Job Description
At arenaflex, we're committed to providing exceptional customer experiences that exceed our customers' expectations. As a Senior Customer Service Representative, you'll play a vital role in delivering personalized attention to our customers, helping them achieve their lawn care goals. If you're passionate about delivering top-notch customer service, have a knack for problem-solving, and thrive in a dynamic team environment, we want to hear from you! **About arenaflex** arenaflex is a leading provider of lawn care services, dedicated to helping homeowners and businesses achieve their outdoor goals. With a focus on developing our people and building proud, dynamic teams, we strive to make arenaflex an employer of choice and a great place to work. Our commitment to diversity and inclusion, combined with our emphasis on employee growth and development, sets us apart from the competition. **Position Overview** As a Senior Customer Service Representative, you'll be responsible for receiving inbound calls to resolve routine and escalated customer service issues. You'll provide support and assistance to new hires and peers, coaching and mentoring them to develop job-specific skills. Your expertise will be invaluable in on-boarding, training, and quality assurance, ensuring that our customers receive the highest level of service. **Responsibilities** • Receive inbound customer service calls, assess root cause(s) of customer issues, and resolve customer concerns in a timely and professional manner to achieve the highest level of customer satisfaction. • Follow standard policies, procedures, and scripting when interacting with and resolving customer concerns to ensure quality outcomes. May deviate from standard scripts and processes to resolve escalated customer issues. • Apply customer service training and use prepared scripts to address and resolve customer concerns and overcome objections by telephone. • Enter and maintain customer data (e.g., contact information, service plan, billing information) into the customer database accurately and timely. • Assist management with seasonal recruiting by conducting phone screens using scripted interview guides. • Conduct new hire training as needed. Distribute and review materials to help facilitate the training and on-boarding. Provide one-on-one training and coaching on specific job duties as needed. • Lead and/or participate in frequent role-play activities with new hires and peers to practice and improve customer relations skills (e.g., scripting, overcoming customer objections) and effectiveness. • Conduct quality assurance calls and ensure adherence to standards, provide feedback and/or training as needed. • Monitor staffing coverage and call availability to ensure schedule adherence and customer responsiveness. • Review and ensure customer follow up requests (CFRs) are entered accurately and completely according to standard operating procedures. • Identify and communicate improvement opportunities or trends impacting the customer experience to management. **Education and Experience Requirements** • High school diploma/GED required. Associate’s degree preferred. • 2-3 years of customer service experience required • Call center or related experience strongly preferred **Knowledge, Skills, and Abilities** • Knowledge of lawn care services and products • Customer service skills, including conflict resolution and telemarketing • Accuracy and attention to detail for checking written and/or numerical data to detect errors or omissions • Selling skills, including up-selling and overcoming objections • Verbal and written communication skills • Mathematical skills to calculate (add, subtract, multiply, and divide) in all units of measure, using whole numbers and decimals to determine the rate, ratio, and percent • Ability to work independently under limited supervision • Coaching and mentoring skills • Computer skills with Microsoft Office applications (Word, Excel, Outlook) • Data entry skills • Time management skills, including punctuality for on-time attendance **Physical Demands & Working Conditions** The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Regularly required to: • Sit, stand, and walk • Use hands and arms to handle, feel or reach • Speak and hear • Use close vision abilities Occasionally required to: • Lift or move up to 25 lbs • Stoop, kneel, crouch or crawl The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Noise level: • Low to moderate Adverse Conditions: • Minimal Ability to speak, read and write fluently in English is required. **Work Environment and Company Culture** As a Senior Customer Service Representative at arenaflex, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences. Our open and inclusive culture encourages collaboration, creativity, and growth. You'll have opportunities to develop your skills, take on new challenges, and make a real impact on our customers' lives. **Career Growth Opportunities and Learning Benefits** We're committed to helping you grow and develop your career. As a Senior Customer Service Representative, you'll have access to: • Ongoing training and development programs to enhance your customer service skills • Opportunities to take on new challenges and responsibilities • Mentorship and coaching from experienced team members • A dynamic and supportive team environment that encourages collaboration and growth **Compensation, Perks, and Benefits** We offer a competitive compensation package, including: • A salary range of $31,819.00 - $58,865.00, based on qualifications and experience • Medical/Dental/Vision insurance • Company-matching 401(k) program • Other benefits and perks, including paid time off, holidays, and employee recognition programs **Diversity and Inclusion** We're committed to diversity and inclusion, and we encourage diverse candidates to apply to this position. arenaflex is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities. **How to Apply** If you're passionate about delivering exceptional customer service and have a knack for problem-solving, we want to hear from you! Apply now to join our dynamic team at arenaflex. Apply for this job