At arenaflex, we're dedicated to providing personalized attention for our associates, focusing on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make arenaflex an employer of choice and "a great place to work!" As a Customer Care Coordinator, you'll play a vital role in delivering exceptional service and building lasting relationships with our customers. If you're passionate about providing top-notch customer care and have a knack for resolving complex issues, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of innovative solutions and services, committed to making a positive impact on our customers' lives. Our team is passionate about delivering exceptional experiences, and we're looking for like-minded individuals to join our dynamic team. As a Customer Care Coordinator, you'll be part of a collaborative and supportive environment where you'll have the opportunity to grow and develop your skills.
**Key Responsibilities**
As a Customer Care Coordinator, you'll be responsible for:
* Receiving inbound and making outbound calls to resolve routine customer concerns (e.g., service, billing, results) in a timely and professional manner. You'll also deviate from routine procedures to diagnose the root cause of more complex customer issues.
* Coordinating and resolving customer follow-up requests as a liaison between branches and customers to provide and maintain the highest level of customer service.
* Prioritizing open, overdue, and/or critical customer follow-up requests or customer concerns and escalating to management as needed.
* Reviewing and responding to customer feedback collected through external sources. You'll compile statistical data (e.g., net promoter scores, or NPS), identify trends, and report to the management team.
* Making contact with cancel request customers to retain business. You'll probe to identify the root cause and use approved customer save offers (e.g., discounts, service calls) to retain the customer.
* Completing special projects to support branch operations and efficiency.
* Entering and maintaining customer data (e.g., contact information, service plan, billing information) into the customer database accurately and timely.
* Researching customer database for account and service history and information to resolve customer concerns.
* Following standard policies, procedures, and scripting when interacting with and resolving customer concerns to ensure quality outcomes.
* Assessing customer needs for additional services and up-selling as appropriate.
* Identifying and communicating improvement opportunities or trends impacting the customer experience to management.
* Receiving customers and vendors at assigned branches.
**Essential and Preferred Qualifications**
* 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).
* Ability to speak, read, and write fluently in English.
* You MUST BE physically located in the United States while performing this job.
**Skills and Competencies**
* Excellent communication and interpersonal skills.
* Strong problem-solving and analytical skills.
* Ability to work in a fast-paced environment and prioritize tasks effectively.
* Strong customer service skills and a passion for delivering exceptional experiences.
* Ability to work collaboratively as part of a team.
* Strong organizational and time management skills.
* Ability to maintain confidentiality and handle sensitive information.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our associates grow and develop their skills. As a Customer Care Coordinator, you'll have access to:
* Ongoing training and development opportunities to enhance your skills and knowledge.
* A collaborative and supportive environment where you can learn from your colleagues and share your expertise.
* Opportunities for career advancement and professional growth.
* A comprehensive benefits package, including medical, dental, and vision insurance, as well as a company-matching 401(k) plan.
**Work Environment and Company Culture**
arenaflex is a dynamic and inclusive workplace where you'll have the opportunity to work with a talented team of professionals. As a Customer Care Coordinator, you'll be part of a collaborative and supportive environment where you can grow and develop your skills. We're committed to making arenaflex an employer of choice and "a great place to work!"
**Compensation, Perks, and Benefits**
arenaflex offers a competitive salary range of $33,410.00 - $60,138.00, based on qualifications, experience, and other considerations permitted by law. In addition to monetary compensation, we offer a comprehensive benefits package, including:
* Medical, dental, and vision insurance.
* Company-matching 401(k) plan.
* Paid time off and holidays.
* Opportunities for career advancement and professional growth.
**Diversity and Inclusion**
arenaflex is committed to diversity and inclusion. 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**
Ready to join our team? Click the link below to apply for this exciting opportunity:
**Disclaimer**
arenaflex performs pre-employment testing. To view our disclaimer, please visit [insert link].