Executive Escalation and Customer Care Specialist – Driving Customer Satisfaction and Process Improvement at arenaflex

At arenaflex, we're on a mission to revolutionize the way governments and their constituents interact with each other. Our cutting-edge technology solutions have been transforming the Govtech industry for over two decades, empowering stronger relationships between government and residents across the globe. As a key member of our Executive Escalation and Customer Care Team, you'll play a vital role in resolving customer care issues, driving process improvements, and delivering exceptional support to our Government Experience Cloud Services customers.

About arenaflex

arenaflex is a leading provider of cloud-based solutions for governments, powering an unmatched Subscriber Network that serves over 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers. Our comprehensive suite of digital solutions includes communications, government website design, meeting and agenda management software, records management, and digital services. By simplifying interactions with residents and disseminating critical information, we bring governments closer to the people they serve, driving meaningful change for communities around the world.

What You'll Do

As an Executive Escalation and Customer Care Specialist at arenaflex, your impact will be felt across the organization. You'll be responsible for:

• Helping customers resolve care issues and driving toward escalated case resolution
• Identifying and measuring the root cause of customer experience failures
• Presenting findings and recommendations to key stakeholders to fix process or technology issues
• Reporting on projects, initiatives, and processes under your care
• Responding to enquiries from arenaflex executives and customer-facing teams about escalations
• Providing advice and directions to Technical Support regarding escalated cases
• Communicating effectively and professionally with other departments to research complaints and find a path to resolution
• Recognizing system and quality concerns contributing to poor customer experiences and communicating as appropriate both internally and externally
• Submitting coaching feedback, news articles, and blurbs to ensure Technical Support is consistently kept up to date

You'll Love This Job If...

* You have exceptionally strong customer handling and conflict resolution skills

• You're an excellent decision-maker, able to effectively manage the needs of the customer and business
• You're goal-driven, able to step back and look at the bigger picture, and able to deal with ambiguity
• You have a relentless customer-centricity with excellent English communication skills, both verbal and written
• You have 2-3 years of prior experience in Customer Care or Technical Support services
• You're able to work independently, self-motivated, and demonstrate flexibility in approaching responsibilities and change

Security and Privacy Requirements

As an arenaflex employee, you'll be responsible for:

• Preserving the Confidentiality, Integrity, and Availability (CIA) of arenaflex information assets in accordance with our information security program
• Ensuring the data privacy of our employees and customers, and taking all required privacy training in a timely manner, in accordance with company policies

Don't Have All the Skills/Experience?

Don't worry! At arenaflex, we're building diverse, inclusive teams. We don't have degree requirements for most of our roles. If you don't meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

The Team

We're a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

At arenaflex, we're building a transparent, inclusive, and safe space for everyone who wants to be part of our journey. Some highlights of our culture include:

• Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more
• Special guests from time to time to discuss issues that impact our employee population

The Impact

We're proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place – quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.

Equal Employment Opportunities

arenaflex is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status, or any other status protected by applicable law.

Ready to Join the arenaflex Team?

If you're passionate about delivering exceptional customer care and driving process improvements, we want to hear from you! Apply now to become an Executive Escalation and Customer Care Specialist at arenaflex. Apply for this job