Experienced Field Support Chat Representative - Remote Customer Service

At arenaflex, we're driven by our passion to create a smarter, cleaner, and more connected future. As a leading provider of innovative energy solutions, we're dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the arenaflex team to create smarter, safer, and more sustainable homes.

About the Role:

As an Experienced Field Support Chat Representative, you will play a vital role in supporting our Field Service Professionals and Direct-To-Home Installation Pros during the installation and service of our Vivint system. You will communicate via chats with some outbound calls as the pro has questions, experiences an error, or needs assistance with updating information. This role is fully remote, allowing you to work from the comfort of your own home.

Training and Schedule:

Our comprehensive training program will equip you with the skills and knowledge necessary to excel in this role. You will undergo 4 weeks of paid, mandatory training, Monday through Friday. After training, you will work a permanent Sunday and have one weekday off. This schedule allows you to maintain a healthy work-life balance while still delivering exceptional support to our customers.

Key Responsibilities:

* Answer up to two chats at a time from Vivint employees needing account maintenance, equipment, and scheduling assistance

• Troubleshoot an app that the Field Professionals utilize
• Help promote a trusted partnership with the Field Operations team
• Conduct scripted pre-install surveys and post-install surveys
• Answer questions about work order details for the Field
• Accurately document and update records in required systems (Mainly Salesforce)
• Be a Field Service Professional advocate: someone that can relate to them and provide effective solutions
• Help the Field understand their resources to reduce calls
• Document Chat interactions for accurate trend reduction and issue tracking

Required Skills:

* Proficient communication skills (verbal and written)

• Friendly disposition - White glove customer service
• Excellent problem-solving skills to determine the best plan of action
• Must be able to multi-task while using different internal programs
• Ability to adapt to system/process changes quickly while retaining new information

Minimum Requirements:

* High School Graduate, GED, or equivalent

• Must be able to work Saturdays
• Ability to take incoming chats for a full shift
• Be able to type a minimum of 35 wpm
• Must be able to complete the 4 weeks of training with 100% attendance

Equipment Requirements:

* Must be able to provide your own equipment, including: + A computer (laptop or desktop) that runs Windows 10 + A webcam + A USB wired headset equipped with a microphone + Reliable internet: 50 MBPS download and 25-50 MBPS upload speeds + A wired internet connection

Work Environment Requirements:

* Understand 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

• This role routinely uses 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
• Employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public
• Employee must 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

Compensation and Benefits:

* Starting pay: $15.50 per hour

• Comprehensive training program
• Permanent Sunday and one weekday off
• Opportunity to work in a remote environment
• Access to cutting-edge technology and tools
• Collaborative and dynamic work environment
• Opportunities for career growth and professional development

How to Apply:

If you're a motivated and customer-focused individual who is passionate about delivering exceptional support, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the "Apply for the job now!" link below. Apply for the job now! Don't miss this chance to join a dynamic team that is shaping the future of energy solutions. Apply today and take the first step towards a rewarding career with arenaflex! Apply for this job