At arenaflex, we're committed to providing personalized attention for our associates, building proud, dynamic teams, and helping associates reach their personal and professional goals. We continuously strive to make arenaflex an employer of choice and a great place to work!
**Position Overview**
As an Experienced Customer Care Coordinator at arenaflex, you'll play a vital role in resolving customer concerns in a timely and professional manner. You'll be the liaison between branches and customers, providing and maintaining the highest level of customer service. Your exceptional communication skills, attention to detail, and ability to think critically will enable you to diagnose root causes of complex customer issues and provide effective solutions.
**Responsibilities**
* Receive and make outbound calls to resolve routine customer concerns (e.g., service, billing, results) in a timely and professional manner. Deviate from routine procedures to diagnose root cause of more complex customer issues.
* Coordinate and resolve customer follow-up requests as a liaison between branches and customers to provide and maintain the highest level of customer service.
* Prioritize open, overdue, and/or critical customer follow-up requests or customer concerns and escalate to management as needed.
* Review and respond to customer feedback collected through external sources. Compile statistical data (e.g., net promoter scores, or NPS), identify trends, and report to management team.
* Make contact with cancel request customers to retain business. Probe to identify root cause and use approved customer save offers (e.g., discounts, service calls) to retain customer.
* Complete special projects to support branch operations and efficiency.
* Enter and maintain customer data (e.g., contact information, service plan, billing information) into customer database accurately and timely.
* Research customer database for account and service history and information to resolve customer concerns.
* Follow standard policies, procedures, and scripting when interacting with and resolving customer concerns to ensure quality outcomes.
* Assess customer needs for additional services and up-sell as appropriate.
* Identify and communicate improvement opportunities or trends impacting the customer experience to management.
* Receive customers and vendors at assigned branch.
**Education and Experience Requirements**
* High school diploma/GED required. Associate's degree preferred.
* 2-3 years of customer service experience required.
* Experience resolving escalated customer service issues required.
* Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
**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 is required.
You MUST BE physically located in the United States while performing this job.
**Diversity, Equity, and Inclusion**
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.
**Compensation and Benefits**
arenaflex offers a competitive salary range of $31,819.00 - $58,865.00, based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. 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.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex.
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**Disclaimer**
arenaflex performs pre-employment testing. To view our disclaimer, please visit https://arenaflexjobs.com/us/en/disclaimer.
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