At arenaflex, we believe that our consumers are at the heart of our business, and we've created a platform that enables us to engage directly with them. Our next-generation listening and publishing capabilities are at the forefront of this transformation, and we've built dedicated global leadership to ensure end-to-end social listening across all markets. In this role, you'll provide exceptional service and support to our customer base, whether it's established, new, internal, or external customers. You'll handle routine customer service inquiries, as well as escalation calls, related to mechanical service calls and general customer service inquiries via various communication channels.
**About arenaflex**
arenaflex is a global leader in the beverage industry, with a portfolio of iconic and innovative brands that represent over 250 products, including some of the most popular brands in the world. We work with a diversified group of customers, ranging from retail and grocery outlets to theme parks, movie theaters, restaurants, and many more. Our purpose is to refresh the world and make a difference, and we're taking deliberate action to nurture an inclusive culture that's grounded in our company purpose.
**Job Summary**
As an Experienced Customer Engagement Associate, you'll be on the front lines of providing exceptional customer service and support to our global customer base. You'll act as a company ambassador, accurately diagnosing service issues to deliver high-quality service via multiple customer contact channels. You'll provide equipment service and general customer support through successful resolution, accurately capture the voice of our customers to drive first-call resolution across functions, and utilize effective communication skills to ensure customer expectations are successfully achieved with all internal and external stakeholders.
**Key Responsibilities**
- Act as a company ambassador through accurately diagnosing service issues to deliver high-quality service via multiple customer contact channels.
- Provide equipment service and general customer support through successful resolution.
- Accurately capture the voice of our customers to drive first-call resolution across functions.
- Utilize effective communication skills to ensure customer expectations are successfully achieved with all internal and external stakeholders.
- Actively listen to customer inquiries and apply job knowledge to accurately complete the necessary request to ensure customer satisfaction.
- Research account call history and use applicable resources/tools to problem-solve and make appropriate decisions to meet customer's needs and resolve issues.
- Escalate customer issues within established guidelines to ensure timely resolution.
- Understand performance metrics and apply knowledge to improve quality and capabilities to meet and/or exceed goals.
- Ensure new/revised processes are understood and immediately applied to customer interactions.
- Access multiple system applications simultaneously to effectively service customers.
- Actively participate and contribute in engagement and team-building activities.
- Assist with projects per business needs.
**Qualification & Requirements**
- High School Diploma or equivalent.
- 2+ years of customer service or contact center experience with great communication and people skills.
- Microsoft Office experience required.
- CRM experience preferred, but not required.
**What We Can Do For You**
- Iconic & Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world, including arenaflex brands.
- Expansive & Diverse Customers: We work with a diversified group of customers, ranging from retail and grocery outlets to theme parks, movie theaters, restaurants, and many more.
- Skills: Computer Literacy, Customer Service, Detail-Oriented, Microsoft Office, Oral Communications, Recordkeeping, Relationship Building, Technical Support, Troubleshooting.
- Pay Range: $48,400 - $55,900 Base pay offered may vary depending on geography, job-related knowledge, skills, and experience.
- A full range of medical, financial, and/or other benefits, dependent on the position, is offered.
- Annual Incentive Reference Value Percentage: 7.5 Annual Incentive reference value is a market-based competitive value for your role.
**Our Purpose and Growth Culture**
We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what's possible, and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive, and agile – and value how we work as much as what we achieve.
**Work Environment and Company Culture Highlights**
- We are a global community of passionate employees who are refreshing the world and making a difference every day.
- Innovation has been at the heart of our story since 1886.
- We believe a diverse, equitable, and inclusive workplace makes us a stronger and more innovative company.
- We support the financial and personal well-being of our employees.
- We empower each and every one of our employees across the globe to prioritize their career development by building capabilities, developing new skills, and leaning into new experiences.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service and support, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about our hiring process and tips on how to showcase your experience and skills so you can stand out and thrive.
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