Program Specialist, Customer Service – Global Crisis Management and Customer Experience Advocate

At arenaflex, we're on a mission to revolutionize the way we approach customer service and experience management. Our Device and Digital Command Center (D2C2) is a global team that's dedicated to mitigating widespread customer-impacting issues through efficient, real-time crisis management and advocating for timely recovery to restore the customer experience. We're seeking a highly skilled and motivated Program Specialist, Customer Service to join our team and help us achieve our vision.

About arenaflex

arenaflex is a global leader in the technology and e-commerce industry, with a strong commitment to innovation, customer satisfaction, and employee development. Our company culture is built on the principles of inclusivity, diversity, and collaboration, and we're passionate about creating a workplace that's welcoming and empowering for all employees.

Job Summary

As a Program Specialist, Customer Service, you'll play a critical role in managing widespread broken customer experiences from start to finish, working closely with various stakeholders to influence and guide the resolution process. You'll be responsible for creating, maintaining, and sharing written narratives related to the investigative journey, advocating for long-term solutions after customer experience mitigation, and analyzing customer contacts and related data trends. If you're a problem-solver with a passion for learning and a commitment to delivering exceptional customer experiences, we'd love to hear from you!

Key Responsibilities

* Manage widespread broken customer experiences from start to finish with an appropriate sense of urgency

• Create, maintain, and share written narratives related to the investigative journey
• Advocate for long-term solutions after customer experience mitigation
• Analyze customer contacts and related data trends
• Apply good judgment in prioritizing tasks, navigating ambiguity, and time management
• Think big to drive process and product improvements on behalf of the customer experience
• Seek to understand arenaflex's Device, Digital, and Alexa products and services by knowing how all of the product offerings are tied together
• Ability to stay calm during crisis situations and maintain good comportment

A Day in the Life

At arenaflex, we thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. As a Program Specialist, Customer Service, you'll have the opportunity to work on a wide range of projects, from investigating and resolving customer complaints to developing and implementing process improvements. You'll be part of a collaborative and inclusive team that's passionate about delivering exceptional customer experiences.

Requirements

* 1+ years of customer service experience

• Experience using data and metrics to determine and drive improvements
• Ability to work weekends and most holidays
• Familiar with Microsoft Office Suite
• Skillful in navigating various types of technology
• Knowledgeable in pulling and analyzing large sets of data
• Experience in project/program management and/or operations in a customer service environment

Preferred Qualifications

* Experience working in a global team environment

• Knowledge of arenaflex's Device, Digital, and Alexa products and services
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Ability to work in a fast-paced, dynamic environment

Benefits

* Competitive base pay ranging from $36,900/year in our lowest geographic market up to $58,600/year in our highest geographic market

• Comprehensive benefits package, including medical, dental, and vision coverage
• Paid time off (PTO) and holidays
• 401(k) plan with company match
• Opportunities for professional growth and development
• Collaborative and inclusive work environment

How to Apply

If you're passionate about delivering exceptional customer experiences and want to join a dynamic and innovative team, please apply via our internal or external career site. We're an equal opportunity employer and welcome applications from diverse candidates. We're committed to creating a workplace that's welcoming and empowering for all employees. Apply Job! Apply for this job