Experienced Customer Experience Advocate I – Contact Center Operations

Are you passionate about delivering exceptional customer experiences and making a lasting impact on the lives of others? Do you thrive in fast-paced environments where no two interactions are ever the same? If so, we invite you to join the arenaflex team as a Customer Experience Advocate I in our Pacific, WA, US, 98047 contact center. As a key member of our customer-facing team, you will play a vital role in shaping the arenaflex brand and building long-lasting relationships with our customers.

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower individuals and businesses to thrive in an ever-changing world. With a rich history dating back to 1959, we have grown into a premier organization with a strong presence across the United States. Our commitment to excellence, customer satisfaction, and community involvement has earned us a reputation as a trusted partner and employer of choice.

Job Summary

As a Customer Experience Advocate I, you will be responsible for interacting with potential, new, and existing customers, providing a quality experience in every step of their journey. You will work in a contact center environment, handling customer inquiries, order processing, modifications to account information, and resolving customer complaints in a prompt and professional manner. This role requires strong phone presence, interpersonal skills, and the ability to work collaboratively with customers and internal team members to address and serve their needs.

Key Characteristics

To succeed in this role, you must possess the following key characteristics:

• Strong phone presence and interpersonal skills in making inbound and outbound customer calls while delivering a positive customer experience.
• Excellent communication skills with the ability to use positive language and listen attentively.
• Ability to remain calm under pressure and work collaboratively with customers and internal team members to address and serve the customer's needs.
• High accuracy and efficient time management skills.

Duties and Responsibilities

As a Customer Experience Advocate I, your duties and responsibilities will include:

• Responding to and processing all customer calls in a prompt and professional manner.
• Determining the probable nature of each call by listening carefully, researching customer records, and asking questions for clarification.
• Communicating clearly and respectfully with callers, restating information when necessary to ensure the customer's understanding.
• Acknowledging and resolving customer concerns; promptly escalating complaints when needed.
• Processing orders, forms, applications, requests, and payments accurately.
• Keeping records of customer interactions, transactions, comments, and complaints by recording clear, complete, and concise documentation in case management logs.
• Attending and collaboratively participating in staff meetings and training sessions.

Knowledge, Skills, and Abilities

To excel in this role, you will need:

• Ability to work independently and within contact center teams.
• Good problem-solving skills and the ability to ask for guidance when needed.
• Good judgment and independent decision-making within assigned authority levels.
• Positive attitude and excellent interpersonal and listening skills; demonstrating effective customer care with all customers consistently and equally.
• Effective communication in English – verbal and written.
• Efficient and accurate use of systems and tools with a strong ability to multitask.

Education and Experience Required

To be considered for this role, you must possess:

• High School Diploma or Equivalent.
• One to two years of customer service experience; in a contact center preferred.
• Demonstrated understanding of computer-based tools and programs.

Working Conditions

As a Customer Experience Advocate I, you will work in a contact center environment, which may involve:

• Working inside a contact center – potential for 24/7/365 day operations in the future.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The ability to use computer and telephone systems, visual, audio, and manual dexterity capabilities are essential to the work.

arenaflex Culture and Benefits

At arenaflex, we value our employees and offer a comprehensive benefits package, including:

• Competitive hourly pay of $21.00, depending on circumstances including an applicant's skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors.
• A wide array of comprehensive benefit programs and services, including medical, dental, vision, flexible spending, and health savings accounts.
• Retirement savings plans like 401(k) and paid days off, such as parental leave, military leave, vacation/paid time off, sick leave in compliance with state law, as applicable, paid holidays, and disability coverage.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the "Apply to this job" link below. Apply to this job We look forward to welcoming you to the arenaflex team! Apply for this job