Customer Service & Technical Support Representative – On‑Site Client Experience Specialist at arenaflex – Jacksonville, NC

About arenaflex – Reimagine Your Career

arenaflex is a forward‑thinking global leader that puts people first. Recognized year after year as one of the World’s Best Workplaces, a champion of Happiest Employees, and a top choice for Career Growth, arenaflex offers a vibrant, inclusive culture where every voice matters. With a footprint that spans more than 40 countries, arenaflex partners with some of the world’s most iconic brands to deliver unforgettable customer experiences (CX) powered by cutting‑edge technology, AI‑driven solutions, and relentless innovation.

Our mission is simple: transform digital interactions into lasting relationships. Whether it’s through chat, phone, or emerging channels like augmented reality, arenaflex empowers its teams to solve problems, create value, and make a measurable impact on the businesses we serve. If you thrive in a dynamic environment where learning never stops, you’ve found the right place to grow.

Why This Role Matters

As an On‑Site Customer Service & Technical Support Representative at arenaxflex, you become the frontline ambassador for our clients’ products and services. Your ability to listen, empathize, and resolve issues not only enhances customer satisfaction but also directly contributes to the success of the brands we support. This is more than a job—it’s a chance to shape the future of customer experience while building a rewarding career path.

Key Responsibilities

• Answer inbound calls and initiate outbound outreach to address customer inquiries, technical issues, and service requests.
• Utilize proven scripts and probing techniques to uncover root causes, ensuring each interaction ends with a clear resolution.
• Maintain an up‑to‑date knowledge base of client products, services, and policies to provide accurate information.
• Document all customer interactions in the CRM system with precision, adhering to arenaxflex’s quality standards.
• Achieve daily, weekly, and monthly performance metrics, including first‑call resolution, average handling time, and customer satisfaction scores.
• Collaborate with cross‑functional teams—such as technical specialists, quality assurance, and product managers—to escalate complex issues and drive continuous improvement.
• Participate in regular training sessions, role‑plays, and knowledge‑sharing forums to stay ahead of emerging technologies and industry trends.
• Contribute ideas for process enhancements, script refinements, and service innovations that elevate the overall CX.

Essential Qualifications

• Education: High School Diploma or GED required; additional coursework or certifications in customer service, IT, or related fields is a plus.
• Experience: Minimum of 6 months of customer service or technical support experience, preferably in a call‑center or on‑site environment.
• Technical Proficiency: Strong PC literacy, comfortable navigating multiple software platforms, and ability to troubleshoot basic technical issues.
• Communication Skills: Clear, articulate verbal communication and active listening abilities; written proficiency for accurate note‑taking.
• Multitasking Ability: Proven capacity to manage high‑volume call flows while maintaining attention to detail.
• Flexibility: Willingness to work rotational shifts, including evenings, weekends, and holidays as business needs dictate.
• Personal Traits: Empathy, patience, integrity, and a genuine passion for helping others.

Preferred Qualifications & Additional Assets

• Experience with CRM tools such as Salesforce, Zendesk, or ServiceNow.
• Familiarity with basic networking concepts, operating system troubleshooting, or hardware diagnostics.
• Previous exposure to multilingual support or serving a diverse customer base.
• Certification in ITIL, CompTIA A+, or similar industry‑recognized credentials.
• Demonstrated track record of meeting or exceeding performance targets in a fast‑paced environment.

Core Skills & Competencies

• Problem‑Solving: Ability to think critically, diagnose issues quickly, and propose effective solutions.
• Customer‑Centric Mindset: Prioritizing the customer’s perspective and delivering service that exceeds expectations.
• Team Collaboration: Working seamlessly with peers, supervisors, and cross‑departmental partners.
• Adaptability: Thriving amid changing processes, new technologies, and evolving business priorities.
• Time Management: Balancing multiple tasks while maintaining high quality and compliance.
• Emotional Intelligence: Managing stress, staying calm under pressure, and handling difficult conversations with professionalism.

Career Growth & Development at arenaflex

arenaflex invests heavily in its people. Approximately 80 % of our managers and leaders have been promoted from within, reflecting a culture that nurtures talent from the ground up. As a member of our team, you will have access to:

• Free Learning Platforms: Unlimited access to online courses, certifications, and skill‑building workshops.
• Leadership Development Programs: Structured pathways to move from front‑line support to supervisory and managerial roles.
• Mentorship Networks: Pairing with seasoned professionals who guide your career trajectory and personal growth.
• Rotational Opportunities: Experience different facets of the business—such as quality assurance, training, or product specialization—to broaden your expertise.
• Internal Mobility: Open pathways to explore roles in sales, operations, analytics, and technology across arenaflex’s global footprint.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to support your financial, health, and personal well‑being:

• Base Salary: Market‑aligned compensation with performance‑based incentives.
• Performance Bonuses: Monthly recognition programs that reward top achievers.
• Referral Bonuses: Generous employee referral incentives for bringing great talent into the arenaflex family.
• Health & Wellness: Comprehensive medical, dental, and vision plans; 401(k) with company match; paid time off, holidays, and flexible leave options.
• Employee Assistance Program (EAP): Confidential counseling, financial guidance, and wellness resources.
• Learning Stipends: Funding for certifications, conferences, and continued education.
• Modern Workspace: State‑of‑the‑art office equipped with ergonomic furniture, collaborative zones, and advanced technology.
• Diversity & Inclusion Initiatives: Employee resource groups for Professional Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), and Health & Wellness.
• Community Engagement: Volunteer days, sustainability projects, and global citizenship programs.

Work Environment & Culture

At arenaflex, culture is not a buzzword—it’s a lived experience. Our core values revolve around:

• People‑First: We invest in our talent, providing the tools, training, and support needed for success.
• Collaboration: A “One arenaflex” mindset encourages teamwork across borders, time zones, and functions.
• Innovation: Continuous improvement is embedded in every process, from AI‑driven chatbots to immersive AR support.
• Celebration: Regular events—arenaflex Day, Team Appreciation, Customer Service Week, and more—recognize achievements and foster camaraderie.
• Inclusivity: A safe, respectful environment where diverse perspectives are welcomed and valued.

Application Process & Next Steps

If you are ready to join a purpose‑driven organization that champions your growth, values your individuality, and empowers you to make a real difference, we want to hear from you. Submit your application today and discover why hundreds of thousands of professionals worldwide consider arenaflex their “employer of choice.”

Take the first step toward a rewarding career—apply now and become part of a global community that’s redefining customer experience.

Apply Job!