**Experienced Customer Service Representative (Hybrid) – Omnichannel Customer Experience Specialist**

At arenaflex, we're passionate about delivering exceptional customer experiences that drive business growth and customer loyalty. As a key member of our team, you'll play a vital role in shaping the future of our customer service operations. We're seeking an experienced Customer Service Representative (Hybrid) to join our dynamic team, working from the comfort of your own home office in the Tallahassee, Florida area. **About arenaflex** arenaflex is a proud member of the global leader in Pest Control and other services across more than 90 countries. We're a trusted partner to many of the world's leading brands, serving consumer and business customers across multiple industries. Our legacy of excellence is built on a commitment to "protect people, enhance lives, and preserve the planet." We're constantly innovating and striving to fulfill our mission, and we're excited to have you join our journey. **Job Summary** As an Experienced Customer Service Representative (Hybrid), you'll be responsible for delivering exceptional customer experiences through an omnichannel approach, including inbound and outbound contacts via phone, email, and other digital channels. Your primary goal will be to solve customer needs, expand relationships, and generate creative lead and direct selling opportunities. You'll work closely with our team to provide a high-quality service experience that drives customer satisfaction, sales revenue, and business growth. **Key Performance Indicators** To measure your success, you'll be evaluated on the following Key Performance Indicators (KPIs): * First Call Resolution %: The percentage of customer issues resolved on the first contact. * Customer Satisfaction rating: The level of satisfaction expressed by customers through surveys and feedback. * Sales Revenue ($ sold per call, CTV lead rate): The revenue generated per call and the number of leads converted into sales. * Quality Assurance scores: The quality of your interactions with customers, as evaluated by our Quality Assurance team. * Average Handle Time (AHT): The average time spent on each customer interaction. * Utilization (Overall % of the time Colleagues are logged in and being productive): The percentage of time spent on customer interactions versus non-productive time. **Principal Duties and Responsibilities** To excel in this role, you'll need to perform the following essential duties and responsibilities: * Handle customer calls/correspondence for service, scheduling, and billing inquiries, turning great service into revenue-generating contacts. * Offer Home Inspection leads to all customers that qualify. * Identify the needs of current and new customers and offer products to close sales and generate revenue and commissions. * Cultivate and maintain on-going customer relationships. * General knowledge of the organization, products, and/or services. * Excellent verbal communication skills with the ability to overcome objections and de-escalate situations. * Use computerized systems for identifying customer needs, tracking contacts, information gathering, and/or troubleshooting. * Communicate with branch personnel to resolve service and scheduling issues. * Initiate outbound customer service calls for various campaigns. * Handle incoming calls from technicians to provide support. **Candidate Summary** To be successful in this role, you'll need: * 1-2 years of customer service experience, preferably in a phone sales environment. * 1-2 years of phone sales experience, preferably in a customer-facing role. * Ability to use a computer, including Microsoft Word, Excel, and Windows. * Basic knowledge of computerized systems and software applications. * Ability to type 25 wpm (words per minute). * Good verbal, written, and interpersonal communication skills. * Ability to overcome objections and problem-solve. * Ability to work in a fast-paced environment. * Good problem-solving skills. * Ability to work flexible schedule, including weekends and holidays. * Must be dependable and consistently punctual for all scheduled shifts. * A private home office/workspace suitable for working remotely during scheduled shifts. * Broadband internet (25Mbps download & 5Mbps upload speeds) with ability to hardwire via an Ethernet cable. * Child/dependent care as necessary during the hours of scheduled shift. **Why Choose arenaflex?** A career with arenaflex can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives. Some of the benefits we offer include: * Professional and Personal Growth: Multiple avenues to grow your career, including training and development programs. * Total Rewards Program: Comprehensive benefits package, including health and wellness, savings and retirement, and work-life balance. * Performance Incentives: Opportunities to earn bonuses and rewards for meeting and exceeding performance targets. * Career Advancement: We promote from within and offer opportunities for advancement to leadership roles. * Flexible Work Arrangements: We offer flexible scheduling and remote work options to support work-life balance. **How to Apply** If you're passionate about delivering exceptional customer experiences and driving business growth, we want to hear from you! Apply now to join our dynamic team as an Experienced Customer Service Representative (Hybrid). Apply for this job