Experienced Customer Experience Specialist – Delivering Exceptional Support and Service in a Dynamic Event Production Environment

Introduction to arenaflex

arenaflex is a pioneering event production company that has been at the forefront of creating unforgettable experiences for over two decades. With a team of 85 friendly and dedicated professionals, we specialize in producing in-person, hybrid, and virtual events, as well as renting equipment that brings people together. Our client base is diverse, ranging from Fortune 500 companies to small businesses, and we take pride in providing the best customer experience in the events industry. At arenaflex, we value our employees and offer a unique work environment that is both dynamic and team-oriented, with a strong emphasis on entrepreneurship and growth.

About the Role

We are seeking an experienced Customer Experience Specialist to join our team and play a vital role in ensuring that every customer, prospective or current, receives exceptional service. As a Customer Experience Specialist at arenaflex, you will be responsible for providing timely and attentive responses to customer inquiries, resolving issues, and delivering support via phone, email, and chat. Your goal will be to create a positive experience for every customer interaction, aligning with our customer service philosophy and leaving a lasting impression on our clients.

Key Responsibilities

• Manage and oversee all live event issues and support, including troubleshooting technical support calls with technicians for AV equipment, with clients for technology equipment, and attendees with virtual platforms
• Document all event issues and changes, steps to resolution, and communication with clients and vendors
• Welcome potential customers to arenaflex and understand their needs to determine if their needs fall within our scope of services
• Process incoming sales inquiries by creating opportunities in our CRM (NetSuite) and routing callers to the appropriate person
• Provide administrative support to the sales team, including order entry, research, contract assistance, and other tasks as needed
• Complete a high volume of tasks each day by staying organized and efficient, ensuring that all customers receive timely and attentive responses and support

Who We're Looking For

The ideal candidate for this role is someone who is passionate about delivering exceptional customer experiences, builds trust quickly, communicates clearly, and welcomes tough challenges. You should be a team player who works well in a fast-paced environment, is adaptable, and can quickly change priorities when needed. As a strong communicator, you should be able to listen well, work with different communication styles, and be direct and clear in your interactions.

Essential Qualifications

• 2+ years of experience in a customer-facing role, preferably in the events or hospitality industry
• Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers and colleagues
• Strong problem-solving and conflict resolution skills, with the ability to think critically and outside the box
• Ability to work in a high-volume call environment, with a strong focus on providing timely and attentive responses to customer inquiries
• Proficiency in CRM software, preferably NetSuite, and ability to learn new systems and technologies quickly

Preferred Qualifications

• Experience working in a remote or virtual team environment, with the ability to self-motivate and work independently
• Knowledge of the events industry, including event production, AV equipment, and virtual platforms
• Experience with sales and marketing principles, including lead generation and conversion
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously

Career Growth and Development

At arenaflex, we are committed to the growth and development of our employees. As a Customer Experience Specialist, you will have the opportunity to develop your skills and knowledge in a dynamic and supportive environment. Within the first month, you will become proficient in our CRM system, understand our processes and team resources, and feel confident answering inbound calls and emails. Within three months, you will have proficiency in the role and multitask responsibilities with autonomy, and within six months, you will see growth and proficiency in your case-resolution skills and be an expert on our products and services.

Work Environment and Company Culture

arenaflex is a unique and dynamic work environment that values its employees and offers a range of benefits and perks. Our company culture is built on the principles of commitment, kindness, and humility, and we look for candidates who share these values. We offer a range of benefits, including full medical coverage, PTO, and paid holidays, as well as opportunities for professional growth and development. Our team is diverse and inclusive, and we encourage applications from candidates from all backgrounds and industries.

Compensation and Benefits

arenaflex offers a competitive salary range for this role, based on individual experience and qualifications. We also offer a range of benefits, including full medical coverage, PTO, and paid holidays, as well as opportunities for professional growth and development. Our benefits package includes:

• Full medical coverage (health, vision, dental, short-term disability, and life insurance)
• PTO and 9 paid holidays
• Annual profit-sharing bonus
• 100% charitable giving match
• Employer match 401k with subsidized brokerage fees
• Gym membership reimbursement
• Employee-led social action teams
• Fully paid parental leave
• Paid bereavement leave
• Fun social gatherings

Conclusion

If you are a motivated and customer-focused individual who is looking for a new challenge, we encourage you to apply for the Customer Experience Specialist role at arenaflex. With our dynamic and supportive work environment, competitive salary and benefits package, and opportunities for growth and development, this is an exciting opportunity to join a leading event production company and make a real difference in the lives of our customers. Apply now to take the first step in your new career!