Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in a fast-paced, dynamic environment where no two interactions are the same? If so, we invite you to join arenaflex as a Customer Service Representative – Work From Home. As a key member of our Member Services Call Center team, you will be the first point of contact for our members, providing top-notch support and resolving issues with empathy and expertise.
**About arenaflex**
arenaflex is a nationally recognized company with over 100 years of experience in providing exceptional service to our members. We are committed to building strong relationships with our customers and delivering value through our products and services. Our team is dedicated to creating a positive and inclusive work environment that fosters growth, learning, and collaboration.
**What You'll Do**
As a Customer Service Representative – Work From Home, you will be responsible for:
* Analyzing customer requests and determining if the request is eligible based on customer account
* Identifying members' needs, managing the interaction, and providing customer service in the resolution of customer inquiries
* Performing basic troubleshooting for customers' technical issues as needed
* Utilizing customer service standards and membership policies, exercising discretion when necessary, to meet volume expectations
* Performing business retention activities, including educating customers and members on product and service offerings
* Escalating customer issues as needed to manager/supervisor and respective administrative department
* Contributing to a positive team dynamic through respectful interactions, positive contributions, and active collaboration to achieve department and organizational goals
* Incorporating arenaflex's vision, mission, and values in day-to-day activities and behaviors; guiding and motivating others to remain committed to arenaflex's vision, mission, and values
**Required Skills**
* Ability to understand Washington road systems and read maps
* Knowledgeable of de-escalation techniques, such as empathy and compassion, to meet the needs of members in times of stress
* Ability to adjust style and approach to suit situations that involve rapidly changing tasks, shifting priorities, and simultaneous demands
* Ability to communicate clearly and professionally both verbally and in writing, including effective use of listening skills
* Skilled in working independently, prioritizing assignments, and following through on assignments with minimal direction
* Ability to make timely and sound decisions and convey the necessary authority and confidence in all interactions
* Ability to notice discrepancies and inconsistencies in available information
* Ability to establish and maintain cooperative working relationships
* Skilled in establishing rapport and gaining the trust of others
**Desired Skills**
* Skilled in providing customer service on multiple channels, including voice and email to field various types of calls
* Ability to serve as a subject matter expert on self-service options on arenaflex's website and mobile application platforms
* Experience serving as a mentor to team members and providing guidance for escalated issues and coaching
**Minimum Qualifications**
* High School diploma or GED
* 1+ year experience in a customer service role (Level I)
* 2+ year experience in a customer service role (Level II)
* 4+ year experience in a customer service role (Level III)
**Preferred Qualifications**
* Experience working in a call center environment
* Experience working in a 24/7 environment
**Position Logistics**
* The training period is 5 weeks and provided in a virtual environment
* Your work schedule during the first 5 weeks of training is Monday - Friday 8 am to 4:30 pm
* Upon completion of training, you will be assigned a 1st or 2nd shift that could be any day of the week, though you will always have two days off in a row
**Benefits**
* Health insurance (medical, vision, prescription drug, and dental)
* Up to 22 days of Paid Time Off in the first year for vacation or sick leave
* Eleven paid holidays, including MLK and Juneteenth
* 401(k) with Employer Match
* Life and LTD insurance
* Flexible Spending Accounts
* Travel, Insurance, and Membership Discounts
* 4 hours of Volunteer Time Off every year
* Free Premier RV arenaflex membership
**Salary Range**
* Level I: $18.41 - $22.55 per hour
* Level II: $20.63 - $25.27 per hour
* Level III: $22.60 - $28.54 per hour
**Join Our Team!**
This is a fantastic opportunity to grow your career. If you have the skills and passion we're looking for, please submit your application today. We are committed to hiring and retaining diverse and inclusive staff. We are interested in every qualified candidate who is eligible to work in the United States; however, we do not sponsor visas. We do not provide relocation assistance. The expectation for this position is that the employee lives within our Washington/Idaho service area. arenaflex is a drug-free workplace.