**Experienced Customer Experience Chatroom Operator – Humanized Conversational Outreach**

Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments where no two conversations 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 part of a dynamic team that humanizes automated conversations for our top clients, using your exceptional communication skills and attention to detail to provide thoughtful guidance and support.

• *About arenaflex**

arenaflex is a leading provider of AI-powered conversational outreach solutions, empowering enterprises to connect with consumers through human-like two-way texting, scheduled calling, and voicemail messages. With a proprietary natural language processing model, our platform has handled over half a billion humanized conversations to date, enabling us to deliver automation at a scale unmatched by any competitor in the messaging industry. Our focus on empowering enterprises to capture intent and drive meaningful conversations has sparked rapid growth since our founding in 2016, and we're now looking to accelerate the next era of growth and expansion of our team.

• *Job Overview**

As a Customer Experience Chatroom Operator, you'll be responsible for responding to inbound messages via our chat room, providing accurate and relevant guidance to leads regarding questions or concerns around our product or service. You'll work closely with our team to create responses that are both relevant and compliant to the records industry and vertical, and maintain a high level of accuracy in your responses, which will be randomly audited and quality assured. Your work will help inform our natural language model, and your accuracy is of the utmost importance.

• *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 solutions.
• 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 and Learning Benefits**

At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of learning benefits, including:

• Opportunities for professional development and growth.
• Access to training and development programs.
• Mentorship and coaching from experienced colleagues.
• A dynamic and supportive work environment.

• *Work Environment and Company Culture**

arenaflex is a remote-friendly company, and our team members work from the comfort of their own homes. We're a community-driven company that values collaboration, innovation, and teamwork. Our company culture is built on a set of core values that guide our behavior and decision-making, including Lean, Passion, Happiness, Improve, and Team.

• *Compensation, Perks, and Benefits**

arenaflex offers a competitive compensation package, including:

• A salary range of $40,000 - $60,000 per year, depending on experience.
• Benefits, including health, dental, and vision insurance.
• A 401(k) matching program.
• Paid time off and holidays.
• A dynamic and supportive work environment.

• *How to Apply**

If you're a customer service enthusiast with a passion for delivering exceptional experiences, we invite you to apply for this exciting opportunity. 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!