At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed expectations. As a Customer Solutions Specialist I, you'll play a vital role in resolving homeowner and service professional escalations, ensuring our customers receive the highest level of service and satisfaction. If you're passionate about delivering top-notch customer service, have a knack for problem-solving, and thrive in a fast-paced environment, we want to hear from you.
**About arenaflex**
arenaflex is a leading provider of innovative solutions for homeowners and service professionals. With a network of over 200,000 skilled local pros and a platform that makes it easy to find the right one for any project, we've helped over 150 million homeowners care for their homes over the last 25+ years. Our mission is simple: Get all your home service jobs done well. We're committed to delivering exceptional customer experiences, and we're looking for talented individuals like you to join our team.
**Job Summary**
As a Customer Solutions Specialist I, you'll be responsible for handling homeowner and service professional escalations, providing solutions to resolve complaints while mitigating ongoing risk. You'll utilize empathy and discernment to address consumer complaints, de-escalate complaints in line with arenaflex's Operating Principles, and evaluate risk and nature of customer concern to provide an appropriate solution within company guidelines. You'll also provide high-level customer service for both email ticketing and phone, with excellent written and verbal skills.
**Key Responsibilities**
* Utilize empathy and discernment to address consumer complaints
* De-escalate complaints in line with arenaflex's Operating Principles
* Evaluate risk and nature of customer concern to provide an appropriate solution within company guidelines and maintain a high-quality marketplace
* Evaluate case documents, pictures, and proof provided in respect to process, policy, and identify next steps for the customer
* Provide high-level customer service for both email ticketing and phone, with excellent written and verbal skills
* When applicable, take steps to minimize exposure to pro accounts
* A willingness to assist with any escalations-related tasks as business needs dictate
**What We're Looking For**
* 2+ years in customer service, showcasing thorough, professional, and consistent communication
* Comfort with maintaining a high volume of cases and outbound calls each day
* Ability to make critical decisions autonomously
* Ability to think on your feet and pivot quickly
* Ability to have tough conversations, handle objections, and utilize strong problem-solving skills
* Ability to work in an environment that is unpredictable and fast-paced
* Comfortable working with escalated calls using strong emotional intelligence
* Growth mindset – you crave coaching and feedback and are able to implement as necessary
* Track record of adhering to company policies, including account notation, call documentation, and QA
* Empathetic listener who can communicate extremely clearly and concisely both verbally and in written forms
* Strong desire to succeed and grow
* Positive, professional, and high-energy attitude with a strong ability to multitask
* Strong computer skills required, particularly with internet and applications – ie. Salesforce, Google Suite
* Ability to work remote from a private setting, with hardwire and high-speed internet connection to utilize phone headset for up to 8 hours per day
**Why Join arenaflex?**
* Competitive salary: $18.00-$20.00/hr
* Eligible for a competitive annual performance bonus
* Full medical, dental, vision package to fit your needs
* Generous Paid Time Off policy
* Pet discount plans & retirement plan with company match (401K)
* The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world
**Diversity, Equity, and Inclusion**
We value diversity and believe that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.
**Equal Employment Opportunity**
arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
**Apply Now**
Don't miss out on this exciting role. We're looking forward to hearing from you. Apply now to join our team and start your future at arenaflex.