Experienced Customer Support Coordinator – Temporary Role (Remote) at arenaflex

At arenaflex, we're on a mission to empower people with hearing loss to connect with their world. As a leading innovator in the direct-to-consumer hearing care space, we're committed to making our hearing care solutions more accessible and affordable. We're seeking an experienced Customer Support Coordinator to join our remote team on a temporary basis, with the possibility to extend or convert to permanent employment.

About arenaflex

arenaflex is a dynamic and data-driven organization that cares deeply about our employees and customers. We're led by a diverse crew of talented thinkers, creators, and doers who are as collaborative as they are compassionate (and passionate). Our team includes individuals from various backgrounds, including actors, sommeliers, top-chefs, dancers, black belts, filmmakers, and furry sidekicks. We're proud to be a part of the GN family, a global pioneer in intelligent audio solutions.

The Role

As a Customer Support Coordinator at arenaflex, you'll play a pivotal role in our mission to empower people with hearing loss. You'll provide efficient and friendly assistance to our customers in an omnichannel support environment, with a focus on phone calls, emails, customer tasks, live chats, and other channels. You'll serve as a representative of our best-in-class customer care team, triaging support channels, handling administrative tasks, and ensuring seamless coordination with other teams by utilizing multiple software systems. This is a temporary position with full-time hours from November 18, 2024, until January 12, 2025, with the possibility to extend or convert to permanent employment.

Key Responsibilities

* Complete inbound work in an omnichannel support environment, with a focus on phone calls, emails, customer tasks, live chats, and other channels

• Independently complete administrative tasks according to standard operating procedures, including:

+ Scheduling and rescheduling customer appointments + Processing order cancellations, returns, and warranties + Providing customers with shipping and order statuses + Placing orders for additional supplies

• Develop and maintain a working knowledge of our products to provide Level 1 Product Support information to customers
• Properly address and route customers' support needs, including complaints, leveraging a proficient and current understanding of arenaflex services
• Contribute to a larger team; meet department performance KPIs and productivity benchmarks, and adhere to expectations regarding time and attendance
• Ensure our customers' privacy and security; follow policies and procedures related to customer verification, data security, and other compliance requirements
• Act as an ambassador of the arenaflex culture by embodying our values in each internal and external interaction

What You'll Bring

* 1+ years of previous experience working in a high-volume call center environment or providing remote (phone/video) customer support

• Strong written and verbal communication skills, delivered with a friendly and professional tone
• Demonstrated ability to effectively de-escalate and preempt frustration in customer interactions, fostering positive experiences and resolutions
• Intermediate to advanced computer skill proficiency and familiarity working with support software; Salesforce experience a plus
• Comfort working independently and efficiently in a fast-paced, high-touch support environment
• Strong written and verbal communication skills; ability to read, write, speak, and comprehend English effectively to assist customers via phone, video call, cases, real-time chats, and emails; proficiency in Spanish is preferred
• Ability to work one of the following schedules. Please indicate your 1st and 2nd preference within your application:

+ A: Mon, Tue, Wed, Fri: 8 am - 4 pm (ET); Sat: 10 am - 6 pm (ET) + B: Mon, Tue, Wed, Fri: 9 am - 5 pm (ET); Sat: 10 am - 6 pm (ET) + C: Mon, Tue, Thurs, Fri: 9 am - 5 pm (ET); Sat: 10 am - 6 pm (ET) + D: Mon, Tue, Thurs, Fri: 10 am - 6 pm (ET); Sat: 10 am - 6 pm (ET) + E: Mon, Tue, Wed, Thurs, Fri: 8 am - 4 pm (ET) + F: Mon, Tue, Wed, Thurs: 11 am - 7 pm (ET); Sat: 10 am - 6 pm (ET)

Compensation and Benefits

Our compensation is competitive, with a rate of $20.00 to $24.00 per hour. As an arenaflex employee, you'll also enjoy a range of benefits, including:

• Comprehensive health insurance
• 401(k) matching program
• Paid time off and holidays
• Opportunities for professional growth and development
• A dynamic and supportive work environment

Why Join arenaflex?

At arenaflex, we're passionate about making a difference in the lives of people with hearing loss. We're committed to creating a workplace culture that's inclusive, supportive, and empowering. If you're looking for a challenging and rewarding role that aligns with your values, we encourage you to apply.

How to Apply

If you're ready to take the next step in your career, please submit your application through our website. We can't wait to hear from you! Apply To This Job Apply for this job