**Experienced Overnight Customer Experience Representative – Call Center**

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our clients' expectations. As an Overnight Customer Experience Representative in our call center, you'll play a vital role in ensuring that our customers receive the highest level of service, support, and resolution to their technical issues. If you're passionate about customer service, possess excellent communication skills, and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity. **About arenaflex** arenaflex is a leading provider of innovative solutions and services that empower businesses to succeed in today's fast-paced market. Our commitment to excellence, innovation, and customer satisfaction has earned us a reputation as a trusted partner in the industry. As a member of our team, you'll have the opportunity to work with a talented group of professionals who share your passion for delivering exceptional results. **Responsibilities** As an Overnight Customer Experience Representative, you'll be responsible for: * Identifying customers' needs, clarifying information, and providing direct support or guidance toward resolution * Tackling a variety of problems in technical systems with skill and accuracy * Creating cases for all calls and emails received, entering the history of the problem, all steps taken, and subsequent resolution if resolved at the Help Desk or escalate to the appropriate next level * Willingness and ability to be cross-trained in other areas of the department * Consistently demonstrating effective personal performance that positively impacts departmental performance metrics **Key Performance Indicators (KPIs)** * First Call Resolution (FCR) * Average Handle Time (AHT) * Customer Satisfaction (CSAT) * Net Promoter Score (NPS) **Requirements** To be successful in this role, you'll need: * High school diploma or equivalent * Minimum of two (2) years of work experience in a Technical Customer Service Call Center * Strong understanding of customer service and customer relations * Highly motivated with a strong desire to learn * Ability to exercise good judgment and decision-making * Familiarity with creating cases and case numbers and escalations using CRM and other systems * Effective written and oral communication skills * Able to assess and evaluate situations effectively * Skilled in identifying critical issues quickly and accurately * Able to write informatively, clearly, and accurately * Problem-solving and analytical skills * Ability to work in a team environment **Nice-to-Haves** * Experience in a technical support role or other technical experience * Associate's degree in information technology, Computer Science, or a related field * Basic understanding of software/hardware troubleshooting * Experience in Service Now and TalkDesk * Experience in retail cash offices **Benefits** As a valued member of our team, you'll enjoy: * Medical, dental, vision, basic life, AD&D, and disability insurance * Enrollment in the company's 401(k) plan, subject to eligibility requirements * Eight paid holidays annually, five sick days, and four personal days * Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law **Career Growth Opportunities and Learning Benefits** At arenaflex, we're committed to helping our employees grow and develop their skills. As an Overnight Customer Experience Representative, you'll have access to: * Ongoing training and development programs * Opportunities for career advancement and professional growth * Collaborative and supportive work environment * Recognition and rewards for outstanding performance **Work Environment and Company Culture** Our call center is a dynamic and fast-paced environment where you'll have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences. As a member of our team, you'll enjoy: * A modern and comfortable work environment * Collaborative and supportive team culture * Opportunities for socialization and team-building activities * Recognition and rewards for outstanding performance **How to Apply** If you're passionate about customer service, possess excellent communication skills, and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! **Equal Employment Opportunity** arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse work environment that reflects the communities we serve. Apply for this job