Experienced Customer Engagement Associate – Delivering Exceptional Service Across Multiple Channels

At arenaflex, we believe that our customers 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 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. This role is critical in supporting arenaflex's goals, and you'll be on the front lines of providing them the highest quality service.

About arenaflex

arenaflex is 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 our inception. It goes beyond new flavors and brands. We believe a diverse, equitable, and inclusive workplace makes us a stronger and more innovative company. This includes supporting 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.

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/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.
• Understands 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 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.

• Expansive & Diverse Customers: We work with a diversified group of customers which range from retail & grocery outlets, theme parks, movie theatres, restaurants, and many more each day.
• Skills: Computer Literacy, Customer Service, Detail-Oriented, Microsoft Office, Oral Communications, Recordkeeping, Relationship Building, Technical Support, Troubleshooting

Compensation & Benefits

* Pay Range: $48,400 - $55,900

• 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. It falls in the middle of the range for your role, indicating performance at target.

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. We believe that our culture is one of the reasons our company continues to thrive after 130+ years.

Work Environment & Company Culture

* TELEWORK: High-Speed Hard Wired Internet service is required, and an isolated environment within your home that removes all distractions and provides the professional experience for our customers as expected.

• Ability to work in a telecommuting environment being self-driven and self-motivated by retaining systems training, process training, and the ability to work virtually.

How to Apply

If you're passionate about delivering exceptional customer service and are looking for a challenging and rewarding role, we encourage you to apply. 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. Apply Job!

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class. Apply for this job