Experienced Customer Support Coordinator – Omnichannel Support Environment

At arenaflex, we're dedicated to empowering people with hearing loss to connect with their world. As a remote Customer Support Coordinator, you'll play a pivotal role in our mission by providing efficient and friendly assistance to our customers in an omnichannel support environment. If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you.

About arenaflex

arenaflex is a data-thirsty, outcomes-driven organization that cares deeply about our employees and customers. We're led by a diverse crew of talented thinkers, creators, and doers who are as collaborative as they are compassionate. Our team includes individuals from various backgrounds, and we're proud to be an equal opportunity employer.

About the Role

As a Customer Support Coordinator at arenaflex, you'll be responsible for providing top-notch support to our customers through various channels, including phone calls, emails, live chats, and more. You'll work independently to complete administrative tasks, develop a working knowledge of our products, and ensure seamless coordination with other teams. Your primary goal will be to deliver exceptional customer experiences, resolve issues efficiently, and embody the arenaflex culture in every interaction.

Key Responsibilities:

* Complete inbound work in an omnichannel support environment, with a focus on phone calls but also including emails, customer tasks, live chats, and other channels

• Independently complete administrative tasks according to standard operating procedures, including:

+ Scheduling and rescheduling customer appointments + Processing order cancellations, returns, and warranties + Providing customers with shipping and order statuses + Placing orders for additional supplies

• Develop and maintain a working knowledge of our products to provide Level 1 Product Support information to customers
• Properly address and route customers' support needs, including complaints, leveraging a proficient and current understanding of arenaflex services
• Contribute to a larger team; meet department performance KPIs and productivity benchmarks, and adhere to expectations regarding time and attendance
• Ensure our customers' privacy and security; follow policies and procedures related to customer verification, data security, and other compliance requirements
• Act as an ambassador of the arenaflex culture by embodying our values in each internal and external interaction

What You'll Bring:

* 1+ years of previous experience working in a high-volume call center environment or providing remote (phone/video) customer support

• Strong written and verbal communication skills, delivered with a friendly and professional tone
• Demonstrated ability to effectively de-escalate and preempt frustration in customer interactions, fostering positive experiences and resolutions
• Intermediate to advanced computer skill proficiency and familiarity working with support software; Salesforce experience a plus
• Comfort working independently and efficiently in a fast-paced, high-touch support environment
• Strong written and verbal communication skills; ability to read, write, speak, and comprehend English effectively to assist customers via phone, video call, cases, real-time chats, and emails
• Ability to work one of the following schedules. Please indicate your 1st and 2nd preference within your application:

+ A: Sunday: 10am - 6pm (ET), Mon, Tue, Thu, Fri: 8am - 4pm (ET); OFF: Wednesday & Saturday + B: Saturday: 10am - 6pm (ET); Mon, Tue, Wed, Fri: 8am - 4pm (ET); OFF: Sunday & Thursday + C: Saturday & Sunday: 10am - 6pm (ET), Mon, Tue, Fri: 8am - 4pm (ET); OFF Wednesday & Thursday + D: Monday - Friday: 8am - 4pm (ET); OFF Saturday & Sunday

A Sneak Peek at Our Benefits:

* You're worth it. Our compensation is competitive ($20.00 to $24.00 per hour), and our 401k plan includes a 4% match.

• Take care of yourself and your loved ones. We offer excellent medical, vision, and dental insurance and contribute generously to it. Adding a new member to your family? We also provide 12-weeks paid parental leave.
• Fill that well! Whether you check out America's natural treasures or just veg out on your couch, enjoy your paid time off. We encourage time off.
• Be well! arenaflex offers a monthly wellness stipend to support you in prioritizing self-care - covering anything from gym memberships and fitness equipment to vitamins and spa visits.

Join Our Team

If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you. Apply now and let's discuss how you can become a vital part of our success story. Apply To This Job Apply for this job