• Serve customers through a variety of methods, including in-person, by phone, through e-mails, in writing, web-forms, and using chat, maintaining accurate records of customer interactions and service.
• Process orders, respond to inquiries and questions, handle complaints, troubleshoot problems, and provide information according to procedure, making decisions on customer requests using established guidelines.
• Take accountability to follow through on all issues, meeting requirements as set by the contract, which may be subject to change, and learning and continuing to reinforce current product knowledge relative to customer needs and inquiries.
• Utilize reference materials to assist and resolve any inquiries, maintaining the strictest confidentiality and privacy of customer and agency information, and performing other relevant duties as assigned.

Essential Qualifications

• Minimum High School Diploma or GED, Bachelor's Degree preferred.
• Prior customer service experience is desired, with proficiency in basic computer skills, and if applicable, prior use of Assistive Technology desirable, most notably with JAWS and MAGIC for visual adaptation.
• Bilingual capability is a plus.
• Must be able to type 30 wpm, with excellent interpersonal skills and the ability to work in partnership with others.
• Excellent communication skills, both written and verbal, with strong organizational skills and attention to detail.
• Ability to handle stressful situations, accept constructive feedback, and adapt accordingly, in relation to the needs of this position.
• Proficient with Microsoft Office (Outlook, Word, Excel) and Internet navigation.

Preferred Qualifications

• Experience working in a call center environment, with knowledge of customer service principles and practices.
• Ability to work a schedule that may include nights, weekends, and holidays, including variable shifts.
• Strong problem-solving skills, with the ability to think critically and make sound decisions.
• Ability to learn and demonstrate knowledge of products and services that will be supported.

Skills and Competencies

• Excellent customer service skills, with the ability to provide professional and courteous service to customers.
• Strong communication and interpersonal skills, with the ability to work effectively with others.
• Ability to work in a fast-paced environment, with a high degree of accuracy and attention to detail.
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Ability to adapt to changing situations and priorities, with a positive and flexible attitude.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to providing our employees with opportunities for growth and development. As a Call Center Customer Service Representative, you will have the opportunity to learn and develop new skills, with ongoing training and support to help you succeed in your role. You will also have the opportunity to advance within the company, with a clear path for career progression and professional development.

Work Environment and Company Culture

arenaflex is a dynamic and innovative organization, with a positive and supportive work environment. We are committed to creating a climate of respect that is supportive of everyone's individual success, with a strong focus on diversity and inclusion. Our company culture is built on the values of empathy, professionalism, and respect, with a commitment to providing individualized support and tools to navigate the visual world.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, with a range of perks and benefits to support your well-being and success. These may include health insurance, retirement savings, paid time off, and ongoing training and development opportunities. We are committed to providing our employees with a positive and supportive work environment, with a range of benefits to support your physical, emotional, and financial well-being.

Conclusion

If you are a motivated and customer-focused individual, with a passion for providing exceptional service and support, we encourage you to apply for this exciting opportunity. As a Call Center Customer Service Representative at arenaflex, you will have the opportunity to make a real difference in the lives of our customers, while developing your skills and advancing your career. Don't miss out on this chance to join our dynamic and innovative team – apply today!