Experienced Customer Service Support Specialist – Remote Opportunity for MN Residents

At arenaflex, we're dedicated to fostering a culture of exceptional customer service, innovative solutions, and collaborative teamwork. As a Customer Service Support Specialist, you'll play a vital role in our Operations department, working closely with our Operations Manager to ensure seamless communication, recruiting, and training of independent contractor field representatives conducting mystery shops or specialty project work. If you're passionate about delivering outstanding customer experiences, have a knack for building strong relationships, and thrive in a fast-paced, goal-oriented environment, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading provider of innovative solutions and services, committed to empowering businesses and individuals to achieve their full potential. Our team of dedicated professionals shares a passion for excellence, creativity, and collaboration, driving us to push boundaries and strive for excellence in everything we do. As a remote-friendly organization, we offer the flexibility and autonomy to work from the comfort of your own home, while still being part of a dynamic and supportive team.

Key Responsibilities

As a Customer Service Support Specialist, your primary responsibilities will include:

• Assigning available project work to shoppers (or ensuring shops are assigned to approved shoppers) and communicating assignment methodologies and requirements
• Adhering to and understanding complex profile and assignment criteria
• Utilizing online scheduling interfaces and other technology platforms to review, track, and assign project work
• Ensuring assignments are performed by client-driven deadlines, with a goal of 100% completion rate
• Tracking overdue assignments for assigned territory/clients
• Tracking, facilitating, and reaching out to shoppers after reviewing shop cancellations or shop adjustments, as necessary
• Working with the team to identify the need for additional incentive monies (e.g., bonuses and incentives), as needed
• Monitoring and applying approved spend (bonus/incentive) for certain markets, locations, routes, and properties
• Answering and sending email correspondence to and from shoppers in a timely and professional manner according to arenaflex company standards
• Conducting outbound calling as needed, to fill open assignments, provide coaching/feedback, and respond to daily voicemails
• Identifying, recruiting, and communicating with new shoppers to increase engagement and build quality relationships while continuing to develop our shopper network
• Identifying process improvement opportunities or best practices and sharing with colleagues
• Identifying and escalating location challenges to the Operations team lead
• Communicating any weekly route adjustments to applicable shoppers, as needed
• Maintaining and communicating daily/weekly production metrics to the Operations team lead
• In coordination with colleagues, creating and deploying shopper email campaigns
• Providing coaching/feedback to shoppers about shop quality, completion, and submissions
• Reviewing submitted shop reports as needed
• Performing all other duties as assigned or required

Supervisory Responsibilities

This role does not have supervisory responsibilities.

Additional Responsibilities

Other duties may be assigned.

Qualifications

To be successful in this role, you'll need:

• An Associate degree or related degree
• 2+ years of prior experience in a related field (customer service, project management, or a similar field)
• Proficient skills in Microsoft Office Suite
• Superior oral and written communication skills with an aptitude in building positive relationships
• Comfortable speaking on the phone with independent contractor teams, as needed
• Exceptional knowledge of the structure and content of the English language, including meaning and spelling of words, and rules of composition and grammar
• Excellent judgment and reasoning skills
• Ability to consistently spot errors and discrepancies
• Strong attention to detail
• Excellent reading comprehension and retention
• Ability to prioritize work to ensure deadlines are met
• Ability to work in a goal-oriented, fast-paced, deadline-driven environment
• Strong project management and organizational skills
• Ability to comprehend complex profile and assignment criteria
• Ability to identify and drive process improvements

Work Environment and Culture

As a remote-friendly organization, we offer the flexibility and autonomy to work from the comfort of your own home. Our team is passionate about delivering exceptional customer experiences, and we're committed to fostering a culture of innovation, collaboration, and continuous learning. We believe in recognizing and rewarding outstanding performance, providing opportunities for growth and development, and promoting work-life balance.

Compensation and Benefits

We offer a competitive compensation package, including:

• A salary that reflects your experience and qualifications
• Opportunities for career growth and advancement
• Comprehensive benefits, including health, dental, and vision insurance
• A 401(k) retirement plan with company match
• Paid time off and holidays
• Professional development and training opportunities
• A dynamic and supportive work environment

How to Apply

If you're passionate about delivering exceptional customer experiences, have a knack for building strong relationships, and thrive in a fast-paced, goal-oriented environment, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply Now! Apply for this job