Are you a customer service rockstar with a passion for delivering exceptional experiences? Do you thrive in a fast-paced environment where no two days are ever the same? Look no further! arenaflex is seeking an experienced Full Stack Customer Service Representative to join our team in Wichita, Kansas. As a key member of our customer service team, you will be responsible for providing top-notch support to our clients, resolving complex issues, and driving customer satisfaction.
**About arenaflex**
arenaflex is a leading provider of business process outsourcing, staff augmentation, and IT services. We help our clients take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. With a diverse lineup of tech-enabled business services operating companies, arenaflex is the holding company for a range of innovative brands, including Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736).
**Job Summary**
As a Full Stack Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, resolving complex issues, and driving customer satisfaction. You will be the primary point of contact for our clients, handling inbound and outbound calls, emails, and chats. You will also be responsible for researching and resolving customer complaints, providing product information, and upselling/cross-selling our services.
**Key Responsibilities**
* Handle inbound and outbound calls, emails, and chats in a courteous, timely, and professional manner
* Listen to customers, understand their needs, and resolve customer issues
* Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
* Follow the processes of the Client program and perform all tasks in a courteous and professional manner
* Utilize systems and technology to complete account management tasks
* Accurately document and process customer claims in appropriate systems
* Follow all required scripts, policies, and procedures
* Utilize knowledge base and training to accurately answer customer questions
* Comply with requirements surrounding confidential information and personal information
* Appropriately escalate customer issues with the managerial team
* Escalate customer issues to the appropriate staff and managerial for resolution as needed
* Ensure first call resolution through problems solving and effective call handling
* Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
* Adhere to all attendance and work schedule requirements
**Essential Qualifications**
* Must be 18 years of age or older
* High school diploma or equivalent
* Experience with data-entry utilizing a computer
* The ability to read and speak English fluently
* Have a wired, high-speed internet connection (Download speed of 20Mbps+)
* Excellent organizational, written, and oral communication skills
* The ability to type swiftly and accurately (20+ words a minute)
* Ability to work regularly scheduled shifts within our hours of operation including the training period
* Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
* Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
* Highly reliable with the ability to maintain regular attendance and punctuality
* The ability to evaluate, troubleshoot, and follow-up on customer issues
* An aptitude for conflict resolution, problem solving and negotiation
* Must be customer service oriented (empathetic, responsive, patient, and conscientious)
* Ability to multi-task, stay focused, and self-manage
* Strong team orientation and customer focus
* The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
* Excellent interpersonal skills and the ability to build relationships with your team and customers
**Preferred Qualifications**
* One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
* State or Federal work experience
**Work Environment and Culture**
arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive. We believe that our employees are our greatest asset, and we strive to provide a workplace that is engaging, challenging, and rewarding. Our culture is built on the principles of teamwork, innovation, and customer satisfaction.
**Compensation and Benefits**
arenaflex offers a competitive compensation package, including a base salary, commissions, and bonuses. We also offer a range of benefits, including medical, dental, and vision coverage, paid time off, and paid holidays. Our employees also have access to a range of training and development opportunities, including on-the-job training, coaching, and mentoring.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to our online application system.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive, diverse, and supportive. We do not discriminate on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.
**Reasonable Accommodation**
Consistent with the Americans with Disabilities Act (ADA), it is the policy of arenaflex to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.
**Disclaimer**
The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.
The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.
**COVID-19 Response**
arenaflex has taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe. Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation. For more information on arenaflex's response to COVID-19, please visit our website.