Technical Customer Experience Representative – Hybrid Work Model with Opportunities for Growth and Development in a Dynamic and Innovative Environment

Introduction to arenaflex arenaflex is a pioneering high-tech home security company that is deeply passionate about protecting the lives and properties of our customers. Our mission is built on a foundation of care, collaboration, and innovation, where every team member is valued and empowered to grow and thrive. We believe in fostering a no-ego culture that encourages big thinking, creativity, and mutual support. At arenaflex, we don't just offer jobs; we offer opportunities for personal and professional growth, where you can make a significant impact on the lives of our customers and contribute to the development of cutting-edge security solutions. Why Join arenaflex? We are excited to announce that we are growing and expanding our team, and we are looking for talented, motivated, and humble individuals who share our values to join us on this journey. As a Technical Customer Experience Representative, you will be part of a dynamic and innovative team that is dedicated to delivering exceptional customer service and support. Our hybrid work model offers the flexibility to work from home and collaborate with your colleagues in our office, ensuring that you have the best of both worlds to achieve your goals and succeed in your role. Job Overview We are seeking a highly skilled and experienced Technical Customer Experience Representative to join our team in Richmond, VA. As a Technical Customer Experience Representative, you will be responsible for providing top-tier technical support to our customers, responding to inbound calls, and resolving customer issues in a timely and professional manner. You will also have the opportunity to educate customers on system installation and use, troubleshoot technical issues, and provide exceptional customer service to ensure customer satisfaction and loyalty. Key Responsibilities: Respond promptly, courteously, and knowledgeably to technical support inquiries from customers Provide top-tier support to all customers with a goal of first call resolution Educate customers on system installation and use, and assist in troubleshooting technical issues Utilize prior customer support experience to enable customer success and happiness Use problem-solving skills to solve customer issues and address concerns Make outbound calls to current customers to address issues, when needed What You'll Bring to the Role To be successful in this role, you will need to have a proven track record of success in a phone-based customer service or call center position, with a strong ability to understand and determine root causes of customer issues. You should be comfortable with technology and have the ability to provide technical assistance for consumer electronics. Additionally, you should have a proven record of outstanding attendance and timeliness in a structured environment, with a strong work ethic and the drive to contribute to company goals. Essential Qualifications: Proven success in a phone-based customer service or call center position Ability to understand and determine root causes of customer issues Comfort with technology and ability to provide technical assistance for consumer electronics Proven record of outstanding attendance and timeliness in a structured environment Strong work ethic and the drive to contribute to company goals Clear and effective phone communication skills to ensure all customer issues are resolved Ability to work independently and in a team setting Ability to prioritize in a fast-paced environment and excellent time management skills Positive, can-do attitude and eager for continuous improvement Strong commitment to customer happiness and satisfaction Preferred Qualifications: Previous experience in a technical support or customer service role in the security industry Knowledge of home security systems and technology Experience with customer relationship management (CRM) software and other technical tools Certification in customer service or a related field What We Offer At arenaflex, we offer a competitive salary and benefits package, including: Starting salary of $20 per hour, with opportunities for increases based on performance Shift differential for nights and weekends Opportunities for career progression and professional growth Medical, dental, and vision benefits starting on day one Matching 401(k) up to 4% Holiday pay and paid time off Team building activities and employee recognition programs Our Culture and Values At arenaflex, we are committed to fostering a culture of collaboration, innovation, and customer obsession. Our values include: Customer Obsessed: Building deep empathy for customers and developing strong, long-term relationships with them Aim High: Always challenging oneself and others to raise the bar No Ego: "No job too small" attitude, and open, inclusive, and humble style One Team: Highly collaborative approach to achieving success Lift As We Climb: A track record of investing in developing others and helping others succeed Lean & Nimble: Working with agility and efficiency to experiment in an often-ambiguous environment How to Apply If you are a motivated and ambitious individual who is passionate about delivering exceptional customer service and support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to our careers team. We look forward to hearing from you and exploring how you can contribute to the success of arenaflex. Equal Employment Opportunity arenaflex is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We are committed to full support of qualified individuals in hiring and employment, and we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. Apply for this job