Join arenaflex, a leading provider of innovative solutions, as we seek an experienced Customer Service Representative to join our team in East Aurora, NY. As a key member of our customer-facing team, you will be responsible for delivering exceptional service to our clients, resolving issues, and providing a positive experience that exceeds their expectations.
**About arenaflex**
arenaflex is a dynamic and forward-thinking organization that is committed to delivering exceptional service to our clients. We are a team of passionate professionals who are dedicated to making a difference in the lives of our customers. Our mission is to provide innovative solutions that meet the evolving needs of our clients, and we are seeking a talented Customer Service Representative to join our team.
**Job Summary**
The Customer Service Representative will work under supervision and follow specific procedures and detailed instructions in handling incoming and outgoing calls, questionnaires, and/or communications. The successful candidate will be responsible for completing all data entry while actively communicating with the customer and, at times, may use independent judgment to further assist the customer. Reviews input/output data to verify completeness, accuracy, and conformance to quality standards and specifications. Maintains production records. Classifies and codes data to be entered. Verifies, identifies and corrects errors. Tracks documents received and completion dates in a log. Performs clerical and related office tasks as assigned, such as maintaining records of work received and work performed.
**Key Responsibilities**
* Handling incoming and outgoing calls with patience, tact, and courtesy
* Enter information into computer database as required, while following instructions and conducting a scripted interview
* Attend meetings and trainings to maintain current client information on regulations, policies, and procedures
* Escalates calls to supervisor when necessary and appropriate
* Adheres to client-specific policies including, but not limited to, confidentiality and privacy
* Tracks call-related information for auditing and reporting purposes
* Provides feedback on call issues related to downtime and/or training issues
* Contribute positively to a work environment that is flexible, adaptable, and team-based
* Provide, receive, and seek feedback in a positive manner to encourage team building
* Participate in the development and attainment of team and operational goals
* Be respectful and courteous while working in a fast-paced work environment
* Maintain a positive attitude about workloads and expectations
* Prioritize workloads to ensure timeliness and quality standards are met
**Qualifications**
* High school diploma or GED required
* 3-months or more experience in a call center or customer service environment preferred
* Previous experience with computers, phone systems, and headsets preferred
* Reading and typing
* Working knowledge of modern office procedures, methods, and computer equipment
* Proficient in the use of Microsoft Office Products
* Ability to speak and read English clearly, professionally, and fluently
* Proficiency in languages other than English a plus
* Excellent communication skills
* Principles and practices of customer service
* Establish a good working relationship with team members and internal contacts in order to maintain and continuously strive to improve the level of overall service being provided
* Good organizational skills and attention to detail
* Ability to comply with rules, regulations, laws and methods as related to the position
* Work independently in the absence of immediate supervision
* Ability to handle and resolve recurring problems
* Successfully complete and pass any client required trainings
**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 position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* The employee is regularly required to talk or hear. The noise level in the work environment is usually moderate.
* Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
* The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls.
* The employee is occasionally required to stand; walk; sit; reach with hands and arms.
* The employee will be sitting at a desk and working on a computer for prolonged periods of time.
* Must be available to work any shift. Shifts may be Monday – Sunday, with hours of Operation from 12am – 12am EST (project will be staffed 24 hours each day, 365 days each year). Will be required to work on weekends and holidays, and overtime may be required.
**Benefits**
* 401(k)
* 401(k) matching
* AD&D insurance
* Dental insurance
* Disability insurance
* Employee assistance program
* Employee referral program
* Health insurance
* Life insurance
* Paid sick time
* Paid time off
* Paid training
* Vision insurance
**Compensation**
* $17.75 per hour plus $4.57 health and welfare
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications to [insert contact information]. We thank all applicants for their interest; however, only those selected for an interview will be contacted.
**arenaflex is an Equal Opportunity Employer**
arenaflex is committed to diversity and inclusion in the workplace. We are an equal opportunity employer and welcome applications from diverse candidates. We are committed to creating a work environment that is inclusive, respectful, and free from harassment and discrimination.