At arenaflex, we're revolutionizing the way people connect with local economies, and we're looking for a talented Customer Advocate to join our team. As a Customer Advocate, you'll be the voice of our Dashers, working closely with them to resolve issues, provide feedback, and help innovate the future of our Support Operations Dasher Service Model. If you're passionate about delivering exceptional customer experiences, have a knack for problem-solving, and thrive in a fast-paced environment, we want to hear from you.
**About the Team**
The Final Dashination Customer Advocate team is a dynamic group of experts who support Dashers dealing with unique issues that don't have standard solutions. We're a team of innovators, always looking for ways to improve the Dasher experience and create a positive impact on our support operations. Our objective is to provide a personalized experience that resolves the Dasher's issue in a highly satisfactory manner, while also learning from the experience and sending suggestions to Business Process owners for the creation of Knowledge Base articles that don't exist.
**About the Role**
As a Customer Advocate, you'll be responsible for end-to-end support of our Dashers, owning concerns, escalating as needed, and providing feedback and solutions to partners about issues that negatively impact our Dashers. You'll leverage appropriate tools, escalation channels, and make empowered decisions that lead to a win-win situation for Dashers and arenaflex. You'll own any and all issues, make proactive calls based on campaigns, and follow through on every issue. Using your de-escalation and problem-solving skills, you'll help innovate the future of the Support Operations Dasher Service Model.
**Key Responsibilities**
* Provide exceptional customer support to Dashers, resolving issues in a timely and satisfactory manner
* Own concerns, escalating as needed, and providing feedback and solutions to partners about issues that negatively impact our Dashers
* Leverage appropriate tools, escalation channels, and make empowered decisions that lead to a win-win situation for Dashers and arenaflex
* Participate in new strategies, processes, and programs to help increase Dasher retention
* Work cross-functionally with partners to be the voice of the Dasher for our products, services, processes, and policies
* Deal with ambiguity by conducting pilot programs designed to improve the overall Dasher experience
* Create a delightful, consultative, Dasher experience that exceeds the Dasher's expectations while understanding their needs and providing them the appropriate arenaflex solution
**Essential Qualifications**
* At least 6+ months of agent experience in 2 lines of business supporting Dashers
* Ranked in the top 10% of your current Line of Business
* Consistently achieve a QA score of 90% or better
* Enthusiastic about our Dashers and always want to help them succeed
* Self-motivated and have a bias towards action, able to thrive in a fast-paced, constantly changing work environment
* Experience with de-escalating Dashers and turning detractors into lifelong promoters of arenaflex
**Nice to Haves**
* Experienced in the Dasher LOB
**Skills and Competencies**
* Excellent communication and problem-solving skills
* Ability to adapt to changing priorities and deadlines
* Strong analytical and critical thinking skills
* Ability to work independently and as part of a team
* Experience with customer relationship management (CRM) software
* Strong knowledge of arenaflex products and services
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to supporting our employees' growth and development. As a Customer Advocate, you'll have the opportunity to:
* Work closely with cross-functional teams to drive innovation and improvement
* Participate in training and development programs to enhance your skills and knowledge
* Take on new challenges and responsibilities as you grow in your role
* Collaborate with other teams to drive business growth and success
**Work Environment and Company Culture**
arenaflex is a dynamic and fast-paced company that's passionate about delivering exceptional customer experiences. Our company culture is built on the following values:
* We're leaders: Leadership is not limited to our management team. It's something everyone at arenaflex embraces and embodies.
* We're doers: We believe the only way to predict the future is to build it. Creating solutions that will lead our company and our industry is what we do -- on every project, every day.
* We're learners: Everyone here is continually learning on the job, no matter if we've been in a role for one year or one minute.
* We're customer-obsessed: Our mission is to grow and empower local economies. We are committed to our Dashers, merchants, and customers and believe in connecting people with possibility.
* We're all arenaflex: The magic of arenaflex is our people, together making our inspiring goals attainable and driving us to greater heights.
**Compensation, Perks, and Benefits**
arenaflex offers a comprehensive benefits package, including:
* Competitive salary and bonus structure
* Comprehensive health benefits, including medical, dental, and vision coverage
* 401(k) matching program
* Paid time off and holidays
* Flexible work arrangements, including remote work options
* Professional development opportunities and training programs
* Access to cutting-edge technology and tools
* Collaborative and dynamic work environment
**How to Apply**
If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you!
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