Experienced Customer Support Representative – Central and South America

Join arenaflex, a dynamic and innovative company, as we revolutionize the property management industry with our cutting-edge CRM solutions. Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in a fast-paced, entrepreneurial environment where no two days are the same? If so, we invite you to join our arenaflex team as an Experienced Customer Support Representative.

About arenaflex

arenaflex is a small, agile team of A-players solving big problems in the property management industry. Since our inception in 2013, we've been dedicated to helping small businesses simplify growth and streamline operations with our industry-leading CRM solutions. Our journey began with a lead generation business, which naturally evolved into the development of an industry-specific CRM that became the de-facto standard. We've continued to innovate, releasing a process/workflow suite in 2020 that has resonated with the market, leading to rapid growth and expansion.

Our Mission

At arenaflex, our mission is to provide unparalleled customer support that exceeds expectations. We're committed to delivering a customer experience that aligns with our customer obsession vision, ensuring that our customers feel valued, heard, and empowered to achieve their goals.

Key Responsibilities

As an Experienced Customer Support Representative, you will be responsible for:

• Tracking and Surfacing Customer Requests and Feedback: Effectively communicate customer requests to the engineering team to complete the request, ensuring timely resolution and a high degree of customer satisfaction.
• Evaluating Client Tickets and Delegating to Applicable Team: Demonstrate clear knowledge of arenaflex's capabilities and limitations, taking client requests, creating tickets, evaluating, and passing to the appropriate internal department.
• Maintaining High Customer Satisfaction: Meet or exceed CSAT score, response time, and ticket rating goals set on a quarterly basis, ensuring a minimum of 94% CSAT score.
• Providing Consolidated Client Feedback: Recommend service and product enhancements to improve sales potential and customer satisfaction, providing a minimum of 3-5 actionable insights and changes per quarter.
• Maintaining Educational Resources: Continuously update educational resources, including training documentation, training courses, and videos, to ensure customers have the necessary knowledge to get the most out of our solutions.
• Facilitating Video/Phone Calls with Clients: Ability to facilitate video/phone calls with clients at any time during working hours, ensuring seamless communication and issue resolution.
• Participating in Weekly Team Meetings: Contribute value to team meetings every week, sharing knowledge, experiences, and best practices to drive team success.
• Maintaining Metrics: Meet or exceed CSAT score, response time, and ticket rating goals set on a quarterly basis, ensuring a minimum of 94% CSAT score.
• Developing Skills Necessary to Manage Future Client Implementation Projects: Seek out information and knowledge to effectively manage capacity to handle a pipeline of 8-10 proposals per month.
• Building Custom Solutions: Consult with customers and build custom solutions based on their needs, ensuring a high degree of customer satisfaction.

Expectations for Your First 90 Days

* Confidence in Handling Customer Issues Independently: Handle 75% of tickets autonomously within 90 days, demonstrating confidence and expertise in resolving customer issues.

• Equal Contributor of Workload Responsibilities: Handle an equal amount of work dispersed amongst the team, ensuring a smooth and efficient workflow.
• Customer Obsession: Maintain a high CSAT score of 94.0%, demonstrating a deep understanding of customer needs and expectations.

Perks and Benefits

* Company Holidays: Enjoy a range of company holidays and celebrations that promote work-life balance and team bonding.

• Paid Time Off: Receive paid time off to recharge and pursue personal interests.
• Monthly Healthcare Allowance: Enjoy a monthly healthcare allowance to support your well-being.
• Yearly Vacation Allowance: Receive a yearly vacation allowance to explore new destinations and experiences.
• Fun and Outcome-Driven Work Environment: Join a team of passionate and driven individuals who share a commitment to excellence and customer satisfaction.
• Location Independence: Work from anywhere, at any time, as long as you have a stable internet connection and a smartphone.
• Mission-Driven Company and Values-Based Culture: Be part of a company that values customer obsession, innovation, and teamwork, with a culture that promotes growth, learning, and fun.

Requirements

* Embrace Learning New Technology: Be open to learning new technologies and systems, with a willingness to adapt and evolve.

• Learn Fast: Demonstrate a rapid learning curve, with the ability to absorb and apply new knowledge quickly.
• Communicate Crisply: Communicate effectively and clearly, both verbally and in writing, to ensure seamless collaboration and issue resolution.
• Proactively Seek Solutions: Take initiative to identify and resolve issues, with a proactive approach to problem-solving.
• Own the Outcome: Take personal responsibility for delivering exceptional customer support, with a focus on customer satisfaction and outcomes.
• Embody Emotional Maturity: Demonstrate emotional maturity, with a calm and composed demeanor, even in high-pressure situations.
• Bring an Optimistic "Can Do" Attitude: Maintain a positive and optimistic attitude, with a "can-do" approach to challenges and obstacles.
• Supply Your Own Internet and Smartphone: Ensure you have a stable internet connection and a smartphone to work effectively.
• **[0+ Experience in

]**: We welcome candidates with 0+ experience in customer support, with a willingness to learn and grow.

• Have B2B SaaS Experience (Preferred): While not required, B2B SaaS experience is preferred, with a deep understanding of the industry and its challenges.

Location Requirements

* Due to our Core Business Hours: Applicants must be located between -8 GMT to +2 GMT (Americas, Africa, and Western Europe).

Note: We are not accepting applications in California, Colorado, or New York at this time

.

Our Interview Process

* Fill out the Application: Complete our online application form, located here [insert link of job application].

• Introduction Call with People Operations: Participate in a 15-minute introduction call with our People Operations team.
• Offline Work Sample Test: Complete an offline work sample test, up to 60 minutes, to assess your skills and expertise.
• Interview with Hiring Manager: Participate in a 60-90 minute interview with our Hiring Manager.
• Possible Panel Interview: Participate in a panel interview, up to 60 minutes, with our team.
• Offer Call: Receive a 15-minute offer call, with a written offer to join our team.
• 90-Day Trial Period: Enter a 90-day trial period, fully paid, to ensure a smooth transition and onboarding process.

Are You All In?

If you're a customer-centric professional with a passion for delivering exceptional support experiences, we invite you to join our arenaflex team. We're building a "rocket ship" at arenaflex, and we need All Stars to help us accomplish our mission. If you're ready to take on new challenges, learn from the best, and make a real impact, we want to hear from you.

Apply Now

Ready to join our team and make music together? Apply now by clicking the link below: Apply Job! Apply for this job