Experienced Customer Care Coordinator – Delivering Exceptional Service and Building Lasting Relationships

At arenaflex, we're committed to providing personalized attention for our associates, fostering a culture of growth, and making our company a great place to work. As a Customer Care Coordinator, you'll play a vital role in delivering exceptional service to our customers, resolving their concerns in a timely and professional manner, and building lasting relationships that drive loyalty and retention.

About arenaflex

arenaflex is a leading provider of innovative solutions and services, dedicated to making a positive impact on our customers' lives. With a strong commitment to diversity, equity, and inclusion, we strive to create a workplace that values and celebrates individual differences. Our team is passionate about delivering exceptional service, and we're looking for talented individuals like you to join our ranks.

Position Overview

As a Customer Care Coordinator, you'll be the primary point of contact for our customers, handling inbound and outbound calls, emails, and other communication channels. Your primary responsibility will be to resolve customer concerns in a timely and professional manner, ensuring that our customers receive the highest level of service and support. You'll work closely with our branches and customers to provide and maintain exceptional customer service, identifying opportunities for improvement and implementing solutions to drive customer satisfaction.

Responsibilities

* Receives inbound and makes outbound calls to resolve routine customer concerns (e.g., service, billing, results) in a timely and professional manner. May deviate from routine procedures to diagnose root cause of more complex customer issues.

• Coordinates and resolves customer follow-up requests as a liaison between branches and customers to provide and maintain the highest level of customer service.
• Prioritizes open, overdue, and/or critical customer follow-up requests (CFRs) or customer concerns and escalates to management as needed.
• Reviews and responds to customer feedback collected through external sources. Compiles statistical data (e.g., net promoter scores, or NPS), identifies trends, and reports to management team.
• Makes contact with cancel request customers to retain business. Probes to identify root cause and uses approved customer save offers (e.g., discounts, service calls) to retain customer.
• May complete special projects to support branch operations and efficiency
• Enters and maintains customer data (e.g., contact information, service plan, billing information) into customer database accurately and timely.
• Researches customer database for account and service history and information to resolve customer concerns.
• Follows standard policies, procedures, and scripting when interacting with and resolving customer concerns to ensure quality outcomes.
• May assess customer needs for additional services and up-sell as appropriate.
• Identifies and communicates improvement opportunities or trends impacting the customer experience to management.
• May receive customers and vendors at assigned branch.

Education and Experience Requirements

* High school diploma/GED required. Associate's degree preferred.

• 2-3 years of customer service experience required
• Experience resolving escalated customer service issues required
• Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)

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. You MUST BE physically located in the United States while performing this job.

Benefits and Compensation

arenaflex offers a competitive compensation package, including a salary range of $31,819.00 - $58,865.00, based on qualifications, experience, and other considerations permitted by law. In addition to monetary compensation, we offer benefits, including Medical/Dental/Vision insurance and Company-matching 401(k) in addition to other programs and perks.

Diversity, Equity, and Inclusion

arenaflex is committed to diversity, equity, and inclusion, and we encourage diverse candidates to apply to this position. We're 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 building lasting relationships, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about arenaflex and our commitment to diversity, equity, and inclusion. Apply for this job