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!" As a Customer Care Coordinator, you'll play a vital role in delivering exceptional service experiences to our customers, ensuring their needs are met, and exceeding their expectations.
**About arenaflex**
arenaflex is a leading provider of innovative solutions, dedicated to making a positive impact on the lives of our customers and communities. Our commitment to excellence, diversity, and inclusion drives our success, and we're proud to be an equal opportunity employer. We're passionate about creating a workplace where everyone feels valued, respected, and empowered to grow.
**Position Overview**
As a Customer Care Coordinator, you'll be the face of arenaflex, interacting with customers through inbound and outbound calls, emails, and other communication channels. Your primary responsibility will be to resolve customer concerns in a timely and professional manner, ensuring their satisfaction and loyalty. You'll work closely with our branches and customers to provide and maintain the highest level of customer service, identifying opportunities for improvement and implementing solutions to enhance the customer experience.
**Key Responsibilities**
* Receives inbound and makes outbound calls to resolve routine customer concerns (e.g., service, billing, results) in a timely and professional manner. May deviate from routine procedures to diagnose root cause of more complex customer issues.
* Coordinates and resolves customer follow-up requests as a liaison between branches and customers to provide and maintain the highest level of customer service.
* Prioritizes open, overdue, and/or critical customer follow-up requests (CFRs) or customer concerns and escalates to management as needed.
* Reviews and responds to customer feedback collected through external sources. Compiles statistical data (e.g., net promoter scores, or NPS), identifies trends, and reports to management team.
* Makes contact with cancel request customers to retain business. Probes to identify root cause and uses approved customer save offers (e.g., discounts, service calls) to retain customer.
* May complete special projects to support branch operations and efficiency.
* Enters and maintains customer data (e.g., contact information, service plan, billing information) into customer database accurately and timely.
* Researches customer database for account and service history and information to resolve customer concerns.
* Follows standard policies, procedures, and scripting when interacting with and resolving customer concerns to ensure quality outcomes.
* May assess customer needs for additional services and up-sell as appropriate.
* Identifies and communicates improvement opportunities or trends impacting the customer experience to management.
* May receive customers and vendors at assigned branch.
**Essential Qualifications**
* 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).
* Ability to speak, read, and write fluently in English.
* Physical presence in the United States while performing this job.
**Preferred Qualifications**
* Bachelor's degree in a related field (e.g., business, communications, marketing).
* Experience working in a call center or customer-facing environment.
* Knowledge of customer relationship management (CRM) software.
* Certification in customer service or a related field.
**Skills and Competencies**
* Excellent communication and interpersonal skills.
* Strong problem-solving and analytical skills.
* Ability to work in a fast-paced environment and prioritize multiple tasks.
* Strong customer service skills, with a focus on empathy and resolution.
* Ability to work independently and as part of a team.
* Strong organizational and time management skills.
* Ability to maintain confidentiality and handle sensitive information.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our associates grow and develop their careers. As a Customer Care Coordinator, you'll have opportunities to:
* Develop your customer service and communication skills.
* Learn about our products and services, and how to effectively communicate their value to customers.
* Work with a diverse team of professionals, learning from their experiences and perspectives.
* Participate in training and development programs to enhance your skills and knowledge.
* Take on additional responsibilities and challenges to advance your career.
**Work Environment and Company Culture**
arenaflex is a dynamic and inclusive workplace, where everyone feels valued and respected. Our culture is built on:
* Collaboration and teamwork.
* Open communication and feedback.
* Continuous learning and development.
* Diversity and inclusion.
* Community involvement and social responsibility.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including:
* Salary range: $33,410.00 - $60,138.00.
* Medical/Dental/Vision insurance.
* Company-matching 401(k) plan.
* Other programs and perks, including flexible work arrangements, employee recognition and rewards, and more.
**How to Apply**
If you're passionate about delivering exceptional customer service and want to join a dynamic and inclusive team, apply now! Visit our website at [arenaflex website URL] to submit your application, including your resume and a cover letter. We can't wait to hear from you!
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from diverse candidates, including minorities, women, protected veterans, and individuals with disabilities.
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