**Experienced Customer Experience Chatroom Operator – Humanized Conversations & Conversion Improvement**

Are you a customer service enthusiast with a knack for empathizing with consumers and navigating complex conversations? Do you thrive in fast-paced environments where no two interactions are the same? If so, we invite you to join arenaflex's Conversion Improvement team as a Customer Experience Chatroom Operator. In this role, you'll be the voice of arenaflex, providing thoughtful, articulate, and context-specific guidance to consumers through our AI-powered conversational outreach strategy. **About arenaflex** arenaflex is a pioneering company that enables enterprises to connect with consumers through innovative, humanized conversational experiences. Our platform, backed by a proprietary natural language processing model, has handled over half a billion conversations to date, making us the platform of choice for some of the world's most recognizable enterprises. With a focus on empowering enterprises to capture intent and drive meaningful conversations, arenaflex has experienced rapid growth since its founding in 2016. We're now looking to accelerate the next era of growth and expansion, and we're seeking talented individuals like you to join our team. **Job Overview** As a Customer Experience Chatroom Operator, you'll be part of a dynamic team that works remotely to provide exceptional customer experiences. You'll be responsible for reading consumer responses, responding contextually, and categorizing conversations accurately. Your work will help inform our natural language model, ensuring that our AI-powered conversational outreach strategy remains humanized and effective. **Key Responsibilities** * Quickly and accurately respond to inbound messages via our chat room to leads regarding questions or concerns around the product or service utilizing point and click frequently asked questions canned responses. * Create responses ad-hoc that are both relevant, appropriate, and compliant to the records industry and vertical. * Escalate conversations to leadership when needed. * Document frequently asked questions for continual improvement. * Add relevancy to canned responses. * Maintain 98% or above accuracy in response handling. * Maintain a Replies per Hour rate of 60 replies per hour worked. * Other projects as assigned. **Essential Qualifications** * Experience in a Customer Service Chatroom environment. * Experience with writing responses to consumers in a real-time, chat-based environment. * Familiarity with verticals like Automobile Insurance, Health Insurance, Prescription Drug Plans. * Professionalism in all interactions. * Exceptional attention to detail, high standard of excellence/perfection. * Comfortability on a computer, advanced typing skills (cannot hunt and peck). * Good grammatical, spelling, and logic skills. Free typed response must be grammar checked and spell checked. * Exceptional verbal, communication, and written skills. * Reliable and responsible to a designated schedule. * Must have reliable strong internet/WiFi. **Preferred Qualifications** * College Degree. * Experience with natural language processing or AI-powered conversational outreach strategies. * Familiarity with arenaflex's platform and services. **Core Values** At arenaflex, we're committed to a set of core values that guide our behavior and decision-making. These values are: * **Lean**: We find the right mix between administration and simply doing things. Over complicating tasks can add time without providing benefit, however just doing things without a plan can add time when course correction is required. To exceed, we finish work in a timely manner while reviewing to make sure we are striking the right balance between the two. Implementing streamlining methods to existing processes ensure we evolve and stay lean. * **Passion**: Expressing passion daily is the desire to do the job but evolving in the job to expand beyond the base role and taking on additional projects and roles to help teams outside your own while maintaining your individual workload. Understanding that all of the activities we take are to enable our clients, and thus arenaflex as a whole to be successful. Asking the question, "How is what I am doing today, enabling the success of my teammates and my clients". * **Happiness**: Finding the balance in both your personal and work life. Participating in group and team activities as you see fit but understanding that life is about more than just coming into the office daily. arenaflex has telecommute possibility available, overall wellness programs and additional benefits that assist. True enthusiasm for what we do is essential but comes from understanding the business overall and how we fit into it. * **Improve**: Never accepting the status quo and being entrenched in a process or workflow. Finding ways to streamline and innovate while bringing those improvements to leadership. Improvement also means understanding the anticipated benefit and it improves our daily working experience, your teammates and arenaflex Clients overall. * **Team**: We support and assist our teammates, even if it is outside of our typical duties. We take on additional projects for their added value whether they impact your day-to-day work or not. Being part of a team involves being in close contact every day, respecting each other and the work we do is essential however to exceed in Team, we move outside of our direct team, to the company team as a whole and understand how we impact everything and the value we provide. **Career Growth Opportunities & Learning Benefits** At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Experience Chatroom Operator, you'll have opportunities to: * Develop your skills in customer service, natural language processing, and AI-powered conversational outreach strategies. * Work with a talented team of professionals who are passionate about delivering exceptional customer experiences. * Participate in ongoing training and development programs to stay up-to-date with the latest industry trends and best practices. * Take on additional projects and responsibilities to expand your skill set and contribute to the growth and success of arenaflex. **Work Environment & Company Culture** arenaflex is a remote-first company, which means that you'll have the flexibility to work from anywhere. We're committed to creating a work environment that's inclusive, supportive, and collaborative. Our company culture is built on our core values, which prioritize lean, passion, happiness, improve, and team. **Compensation, Perks, & Benefits** arenaflex offers a competitive compensation package, including: * A salary range of $40,000 - $60,000 per year, depending on experience. * Opportunities for bonuses and performance-based incentives. * Comprehensive health, dental, and vision insurance. * 401(k) matching program. * Paid time off and holidays. * Professional development opportunities and training programs. * Flexible work arrangements and remote work options. * Access to arenaflex's wellness programs and employee assistance services. **How to Apply** If you're a customer service enthusiast with a passion for delivering exceptional experiences, we invite you to apply for the Customer Experience Chatroom Operator role at arenaflex. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you! Apply for this job