**Experienced Customer Service Representative – Escalations and Case Management**

**Join arenaflex, a leading provider of innovative solutions in the automotive industry, as we seek an experienced Customer Service Representative to join our team. As a key member of our customer-facing team, you will be responsible for handling complex and escalated customer issues, providing exceptional service, and ensuring customer satisfaction.** **About arenaflex** arenaflex is a dynamic and forward-thinking company that is committed to delivering exceptional customer experiences. With a strong focus on innovation and customer satisfaction, we are constantly seeking talented individuals who share our passion for delivering outstanding results. Our team is dedicated to providing a supportive and inclusive work environment that fosters growth, learning, and success. **Job Summary** As an Experienced Customer Service Representative – Escalations and Case Management, you will be responsible for handling complex and escalated customer issues, providing exceptional service, and ensuring customer satisfaction. You will work closely with internal business partners, including car dealers and technical teams, to facilitate the diagnosis and repair of vehicle concerns. Your primary goal will be to resolve customer complaints in a timely and professional manner, while providing education and guidance to customers on sales and finance inquiries. **Key Responsibilities** * Handle cases involving complex and escalated customer issues, including sales experience complaints and service experience complaints * Resolve escalated/complex cases where expectations are clearly expressed to customers, customer follow-up times/dates are agreed upon in advance, and compensation for poor customer experiences are relative to the impact on each customer's background and needs * Interface with car dealers, customers, and other internal business partners to facilitate the diagnosis/repair of vehicle concerns subject to multiple and/or lengthy repair attempts * Conduct research by reviewing vehicle product guides, and interfacing with technical teams and product specialists * Resolve sales experience complaints such as poor showroom or F/I interactions, lease-end issues, delivery condition of sold vehicles, providing education and guidance to customers on sales/finance inquiries * Resolve service experience complaints such as warranty eligibility disputes, issues involving normal vehicle operation, cost of repairs, product liability claims, back-ordered parts, loaner cars, and appointment reservations * Analyze the merits of lemon law claims, support business partners arbitrating such claims, and negotiate settlement terms * Provide expedited handling of customer inquiries received by executives * Handle communications with executive contacts **Essential Qualifications** * High School or GED required * Minimum 6 months to 1 year of demonstrated customer service-oriented experience * High level Integrity, understand & abide by our business practices * Willingness to learn (LOB specific product/service, policies & processes), execute and improve * Ability to effectively navigate through desktop tools, applications, and websites * Basic Knowledge on MS Office * Knowledge on Product/Service life cycle in Automobile industry (Preferred) * Excellent Problem-solving skills with proficiency in identifying issues by performing Root cause analysis * Strong time management and organizational skills to ensure smooth and seamless operations * Proficiency in keyboarding (35+wpm), Windows-based applications, internet and web browsing * Ability to utilize various documentary and personnel resources to craft case-specific action plans * Ability to craft professional, business-appropriate emails to customers, dealerships, and internal business units * Critical thought and resourcefulness to create unique action plans that are based on each customer's specific request and pre-existing case history * Ability to document a case's file properly, provide succinct memos to the case that clearly detail the case manager's interactions, and attaching properly described files to the case * Ability to work with a sense of urgency * Ability to spot and report areas for continuous process improvement * Must possess excellent oral and written communication skills in English * Ability to express precisely and with clarity * Excellent listening & Probing Skills * Ability to express empathy and exhibit a desire to help others * Provide case handling that is unique and based on each individual customer's specific needs and schedule * Ability to de-escalate difficult customer issues to full resolution * Focus on creating a satisfying experience for the customer by using professional customer service techniques, personalizing and focusing on adding value * Ability to cope with stress and to remain calm in all customer service situations - remain patient, polite and provide excellent customer service **Preferred Qualifications** * 1-2 years of experience in a call center environment * 2-3 years of experience in customer service * 1 year of experience in case management * Knowledge of the automobile industry and its products/services **Work Environment and Culture** * Work from home in a remote environment * Collaborate with a dynamic and supportive team * Participate in ongoing training and development opportunities * Enjoy a comprehensive benefits package, including health insurance, dental insurance, vision insurance, and 401(k) matching * Take advantage of paid time off and referral programs * Enjoy a flexible schedule with a maximum of 40 hours per week **How to Apply** If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you! **Equal Employment Opportunity** arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that fosters growth, learning, and success. **Note** This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. This description reflects management's assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. Duties, responsibilities and activities may change at any time with or without notice. Apply for this job