At arenaflex, we're passionate about delivering exceptional customer experiences that leave a lasting impression. As a leading provider of innovative solutions, we're seeking a highly skilled and enthusiastic Chat Customer Relations Agent to join our team. If you're a music lover with a knack for problem-solving and a passion for helping others, we want to hear from you!
**About arenaflex**
arenaflex is a dynamic and forward-thinking organization that's revolutionizing the way we interact with customers. Our team is dedicated to providing top-notch support and ensuring that every interaction is a positive one. As a Chat Customer Relations Agent, you'll be at the forefront of this mission, working closely with our clients to resolve issues and provide exceptional service.
**Job Summary**
We're looking for a highly motivated and experienced Chat Customer Relations Agent to join our team. As a key member of our customer support team, you'll be responsible for providing timely and effective support to our clients via chat. You'll be the first point of contact for customers, helping them with a range of issues, from password resets to website assistance and troubleshooting. If you're passionate about music and have a knack for problem-solving, we want to hear from you!
**Responsibilities**
As a Chat Customer Relations Agent, you'll be responsible for:
* Expressing genuine empathy and concern for customers' issues and addressing them as if they were your own
* Answering, evaluating, and prioritizing requests from customers having questions or experiencing problems with services or products
* Identifying high-risk customer situations and escalating them appropriately without hesitation
* Keeping up with multiple chats at a time and accurately documenting all required information and chat details in the ticketing system
* Responding to and resolving open issues in an appropriate timeframe
* Identifying trends related to systems, platforms, and/or customers and escalating them appropriately to management
* Multi-tasking using multiple systems and skillfully changing from one task to another without loss of efficiency or composure
* Maintaining punctuality and attendance at all scheduled times and remaining positive and professional in all customer interactions
* Cross-training as requested to ensure flexibility and adaptability in a fast-paced environment
**Requirements**
To be successful in this role, you'll need:
* A LOVE of music! The biggest artists we represent are in Pop and Country
* 1-3 years of call center chat experience required
* Technical experience strongly preferred, with experience in Zendesk being a definite plus
* Ability to type 30 wpm with 90% accuracy or above consistently
* Strong messaging communication skills, active listening abilities, and the ability to work independently and utilize resources to resolve customer issues
* Great understanding of text and chat acronyms and excellent grammar, but also knowing when to use the lingo
* Previous work-from-home experience preferred
* Understanding of contact center support metrics and the ability to implement actions for improvement
* A High School Diploma or equivalent
**Hardware/Software Requirements**
To ensure you have the necessary tools to succeed in this role, you'll need:
* Your own computer
* Processor: Intel Core i5 5200 Series or greater (must have 4 cores)
* Memory: 8GB on Windows 10 or higher / 10 64 bits
* Screen Resolution: 1280x768 or higher, dual monitors required with webcam
* USB headset
* NO Chromebooks, iPads, MacBooks, netbooks, or any type of tablet (Must be a laptop or a desktop)
* Up-to-date antivirus software must be installed on the platform and a recent scan completed
* Must be hardwired to router
* Firewall must be enabled
**What We Offer**
As a Chat Customer Relations Agent at arenaflex, you'll enjoy:
* A competitive salary of $13.00 per hour (1099 contract)
* The opportunity to work from home and create your own home office space
* Flexible scheduling with multiple shifts available (1st Shift: 4:00 am - 12:30 pm EST, 2nd Shift: 7:00 am - 3:30 pm EST, 3rd Shift: 9:00 am - 5:30 pm EST)
* The chance to work with diverse clients and be part of an awesome team in the music industry
* Opportunities for career growth and professional development
* A dynamic and supportive work environment that encourages collaboration and innovation
**How to Apply**
If you're a motivated and enthusiastic individual with a passion for music and customer service, we want to hear from you! Apply now and take the first step towards a rewarding new role with arenaflex.