Experienced Customer Support Representative – Remote Field Support Chat

At arenaflex, we're driven by our passion to create a smarter, cleaner, and more connected future. As a leading smart home company in the United States, we're dedicated to redefining the home experience with intelligent products and services. Our purpose is to proactively protect and keep our customers connected to home, no matter where they are. Join the arenaflex team to create smarter, safer, and more sustainable homes.

About arenaflex

arenaflex is a dynamic and innovative company that's revolutionizing the way people live and interact with their homes. With a focus on smart home technology and exceptional customer service, we're committed to delivering an unparalleled experience for our customers. Our team is passionate about creating a culture of excellence, innovation, and collaboration, and we're looking for talented individuals to join us on this exciting journey.

The Role

As a Field Support Chat Representative, you'll play a critical role in supporting our Field Service Professionals and Direct-To-Home Installation Pros during the installation and service of our Vivint system. You'll communicate via chats with some outbound calls as the pro has questions, experiences an error, or needs assistance with updating information. Your primary responsibility is to provide exceptional customer support, troubleshoot issues, and promote a trusted partnership with the Field Operations team.

Training and Onboarding

We're committed to providing our team members with the training and support they need to succeed. Our 4-week paid training program will equip you with the knowledge and skills necessary to excel in this role. You'll learn about our products and services, as well as our internal systems and processes. Our training program is designed to be engaging, interactive, and hands-on, and you'll have the opportunity to ask questions and receive feedback from our experienced trainers.

Post-Training Schedule

After completing our training program, you'll be scheduled to work permanent Sundays and one weekday off. This flexible schedule allows you to balance your work and personal life while still providing exceptional customer support to our customers.

Starting Pay and Benefits

We offer a competitive starting pay rate of $15.50 per hour, as well as a range of benefits and perks. Our benefits package includes health insurance, paid time off, and opportunities for career growth and development.

Essential Functions and Responsibilities

As a Field Support Chat Representative, your key responsibilities will include:

• Answering up to two chats at a time from Vivint employees needing account maintenance, equipment, and scheduling assistance
• Troubleshooting the app used by Field Professionals
• Helping to promote a trusted partnership with the Field Operations team
• Conducting scripted pre-install surveys and post-install surveys
• Answering questions about work order details for the Field
• Accurately documenting and updating records in required systems (mainly Salesforce)
• Advocating for Field Service Professionals and providing effective solutions
• Helping the Field understand their resources to reduce calls
• Documenting chat interactions for accurate trend reduction and issue tracking

Required Skills

To succeed in this role, you'll need to possess the following skills:

• Proficient communication skills (verbal and written)
• Friendly disposition – white glove customer service
• Excellent problem-solving skills to determine the best plan of action
• Ability to multi-task while using different internal programs
• Ability to adapt to system/process changes quickly while retaining new information

Minimum Requirements

To be considered for this role, you'll need to meet the following minimum requirements:

• High school graduate, GED, or equivalent
• Ability to work Saturdays
• Ability to take incoming chats for a full shift
• Ability to type a minimum of 35 wpm
• Ability to complete the 4 weeks of training with 100% attendance

Equipment Requirements

To perform this role, you'll need to provide your own equipment, which includes:

• A computer (laptop or desktop) that runs Windows 10
• A webcam
• A USB wired headset equipped with a microphone
• A computer with at least 16 GB of RAM
• Reliable internet with a minimum speed of 50 MBPS download and 25-50 MBPS upload speeds
• A wired internet connection

Work Environment Requirements

To work as a Field Support Chat Representative, you'll need to meet the following work environment requirements:

• Understand that you cannot be the primary caregiver for any children, other people, or pets while on shift
• Be able to type a minimum of 35 wpm
• Have a quiet and private location from which to work

Working Conditions

This job operates in a professional office environment, and you'll routinely use standard office equipment such as computers and phones.

Safety

arenaflex enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements, and you'll be expected to adhere to all written and verbal instructions, promptly report and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive, respectful, and free from discrimination.

How to Apply

If you're a motivated and customer-focused individual who's passionate about delivering exceptional service, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and learn more about your qualifications and experience. Apply Job! Apply for this job