Join arenaflex, a leading provider of cloud accounting software, in shaping the future of small business accounting. As an Experienced Customer Experience Specialist - Accounting, you will play a vital role in delivering exceptional support and guidance to small business owners, bookkeepers, and accountants, empowering them to get the most out of arenaflex's innovative solutions.
**Our Purpose**
At arenaflex, we're dedicated to helping small businesses thrive by automating routine tasks, surfacing actionable insights, and connecting businesses with the right data, advisors, and apps. Our mission is to build a stronger economy that can change the world, and we're looking for talented individuals like you to join our team.
**How You'll Make an Impact**
As a Customer Experience Specialist, you will be part of arenaflex's Customer Experience Team, working together to provide 24/7 support to arenaflex users. You will be the face of arenaflex, delivering exceptional support and guidance to our customers, and making it easy for them to see how arenaflex adds value to their business. Your role will involve:
* Providing support and guidance to small business owners, bookkeepers, and accountants when they reach out to us with a question and when we reach out to them proactively by phone.
* Empowering customers to get the most out of arenaflex, whether they are early in their adoption of cloud accounting software or seasoned professionals.
* Providing quality service to customers, focusing on finding ways to support them with their issues and queries accurately and within our targeted initial response times.
* Taking ownership of enquiries and managing them through to resolution, ensuring customers are kept up-to-date at all times.
* Ensuring that all case details are captured fully and accurately using case management applications.
* Communicating outcomes to customers simply, but effectively, ensuring that they are satisfied with the outcomes you give by written responses or by telephone.
* Participating in proactive call campaigns to ensure our customers are getting the most out of arenaflex.
* Escalating any issues that you are unable to resolve, whilst making sure that the customer is kept up-to-date as the case is escalated.
* Achieving agreed targets, particularly your quality and productivity targets.
* Finding and sharing opportunities to improve the service offered to our customers and arenaflex processes.
* Keeping yourself up-to-date with changes and training within arenaflex so that you can continue to offer great service to our customers.
**Success Looks Like**
As a Customer Experience Specialist, you will be successful if you:
* Provide exceptional support and advice on how our customers use their arenaflex subscription.
* Are adaptable to grow with the changing needs of our business and customers.
* Collaborate effectively with all teams across arenaflex.
* Provide timely, accurate, and helpful responses to customers as per agreed targets.
* Escalate priority issues and assist in the prompt resolution of these.
* Capture and share feedback from customers regarding improvements to the arenaflex accounting application and its associated service delivery platform.
**What You'll Bring with You**
To be successful in this role, you will need to bring:
* Previous experience in a service environment and working to service levels and quality targets.
* Demonstrated experience in efficient problem-solving and resolution.
* Experienced IT skills - confident with Microsoft Office, Google suite. (Any experience with other small business accounting systems and/or case management tools is beneficial).
* Finance, Accounting, Commerce, or bookkeeping qualification (or working towards) essential.
* Clear and concise communication, both written and on the phone.
* Confidence to make outbound proactive phone calls.
* Diligence and commitment to following through and resolving problems.
* Initiative and ability to self-manage, along with flexibility.
* Ability to build effective relationships.
* A proven team player who proactively assists other team members.
**You're Likely to Be**
If you're passionate about delivering exceptional customer experiences, you're likely to be:
* Empathetic - You'll be able to put yourself in your customers' shoes and understand their individual circumstances.
* Committed - You will want to do the best job you can possibly do to making customers' lives better.
* Curious - You're always looking to find different ways of doing things.
* Attentive - You enjoy listening to customers and what matters most to them.
* Connected - You want to develop strong, trust-based relationships.
* Courageous - You are confident to make decisions in the best interests of our customers and our business, to drive positive change.
**Additional Information**
At arenaflex, we offer a range of benefits that reflect our human value, including:
* Very generous paid leave to use however you'd like (plus statutory holidays!)
* Dedicated paid leave to care for your physical and mental wellbeing
* An Employee Assistance Program to access mental health care for you and your family
* Free medical insurance
* Wellbeing and sports programmes
* Employee resource groups
* 26 weeks of paid parental leave for primary caregivers
* An Employee Share Plan
* Beautiful offices
* Flexible working
* Career development
* And many other benefits that reflect our human value
We're proud of our collaborative and inclusive culture, and we know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent, and innovate successfully. We're committed to embracing diversity and inclusion, and we value a #challenge mindset.
If you're excited about this role, but your past experience doesn't align perfectly, we encourage you to apply anyway. You could be just the right person for this role and arenaflex. If you have any support or access requirements, we encourage you to advise us at time of application and throughout the interview process.
arenaflex is an NZ Immigration Accredited Employer and Rainbow Tick certified too.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and want to join a dynamic team that's shaping the future of small business accounting, apply now to become an Experienced Customer Experience Specialist - Accounting at arenaflex.
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