Experienced Customer Experience Representative – Delivering Exceptional Service to Local Pizzerias

At arenaflex, we're passionate about empowering local pizzerias to thrive in a rapidly changing market. Our innovative technology and services help independent restaurants compete with major franchises, while maintaining their unique character and community spirit. As a Customer Experience Representative, you'll play a vital role in delivering exceptional service to our valued customers, ensuring they receive the best possible experience with our Supplies vertical, "The Goods."

The Challenge to Solve

Buying affordable, high-quality supplies is a significant challenge facing local independent restaurants today. They often pay higher prices than franchises and must use outdated systems to place and receive orders. arenaflex's Supplies vertical aims to solve this challenge by providing local pizzeria owners with the ability to order high-quality supplies at unmatched prices, on demand, in just a few clicks.

The Role

As a Customer Experience Representative, you'll be responsible for providing exemplary service and the best partner experience for shops purchasing supplies from arenaflex. This includes both inbound and outbound communications. You'll manage relationships with existing Supplies customers, partnering with Supplies operations leads to help partners track existing customers, take orders, upsell and cross-sell customers, and help customers place reorders based on their buying patterns and preferences.

Key Responsibilities:

* Quickly and effectively make outgoing supplies reorder calls and handle incoming reorder calls for The Goods, across our markets

• Upsell customers onto additional supplies products and upsell them onto additional arenaflex products like Smart Buttons and OBM
• Keep track of existing customer preferences (e.g., what day and time they like to place orders, what they like to order), and track whether they have been contacted. Flag customers that are a churn risk
• Handle partner complaints (account issue, financial issue, menu issue, GMB complaint, technical issue, order issue, discount complaint, etc) related to our product, trying to offer the best solution on the first contact, and then routing them to the Dedicated AMs when the first contact solution is not possible
• Identify opportunities for improvements and provide product feedback and new recommendations based on requests from restaurants

Your Day-to-Day:

* Managing processes on Shopify for the Supplies team

• Managing data for new and prospective customers in Salesforce
• Ensuring all communication is logged, information is accurate, and documents are attached
• Answering customer inquiries, responding to, delegating, and prioritizing all partner text communication (SMS, Chat, Email)
• Contributing to a "play to win" mentality to the team and coming in every day with a positive mental attitude

The Winning Recipe:

We're looking for proactive, persistent, and adaptable individuals who succeed in high-growth working environments. If you're a team player with a passion for delivering exceptional customer experiences, we want to hear from you.

Essential Qualifications:

* Verbal and written English skills; minimum C1 level

• Proven ability to manage listings efficiently
• Proficient in Google Docs and Excel with the ability to quickly learn new software (MS Office, Google, Apple, Yelp)
• Team player/flexible to support market leads as needs arise
• Graduated with a bachelor's degree
• Quick learner and self-motivator, able to work independently once onboarded
• Stellar time management skills with the ability to recognize and focus on high-priority tasks

Preferred Qualifications:

* Prior sales experience

• Experience working in a customer-facing role
• Knowledge of the pizza industry or related experience

The Extras:

Working at arenaflex comes with a comprehensive set of benefits, including:

• Training upon start of the role to ensure success within the team
• Company structure that encourages career development, strong career path in sales; you will be recognized for hard work
• A team obsessed with ping pong tournaments, pizza Fridays, and summer parties!
• A working environment that promotes open communication based on our core values
• Wellbeing + learning and development program

The Hiring Process:

Here's what we expect the hiring process for this role to be, should all go well with your candidacy (please note, this is subject to change). This entire process is expected to take ~2 weeks to complete. 1. Application 2. 20-minute video call with recruiter 3. 30-minute 1:1 with Hiring Manager 4. 30-minute 1:1 with VP, The Goods

Equal Opportunity Employer:

arenaflex is an Equal Opportunity Employer and embraces a diversity of backgrounds, cultures, and perspectives. We do not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law. We are also proud members of the Diversity Mark NI initiative as a Bronze Member.

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