At arenaflex, we're committed to fostering a culture that values inclusivity, self-expression, and individuality. Our goal is to create a workplace where employees feel empowered to pursue their career goals and advance personally and professionally. As a leader in the industry, arenaflex prioritizes the wellbeing of our employees, ensuring that our consumers experience the same level of care and attention to detail that we provide to our team members.
**Job Summary:**
We're seeking an experienced and customer-focused Overnight Customer Service Representative to join our facilities management team at arenaflex. As a key member of our team, you will be responsible for handling incoming client calls and emails related to facilities management, providing exceptional customer service, and ensuring a seamless experience for our clients. If you're a motivated and detail-oriented individual with a passion for delivering outstanding customer service, we encourage you to apply for this exciting opportunity.
**Schedule:**
As an Overnight Customer Service Representative, you will work a rotating schedule that includes Friday, Saturday, and Sunday nights from 10:30pm to 7:00am ET. This role requires flexibility and a willingness to work non-traditional hours.
**Compensation:**
We offer a competitive hourly rate of $17 per hour, providing a stable and secure income for our team members.
**Job Duties:**
As an Overnight Customer Service Representative, your key responsibilities will include:
* Responding to routine inquiries via inbound phone calls and emails from employees, technicians, and vendors
* Assessing the nature of the call or email and determining the most appropriate party to handle the request
* Processing incoming facilities work order requests through telephone and email, including office moves, plumbing problems, light bulb changes, and other requests
* Asking probing questions to understand and troubleshoot the root cause of the problem or request and determining the right party to service the work order
* Dispatching work orders through telephone or email to the appropriate contact
* Setting appropriate turn-around time expectations with the client based on priority codes
* Ensuring that all reports are accurate and filed in a timely manner
* Selecting priorities and organizing work to meet priorities
* Proactively identifying work order trends and communicating to the Team Coordinator and Program Lead
* Following approved policies and procedures
* Resolving shift concerns and/or tasks with the Team Coordinator/Program Lead and co-workers
* Achieving a goal of handling 45 requests per day average
* Supporting team achievement of service level goals
* Adhering to scheduled shifts, keeping within guidelines for arrivals/departures and absences
* Adhering to efficiency and accuracy standards
* Supporting phone volume in the range of 70-100 phone interactions per shift
* Mastery of arenaflex systems and knowledge matrix to support multiple accounts
**Requirements:**
To be successful in this role, you will need to demonstrate:
* Excellent customer service skills
* A high school diploma or equivalent
* Call center experience, preferably in an inbound setting
* Extensive use of computer with experience with Microsoft Office products and the input of substantial amounts of data
* Switchboard or Helpdesk experience is a plus
* Excellent listening skills and telephone skills
* Excellent professional communication and interfacing with customers and co-workers
* Ability to manage multiple tasks simultaneously
**Benefits:**
As an arenaflex team member, you will enjoy a range of benefits, including:
* 401k with match
* Generous PTO policy
* Paid holidays
* One paid day off per year to volunteer
* Access to discount programs
* Two-week paid sabbatical every five years
* Access to Employee Benefit Resource Groups that provide ongoing learning and mentorship opportunities
**Why Join arenaflex?**
At arenaflex, we're committed to creating a workplace that values diversity, equity, and inclusion. We believe that our employees are our greatest asset, and we're dedicated to providing a supportive and inclusive environment that allows them to thrive. If you're passionate about delivering exceptional customer service and are looking for a dynamic and supportive team to join, we encourage you to apply for this exciting opportunity.
**How to Apply:**
If you're a motivated and customer-focused individual with a passion for delivering outstanding customer service, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about our company culture and to submit your application.
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