Are you a people person with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are ever the same? Are you a problem-solver with a knack for turning potentially unpleasant situations into positive outcomes? If so, we want to hear from you!
At arenaflex, we're on a mission to revolutionize the way we interact with our guests, and we're looking for talented Customer Service Agents to join our team. As a Retail Customer Service Agent, you'll be the face and voice of our hotel, casino, and resort operations across the country. You'll have the opportunity to work with fellow sports fans in an exciting and fun working environment, where every day is a new chance to make a difference.
**About arenaflex**
arenaflex is a leading entertainment company with a rich history of innovation and excellence. With a portfolio of 43 properties across 20 states, we're committed to delivering unforgettable experiences for our guests. Our team is passionate about creating a culture of fun, inclusivity, and community, and we're looking for like-minded individuals to join our ranks.
**Key Responsibilities**
As a Retail Customer Service Agent, you'll be responsible for providing exceptional customer service to our guests via phone, live chat, and email. Your typical workday will involve:
* Communicating with guests to ensure a seamless customer experience and providing comprehensive information on our hotel and casino properties
* Using internal resources and systems to view guest account statuses and histories, and using this information to assist guests over the phone
* Providing an exclusive level of customer service during every conversation, demonstrating friendliness, care, and building value in the arenaflex brand
* Assisting guests with booking hotel reservations, providing relevant information about the property, and addressing the guest's inquiry while sustaining company conversion rate expectations
* Operating our telephone call service by answering and transferring inbound phone calls and executing outbound phone calls when applicable
* Answering guest questions about arenaflex hotel properties, casino property information, occasional PENNPlay account information, and property event information
* Following various internal standard operating procedures to escalate issues to casino property personnel or use your resources to find applicable answers for the consumer on any questions you may not know the answer to immediately
* Delivering exceptional performance results in customer satisfaction while maintaining a positive tone with consumers over the phone and demonstrating patience and understanding regardless of the situation
* Collaborating with your leaders and fellow team members to stay current of daily occurrences at our properties and within our backend systems that are impactful to the player experience
* Maintaining a strong track record for punctuality and attendance
* Performing other duties as assigned
**Qualification Requirements**
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* Must be at least 21 years of age
* High School diploma required; College degree or progress toward a college degree preferred
* Heightened sense of urgency and passion to learn new things
* Highly developed sense of integrity and commitment to guest satisfaction
* Demonstrated passion for excellence with respect to treating and caring for guests
* Ability to type quickly and write with good grammar and punctuation
* Strong attention to detail is a must!
* Must be an analytical thinker
* Ability to maintain a friendly disposition under heavy pressure
* Great problem-solving abilities
* Ability to interpret incomplete or cryptic messages that might be written by English as a second language customers
* Have the ability to work some holidays and weekends
**What We Offer**
* Competitive compensation package
* Comprehensive Benefits package
* Fun, relaxed work environment
* Tuition Reimbursement & Professional Development Programs
**Why Join arenaflex?**
At arenaflex, we're committed to creating a culture of fun, inclusivity, and community. Our team is passionate about delivering exceptional customer experiences, and we're looking for like-minded individuals to join our ranks. As a Retail Customer Service Agent, you'll have the opportunity to:
* Work with fellow sports fans in an exciting and fun working environment
* Develop in-depth knowledge of our hotel and casino properties
* Build strong relationships with guests and colleagues alike
* Take advantage of comprehensive training and development programs
* Enjoy a competitive compensation package and comprehensive benefits
* Make a real difference in the lives of our guests
**How to Apply**
If you're a motivated and customer-focused individual with a passion for delivering exceptional experiences, we want to hear from you! Apply now to join our team of talented Retail Customer Service Agents and become a part of the arenaflex family.
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