Program Specialist, Customer Service – Global Crisis Management and Customer Experience Advocate

At arenaflex, we're on a mission to revolutionize the way we approach customer service and experience management. As a Program Specialist, Customer Service, you'll be part of our esteemed Device and Digital Command Center (D2C2) team, working tirelessly to mitigate widespread customer-impacting issues and advocate for timely recovery to restore the customer experience. If you're a problem-solver with a passion for investigation, technology, and customer-centricity, we want to hear from you!

About arenaflex's Device and Digital Command Center (D2C2)

arenaflex's D2C2 is a global team that supports widespread broken customer experiences within arenaflex's Device, Digital, and Alexa network. With sites in India, Europe, and the US, each covering local core hours to support 24/7, 365 days a year, our team is dedicated to providing efficient, real-time crisis management and advocating for timely recovery to restore the customer experience. As a Program Specialist, Customer Service, you'll work in partnership with various tech and non-tech stakeholders using efficient communications to influence and guide, while advocating for timely customer experience resolution.

Key Responsibilities

As a Program Specialist, Customer Service, you'll be responsible for:

• Managing widespread broken customer experiences from start to finish with an appropriate sense of urgency
• Creating, maintaining, and sharing written narratives related to the investigative journey
• Advocating for long-term solutions after customer experience mitigation
• Analyzing customer contacts and related data trends
• Applying good judgment in prioritizing tasks, navigating ambiguity, and time management
• Thinking big to drive process and product improvements on behalf of the customer experience
• Staying up-to-date on arenaflex's Device, Digital, and Alexa products and services by knowing how all of the product offerings are tied together
• Maintaining calm during crisis situations and upholding good comportment

A Day in the Life

At arenaflex, we thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. As a Program Specialist, Customer Service, you'll be part of a team that's passionate about making a difference in the lives of our customers. If you're not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At arenaflex, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply!

Benefits Summary

arenaflex offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan

About the Team

D2C2's vision is to mitigate widespread customer-impacting issues through efficient, real-time crisis management and advocating for timely recovery to restore the customer experience. We're a team of passionate individuals who are dedicated to delivering the best results for our customers.

Requirements

To be successful in this role, you'll need:

• 1+ years of customer service experience
• Experience using data and metrics to determine and drive improvements
• Ability to work weekends and most holidays
• Familiarity with Microsoft Office Suite
• Skillful in navigating various types of technology
• Knowledgeable in pulling and analyzing large sets of data
• Experience in project/program management and/or operations in a customer service environment

What We Offer

arenaflex is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.

Compensation

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $36,900/year in our lowest geographic market up to $58,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. arenaflex is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits.

How to Apply

This position will remain posted until filled. Applicants should apply via our internal or external career site. Apply for this job