Introduction to arenaflex
arenaflex is a global, digital business services company that delivers the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways. With a global scale and local presence, we are a force of good in supporting our communities, our clients, and the environment. Our team of over 500,000 inspired and passionate people, speaking more than 300 languages, is dedicated to making people's lives simpler, faster, and safer.
About the Role
We are seeking an experienced Customer Care Representative to join our team at our Brownsville, Texas location. As a Customer Care Representative, you will be the eyes and ears for our team, fielding customer inquiries and finding innovative ways to respond. You will work in a collaborative and engaging environment, interacting with people from all walks of life, and no two days will be the same. This is an exciting opportunity to grow and challenge yourself, and discover your potential can take you anywhere you want to go.
Key Responsibilities
- Answering inbound telephone calls, chat, email & reviews in a skills-based environment where transactions range from call transfers to in-room work order requests, to complex hotel, dining, event and entertainment reservations for customers
- Responding to inbound customer and partner digital inquiries, using methods and verbiage defined by management
- Providing customers with a clear picture of arenaflex products and services; always leading the call without failing to listen to the voice of the customer
- Ensuring that customer requests for reservations and other services are met and confirmed within the guidelines established by management
- Sensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases a specific request cannot be met
- Presenting a positive view of arenaflex and its properties when interacting with customers and fellow employees at all times
- Escalating difficult and complex situations to Team Leaders as they arise
- Working with Quality Coaches and Team Leaders to evaluate individual performance and make efforts to improve performance where the need has been indicated
- Providing Team Leaders with important observations culled from many customer interactions, offering suggestions to improve process, product or service offerings
- Supporting company culture and team philosophy throughout the property
- Complying with all departmental and company policies, including company business ethics guidelines
- Maintaining confidentiality of all company trade secrets and proprietary information, including business processes, customer information, marketing plans, and any other confidential information
Essential Qualifications
- Two years or more of directly related experience in an inbound contact center or face-to-face customer service or similar customer service role
- Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette
- Knowledge of property management, reservations, and player tracking systems (e.g. Windsurfer, SHR, HotSOS, SevenRooms, LMS, CMP) is advantageous
- Proficiency in basic Windows and MS Office packages is very important
- Strong verbal communication skills
- Language Requirements: Bilingual (English & Spanish)
- Experience handling customer calls in a 24x7 sales-oriented inbound environment
- Experience handling reservations or in the casino/hospitality industry is considered a plus
- Must be able to work flexible schedules based on the needs of the business. Schedule subject to change based on business/customer needs
Preferred Qualifications
- Previous experience in a customer-facing role, preferably in a contact center or hospitality environment
- Knowledge of customer relationship management (CRM) software and other technology platforms
- Experience with quality monitoring and coaching
- Strong problem-solving and analytical skills
- Ability to work in a fast-paced environment and adapt to changing situations
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to providing our employees with opportunities for growth and development. As a Customer Care Representative, you will have access to training and development programs, as well as opportunities for advancement within the company. Our Chief Client Officer started her career as an agent and advanced to the pinnacle of the company, and we believe that you can achieve similar success.
Work Environment and Company Culture
arenaflex is committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. Our company culture is built on the values of Fast, Fun, Friendly, Fresh, and Focused, and we are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including paid training, competitive wages, full benefits (medical, dental, vision, 401k, and more), paid time off, and employee wellness and engagement programs. We also offer opportunities for career advancement and professional growth, as well as a dynamic and supportive work environment.
Conclusion
If you are a motivated and customer-focused individual who is looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. As a Customer Care Representative at arenaflex, you will have the chance to make a real difference in the lives of our customers, while also growing and developing your skills and career. Don't miss out on this opportunity to join our team and become a part of the arenaflex family. Apply today!
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