Senior Customer Service Representative – Lawn Care Industry Expert

At arenaflex, we're committed to providing personalized attention for our associates, building proud, dynamic teams, and helping associates reach their personal and professional goals. We strive to make arenaflex an employer of choice and a great place to work!

Job Summary:

We're seeking an experienced and customer-focused Senior Customer Service Representative to join our team at arenaflex. As a key member of our customer service team, you will be responsible for receiving inbound calls, resolving routine and escalated customer service issues, and providing support and assistance to new hires and peers. If you have a passion for delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply.

Responsibilities:

* Receives inbound customer service calls, assesses root cause(s) of customer issues, and resolves customer concerns in a timely and professional manner to achieve the highest level of customer satisfaction.

• Follows standard policies, procedures, and scripting when interacting with and resolving customer concerns to ensure quality outcomes. May deviate from standard scripts and processes to resolve escalated customer issues.
• Applies customer service training and uses prepared scripts to address and resolve customer concerns and overcome objections by telephone.
• Enters and maintains customer data (e.g., contact information, service plan, billing information) into the customer database accurately and timely.
• Assists management with seasonal recruiting by conducting phone screens using scripted interview guides.
• Conducts new hire training as needed. Distributes and reviews materials to help facilitate the training and on-boarding. Provides one-on-one training and coaching on specific job duties as needed.
• Leads and/or participates in frequent role-play activities with new hires and peers to practice and improve customer relations skills (e.g., scripting, overcoming customer objections) and effectiveness.
• Conducts quality assurance calls and ensures adherence to standards, provides feedback and/or training as needed.
• Monitors staffing coverage and call availability to ensure schedule adherence and customer responsiveness.
• Reviews and ensures customer follow up requests (CFRs) are entered accurately and completely according to standard operating procedures.
• Identifies and communicates improvement opportunities or trends impacting the customer experience to management.

Education and Experience Requirements:

* High school diploma/GED required. Associate’s degree preferred.

• 2-3 years of customer service experience required
• Call center or related experience strongly preferred

Knowledge, Skills, and Abilities:

* Knowledge of lawn care services and products

• Customer service skills, including conflict resolution and telemarketing
• Accuracy and attention to detail for checking written and/or numerical data to detect errors or omissions
• Selling skills, including up-selling and overcoming objections
• Verbal and written communication skills
• Mathematical skills to calculate (add, subtract, multiply, and divide) in all units of measure, using whole numbers and decimals to determine the rate, ratio, and percent
• Ability to work independently under limited supervision
• Coaching and mentoring skills
• Computer skills with Microsoft Office applications (Word, Excel, Outlook)
• Data entry skills
• Time management skills, including punctuality for on-time attendance

Physical Demands & Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Regularly required to:

• Sit, stand, and walk
• Use hands and arms to handle, feel or reach
• Speak and hear
• Use close vision abilities

Occasionally required to:

• Lift or move up to 25 lbs
• Stoop, kneel, crouch or crawl

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Noise level:

• Low to moderate

Adverse Conditions:

• Minimal

Ability to speak, read and write fluently in English is required. You MUST BE physically located in the United States while performing this job.

Career Growth Opportunities and Learning Benefits:

At arenaflex, we're committed to helping our associates grow and develop their careers. As a Senior Customer Service Representative, you'll have opportunities to:

• Develop your customer service skills and knowledge of lawn care services and products
• Participate in training and development programs to enhance your skills and performance
• Take on additional responsibilities and leadership roles within the team
• Collaborate with other departments to improve customer experiences and drive business results

Work Environment and Company Culture:

arenaflex is a dynamic and inclusive workplace that values diversity, equity, and inclusion. We're committed to creating a work environment that's supportive, collaborative, and fun. As a Senior Customer Service Representative, you'll be part of a team that's passionate about delivering exceptional customer experiences and making a difference in the lives of our customers.

Compensation, Perks, and Benefits:

We offer a competitive compensation package, including:

• Salary range: $31,819.00 - $58,865.00
• Medical/Dental/Vision insurance
• Company-matching 401(k)
• Other programs and perks

How to Apply:

If you're a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to our online application portal.

Equal Opportunity Employer:

arenaflex is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities. We're committed to creating a diverse and inclusive workplace that values and respects the contributions of all employees.

Disclaimer:

arenaflex performs pre-employment testing. To view our disclaimer, please visit our website at [arenaflex website URL]. Apply for this job