At arenaflex, we're on a mission to revolutionize the way retailers and contractors offer installed home improvements to homeowners. With over 100 years of combined retail management and home improvement industry experience, our senior management team is dedicated to providing innovative software and process management solutions that make home improvement projects convenient, consistent, and affordable. We're now seeking an experienced Customer Solutions Representative to join our remote team and play a pivotal role in ensuring customer satisfaction with their home improvement projects.
**About arenaflex**
arenaflex is a dynamic and vibrant community that values innovation, collaboration, and customer satisfaction. Our remote work environment offers the flexibility and autonomy to work from anywhere, while our cutting-edge technology and tools enable you to stay connected and productive. As a Customer Solutions Representative at arenaflex, you'll be part of a talented team that's passionate about delivering exceptional customer experiences and driving business growth.
**Job Summary**
As a Customer Solutions Representative, you'll be responsible for ensuring customers' satisfaction with their home improvement projects. You'll need to listen to customer complaints, show empathy, and obtain facts pertinent to determining a solution. After determining a resolution, you'll negotiate with various parties involved in the home improvement project (Retailer, Manufacturer, and Contractor) to obtain commitment to cover the costs and implement the resolution. This role requires extraordinary judgment and finesse, as well as the ability to work in a fast-paced environment and handle heavy workloads.
**Key Responsibilities**
* Initiate service claims within the Service Module
* Gather relevant information and documentation to validate the service claim
* Determine the necessary resolution
* Negotiate payment of service resolution costs by the various parties involved
* Facilitate the progression of service claims by scheduling service assessments, ordering materials, coordinating service work, and updating the Service Module accordingly
* Respond timely to customer and affiliate inquiries
* Escalate contractors who are not cooperative in resolving Service Claims to the Customer Solutions Manager, and if appropriate, the operations team
* Recognize high-profile Service Claims or those claims that have the potential to result in litigation and escalate immediately
* Gather the necessary supporting information to submit insurance bond claims
* Perform additional duties as assigned
**Essential Qualifications**
* High School diploma or equivalent
* 3+ years of related experience in customer service and negotiating
* Ability to work in a fast-paced environment and have experience in a fast-paced environment that required result-oriented decisions
* Professional demeanor
* Excellent active listening, verbal, and written communication skills
* Ability to resolve conflicts, formulate resolutions, and work under pressure
* Computer literate and ability to adapt to various programs
* Exceptional organization skills
* Ability to adapt to changing or multiple priorities
**Preferred Qualifications**
* Knowledge and/or experience of the home improvement industry
* Physical Requirements:
+ Prolonged periods of sitting at a desk and working on a computer
+ Must be able to lift 15 pounds at times
**Benefits of Working with arenaflex**
* 100% remote work environment
* Employer-provided equipment
* Medical, dental, and vision insurance
* Health savings plan includes employer contribution to health savings account
* Medical and dental flexible spending accounts
* Company-paid basic life, short-term disability, and long-term disability insurance
* 401K plan with employer match
* Company matches 100% of the first 4% of salary deferrals
* All contributions, including employer contributions, are 100% vested immediately
* Employee discount program for Electronics, Groceries, Travel, Entertainment, and more
* Employee assistance program
* Pay on demand
* Critical illness, hospital indemnity, group accident, and legal insurance
* Paid time off
* And more!
**Why Join arenaflex?**
* We're an Equal Opportunity and Drug-Free Workplace
* We're committed to providing a supportive and inclusive work environment
* We offer opportunities for career growth and professional development
* We're passionate about delivering exceptional customer experiences and driving business growth
**How to Apply**
If you're a motivated and results-driven individual with a passion for customer service and negotiation, we encourage you to submit your application today. Please visit our website to learn more about this exciting opportunity and to apply.
**Join Our Team!**
We're a dynamic and vibrant community that values innovation, collaboration, and customer satisfaction. As a Customer Solutions Representative at arenaflex, you'll be part of a talented team that's passionate about delivering exceptional customer experiences and driving business growth. We're committed to providing a supportive and inclusive work environment, and we offer opportunities for career growth and professional development. If you're a motivated and results-driven individual with a passion for customer service and negotiation, we encourage you to submit your application today.