Experienced Concierge Customer Service Representative – Luxury Automobile Brand Support

At arenaflex, we pride ourselves on delivering exceptional customer experiences across every market we serve. As a Concierge Customer Service Representative working from home in Asheville, NC, you'll be an integral part of crafting and delivering unparalleled customer experiences while enjoying the satisfaction of being part of a unique culture that values service, teamwork, and growth.

What You'll Be Doing

Are you passionate about delivering top-notch service and making a meaningful impact on people's lives? Our Concierge Specialists at arenaflex provide personalized, seamless experiences to some of the world's most beloved automobile brands. We support luxury customers by building relationships based on understanding their needs, concerns, lifestyle, and preferences. In this role, team members are empowered to think creatively and make decisions that drive customer loyalty.

A Typical Day in Your Role

• Own the customer experience from start to finish – build rapport and anticipate needs through authentic connections and curiosity with customers.

• Promptly process and answer/resolve customer inquiries, concerns, or technical questions, determine the appropriate actions based upon job aids, research, and existing desktop solution tools, and take the necessary action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided.
• Understand the use of technology, scripts, and product knowledge. Actively listen to the customer, providing answers while controlling the call to lead the customer in an efficient, professional manner.
• Provide recommendations to leadership regarding the resolution of recurring problems. Assist in the formulation of problem-solving techniques for newly discovered issues.
• Maintain exceptional product knowledge as it relates to technical support. Stay knowledgeable of product and service offerings, current industry products, and technologies.
• Partner with other vendors as necessary for troubleshooting and resolution.
• Research and resolve billing or payment issues.
• Ensure that all customer contacts are properly logged into the CRM tool to allow for an accurate historical view of customer contacts, manage follow-up logs, and audit documentation of customer files.
• Use additional resources and escalation points, including diagnostic information, technical manuals, and call history logs, to find solutions for basic to intermediate-level issues.
• Recommend changes to departmental policies and procedures to improve support services provided to the customer, as needed. Keep the Supervisor informed of any issues as they arise.
• Attend team meetings, 1-on-1s, focus groups, and training sessions as scheduled.
• Handle additional projects and assignments as needed and fit individual skillset.

What You Bring to the Role

• A High School Diploma (required); an associate or Bachelor's degree (preferred)

• Four (4) years of experience in training, public relations, sales, marketing, or customer service
• Experience with customer contact systems
• Must live within a commutable distance of Asheville, NC

What You Can Expect

• Starting pay rate of $17.50 per hour

• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (arenaflex College)
• Employee Rewards Program (arenaflex Perks)

A Bit More About Your Role

• Strong customer service skills

• Experience with and appreciation for electronic devices and computers, along with a willingness and ability to quickly learn new technology
• Solid computer skills, internet-savvy, and experience using CRM software

About arenaflex

Established in 2000, arenaflex has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As an arenaflex team member, you can expect:

• Culture of Service – to be treated like you are the customer from day one
• Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust, and open communication, and acknowledges the value of your contributions
• Respect – a team that is accountable, dependable, and gives you their full attention
• Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization
• Career Growth – lots of learning opportunities for aspiring minds
• Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!
• Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

arenaflex requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test, as a condition of employment. arenaflex is an Equal Opportunity Employer. Please note that neither arenaflex nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

How to Apply

If you're passionate about delivering exceptional customer experiences and making a meaningful impact on people's lives, we encourage you to apply for this exciting opportunity. Visit our website to learn more about arenaflex and our culture, and to submit your application. Apply for this job