At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. As a global digital business services company, we're dedicated to delivering cutting-edge solutions that make a meaningful impact on our clients and the world at large. With a diverse team of over 500,000 passionate individuals speaking more than 300 languages, we're proud to be a force for good in our communities, our clients, and the environment.
**Benefits of Joining arenaflex**
As a valued member of our team, you can expect a comprehensive benefits package that includes:
* Paid Training to help you develop your skills and expertise
* Competitive Wages that reflect your hard work and dedication
* Full Benefits, including Medical, Dental, Vision, 401k, and more
* Paid Time Off to recharge and refocus
* Employee wellness and engagement programs to support your overall well-being
**About the Role**
We're seeking an experienced Customer Experience Senior Specialist to join our team on a temporary basis. As a key contributor to our customer experience team, you'll play a critical role in helping us deliver exceptional service to our clients. This is a unique opportunity to join a dynamic and innovative organization that's committed to making a positive impact on the world.
**Responsibilities**
As a Customer Experience Senior Specialist, you'll be responsible for:
* Coaching and mentoring agents to improve their knowledge, engagement, and sales skills
* Collaborating with Operations Managers and site Supervisors to develop and execute daily plans to drive improved performance
* Conducting call calibrations, one-on-ones, live side-by-sides, huddles, team meetings, and other coaching sessions to support agent development
* Driving high-performance sales, compliance, and consumer experience standards and outcomes by executing on the details outlined in our Operations Guide and Supervisor/Coach training
* Actively monitoring agents via Live listen and recommending changes when necessary
* Assisting in the implementation of new processes and collaborating with onsite and offsite staff
* Completing daily call reviews and coaching as outlined in our Standard Operating Procedures section
* Completing daily Group call reviews and coaching as outlined in our Standard Operating Procedures section (if applicable)
* Completing UES documentation and coaching
**Qualifications**
To be successful in this role, you'll need:
* A Health Insurance License
* The ability to work remotely
* Flexibility to work Monday-Friday and any 8 hours between 7AM-7PM
* Previous call center experience with five (5) or more of the following:
+ More than six (6) months experience as an inbound call center customer service representative
+ More than six (6) months experience as a mentor, trainer, or acting supervisor
+ Analytical and problem-solving skills
+ Ability to analyze and identify agent trending
+ Ability to analyze and identify opportunities in customer feedback
+ Ability to assess individual and team performance
+ Advanced troubleshooting skills
+ Strong written and verbal communication skills
+ Strong leadership skills
+ Highly productive
+ Very good attendance habits
+ Excellent organizational and time management skills
+ Excellent verbal and written communication skills
+ Ability to communicate with all levels of management
+ Ability to work independently and multi-task
* A college degree (preferred)
* Working experience with creating or compiling reports using various sources of data
* Experienced with the Microsoft Office Products - Excel, Word, and PowerPoint
* Ability to pass a background and drug test
**Required Skills**
As a Customer Experience Senior Specialist, you'll need to possess the following skills:
* Process Excellence
* Collaboration
* Communication
* Emotional Intelligence
* Open-Mindedness
* Critical Thinking
* Solution Orientation
* Entrepreneurship
* AI Proficiency
* Data Literacy
**Be Part of Our arenaflex Family**
At arenaflex, we're committed to creating a workplace that's conducive to happiness and a healthy work-life balance. We believe that when employees are happy and healthy, they're more productive, creative, and engaged. We're dedicated to providing a culture of inclusion and diversity, where everyone feels welcome and valued.
**TP is an Equal Opportunity Employer**
We're proud to be an equal opportunity employer, committed to diversity and inclusion in all aspects of our business.
**Apply Now**
If you're passionate about delivering exceptional customer experiences and want to join a dynamic and innovative organization, apply now to become a Customer Experience Senior Specialist at arenaflex.