At arenaflex, we're revolutionizing the way enterprises connect with consumers through our AI-powered conversational outreach strategy. As a Customer Experience Chatroom Operator, you'll play a vital role in ensuring that our clients receive exceptional customer service, while also helping to inform our natural language model and drive meaningful conversations. If you're a customer service-driven individual with a passion for conversation and a knack for handling the unexpected, we want to hear from you!
**About arenaflex**
arenaflex enables enterprises to capture intent and drive meaningful conversations through our proprietary natural language processing model. With over half a billion humanized conversations under our belt, we've established ourselves as the platform of choice for some of the world's most recognizable enterprises. Our focus on empowering enterprises to connect with consumers has sparked rapid growth since our founding in 2016, and we're now looking to accelerate the next era of growth and expansion of our team.
**Job Overview**
We're seeking a highly skilled and customer-focused individual to join our Conversion Improvement team as a Customer Experience Chatroom Operator. This role requires a unique blend of customer service skills, attention to detail, and the ability to think on your feet. As a Customer Experience Chatroom Operator, you'll be responsible for responding to inbound messages via our chat room, creating ad-hoc responses that are both relevant and compliant, and escalating conversations to leadership when needed.
**Key Responsibilities**
* Respond to inbound messages via our chat room to leads regarding questions or concerns around the product or service, utilizing point and click frequently asked questions canned responses.
* Create responses ad-hoc that are both relevant, appropriate, and compliant to the records industry and vertical.
* Escalate conversations to leadership when needed.
* Document frequently asked questions for continual improvement.
* Add relevancy to canned responses.
* Maintain 98% or above accuracy in response handling.
* Maintain a Replies per Hour rate of 60 replies per hour worked.
* Other projects as assigned.
**Essential Qualifications**
* Experience in a Customer Service Chatroom environment.
* Experience with writing responses to consumers in a real-time, chat-based environment.
* Familiarity with verticals like Automobile Insurance, Health Insurance, Prescription Drug Plans.
* Professionalism in all interactions.
* Exceptional attention to detail, high standard of excellence/perfection.
* Comfortability on a computer, advanced typing skills (cannot hunt and peck).
* Good grammatical, spelling, and logic skills. Free typed response must be grammar checked and spell checked.
* Exceptional verbal, communication, and written skills.
* Reliable and responsible to a designated schedule.
* Must have reliable strong internet/WiFi.
**Preferred Qualifications**
* College Degree.
* Experience with natural language processing or AI-powered conversational outreach strategies.
**Core Values**
At arenaflex, we're committed to living by our core values every day. These values are:
* **Lean**: We find the right mix between administration and simply doing things. Over complicating tasks can add time without providing benefit, however just doing things without a plan can add time when course correction is required. To exceed, we finish work in a timely manner while reviewing to make sure we are striking the right balance between the two. Implementing streamlining methods to existing processes ensure we evolve and stay lean.
* **Passion**: Expressing passion daily is the desire to do the job but evolving in the job to expand beyond the base role and taking on additional projects and roles to help teams outside your own while maintaining your individual workload. Understanding that all of the activities we take are to enable our clients, and thus arenaflex as a whole to be successful. Asking the question, "How is what I am doing today, enabling the success of my teammates and my clients".
* **Happiness**: Finding the balance in both your personal and work life. Participating in group and team activities as you see fit but understanding that life is about more than just coming into the office daily. arenaflex has telecommute possibility available, overall wellness programs and additional benefits that assist. True enthusiasm for what we do is essential but comes from understanding the business overall and how we fit into it.
* **Improve**: Never accepting the status quo and being entrenched in a process or workflow. Finding ways to streamline and innovate while bringing those improvements to leadership. Improvement also means understanding the anticipated benefit and it improves our daily working experience, your teammates and arenaflex Clients overall.
* **Team**: We support and assist our teammates, even if it is outside of our typical duties. We take on additional projects for their added value whether they impact your day-to-day work or not. Being part of a team involves being in close contact every day, respecting each other and the work we do is essential however to exceed in Team, we move outside of our direct team, to the company team as a whole and understand how we impact everything and the value we provide.
**Work Environment and Culture**
As a remote employee, you'll have the flexibility to work from the comfort of your own home, while still being part of a dynamic and collaborative team. We're committed to creating a culture that's inclusive, supportive, and fun, with opportunities for growth and development. You'll have access to a range of benefits, including:
* Comprehensive health insurance
* 401(k) matching program
* Flexible PTO policy
* Professional development opportunities
* Access to cutting-edge technology and tools
**Compensation and Perks**
We offer a competitive salary and benefits package, as well as a range of perks and incentives to recognize and reward your hard work and dedication. These include:
* Competitive salary
* Comprehensive health insurance
* 401(k) matching program
* Flexible PTO policy
* Professional development opportunities
* Access to cutting-edge technology and tools
* Telecommute possibility available
* Overall wellness programs and additional benefits that assist
**How to Apply**
If you're a motivated and customer-focused individual with a passion for conversation and a knack for handling the unexpected, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.
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