**Join arenaflex's dynamic team as an Experienced Customer Service Representative - Hybrid Remote in Traverse City, MI. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service, resolving issues, and providing a world-class experience for our customers.**
**About arenaflex**
arenaflex is a leading organization in the industry, committed to providing innovative solutions and exceptional customer service. Our team is passionate about making a difference in the lives of our customers, and we're looking for like-minded individuals to join our team. As a hybrid remote Customer Service Representative, you will have the opportunity to work from our Traverse City, MI office or remotely, depending on your preference.
**Job Summary**
We're seeking an experienced Customer Service Representative to join our team in Traverse City, MI. As a Customer Service Representative, you will be responsible for:
* Answering inbound phone calls on a multi-line system, booking jobs, and providing customers with information about arenaflex's services
* Effectively handling complaints, resolving issues, and providing a world-class customer experience
* Completing data entry, collecting payments, and monitoring Geotab for truck locations
* Communicating effectively with field staff, customers, and management
* Participating in on-call shifts, responding to Answering Service texts and office emails, and maintaining a quiet environment to converse with customers
**Essential Job Functions**
* CSR/Phone Management:
+ Answers inbound phone calls on a multi-line system, books jobs, and enters data into SB when necessary
+ Books only the jobs the company wants, enters proper notes, and accurate data entry at time of booking
+ Continually checks routing to ensure optimization
+ Collects payments
+ Office Email Account: responds to all emails promptly and appropriately
+ Podium Leads: monitors leads and responds promptly
+ Slack: Actively participates through the entire shift, checks Pinned messages at the start of shift
+ Ability to take on additional duties without losing focus on inbound calls and customer service
+ Communicates effectively with field staff as necessary
+ Monitors Geotab for truck locations
* Customer Service:
+ Ensures company is providing World Class Customer Service through the entire process
+ Proactively handles customer issues (phone calls and emails) by investigating complaints and identifying solutions
+ If necessary, escalates customer issues to manager
* On Call:
+ All of the above duties apply to On Call shifts
+ Has Ipad on hand and charged for use for the duration of the On Call shift
+ Responds to Answering Service texts and office emails within 10 minutes of receipt
+ Maintains a quiet environment to converse with customers
+ Communicates all necessary items to manager, next CSR on duty, or field techs as needed
**Skills, Knowledge, Experience, and Physical Demands**
* Required:
+ Ability to communicate clearly
+ Possesses patience
+ Ability to think critically
+ Ability to communicate in a respectful and friendly manner
+ Ability to proactively resolve issues as they arise
* Personal Characteristics:
+ Driven with strong ambition for problem-solving and perseverance
+ Strong attention to detail and willingness to learn
+ Positive attitude
+ Enjoys communicating with customers
* Preferred:
+ 1 year relevant training and/or experience in customer service industry
+ Basic customer service knowledge and abilities
**Work Environment and Company Culture**
* Work Location: Hybrid remote in Traverse City, MI 49684
* Work Schedule: Monday-Friday, occasional weekend shifts
* Reports to: Customer Service Manager
* arenaflex is committed to providing a positive and supportive work environment, with opportunities for growth and development.
**Compensation, Perks, and Benefits**
* $18 - $21 per hour
* Benefits:
+ 401(k) matching
+ Dental insurance
+ Health insurance
+ Health savings account
+ Paid time off
+ Vision insurance
* arenaflex offers a comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) matching program.
**Career Growth Opportunities and Learning Benefits**
* arenaflex is committed to providing opportunities for growth and development, with training and development programs to help you succeed in your role.
* As a hybrid remote Customer Service Representative, you will have the opportunity to work from our Traverse City, MI office or remotely, depending on your preference.
**How to Apply**
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!