**Experienced Customer Service Representative II – Advanced Care Team**

• *Join arenaflex, a leading smart home security provider, and make a real impact in the lives of our customers.**

At arenaflex, we've been helping save lives since 1874. As the #1 smart home security provider in the U.S., we protect and connect families, businesses, and larger commercial customers every day. Our continuous innovation, advanced technology, and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business, or on the go. And as times change, so do we. Above all, our mission is clear: we help save lives for a living.

• *About arenaflex**

arenaflex is a dynamic and innovative company that values its employees and customers. We're committed to providing exceptional customer service and creating a positive work environment that fosters growth and development. Our team is passionate about making a difference in the lives of our customers, and we're looking for like-minded individuals to join our Advanced Care Team.

• *Job Summary**

We're seeking an Experienced Customer Service Representative II to join our Advanced Care Team in Knoxville, TN. This role is an entry-level position with planned progression into an Associate III within 4-6 months. Additional career progression opportunities are available into other Retention Teams such as Account Management, Collections, or Existing Customer Sales. As a member of our Advanced Care Team, you'll be responsible for answering incoming calls, identifying the reason for the call through discovery, and then either handling the call or transferring to the correct department for handling. Calls handled will include billing inquiries and basic troubleshooting.

• *Key Responsibilities**

• Answer incoming calls from customers and/or employees
• Enhance the customer experience through excellent communication
• Identify the reason for the call through discovery
• Assist customers with understanding and resolving billing issues
• Troubleshoot ADT products and services
• Transfer the call to the appropriate department as necessary to ensure the optimum customer experience
• Schedule appointments where applicable
• Reschedule service or installation appointments where applicable
• Perform other duties and related work as assigned

• *What We're Looking For**

• Consistently able to provide an amazing customer experience with excellent listening skills
• Skilled with computer proficiency, and technical aptitude
• Someone who values keeping commitments & being known as reliable
• Someone who can think on the fly, problem solve, and provide excellent verbal customer service
• Enjoy receiving and applying coaching feedback to improve results and earnings
• Your tenacity and drive consistently lead you to succeed
• Self-motivated, positive, and professional attitude
• Ability to work varied hours based on business needs
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Must be able to perform duties in a dynamic, fast-paced work environment with frequent changes
• Ability to maintain composure, keep emotions in check, and avoid aggressive behavior, even in very difficult situations
• Must be able to work with confidential information regarding customer accounts and employee files

• *What's In It for You?**

• Great Team Culture: Our Advanced Care Team is a smaller department which makes it easier to stand out for excellence. Our department is often recognized for top performance, and we win with our people-centric culture! Celebrating individual and team success is important in our department.
• Promotional opportunity: This role is a great entry point into arenaflex with planned advancement for an employee with interest in advanced customer service, leadership, and retention. Career paths could include Account Management, Team Manager, Team Lead, and more!
• Remote: You can work from home following completion of training and onboarding.
• Shift Bids: We have several voluntary mini shift bids throughout the year. Shift bids are based on your performance. You can earn the schedule you want by improving with your performance.

• *Training and Onboarding**

• We offer a paid and customized training program that lasts for a minimum of eight (8) weeks.
• Training will consist of on-site trainer-led classroom (5 weeks) and on-the-job training (3 weeks) to set you up for success.
• Training will occur at our Knoxville, TN location.
• The training schedule is Monday – Friday 9:00 am – 5:30 pm EST

• *Education and Work Experience**

• High school diploma or equivalent, some college preferred.
• 1 year experience in Customer Service required, Sales/Retention preferred.
• Experience working with multiple screens and programs.
• Computer proficiency and problem-solving skills.

• *Physical Demands**

• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use hands to handle; push; pull or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
• The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• *Technical Requirements**

• Minimum 25 mbps broadband internet connection with the ability to hardwire via ethernet from cable modem to a PC

• *Work Environment**

• Training and onboarding will be on-site in our Knoxville, TN Call Center
• Post-training and onboarding the role can transition to work from home with the ability to supply a distraction-free environment, or in the office based on business needs.

• *Pay and Benefits**

• Pay for this role varies. The pay range for this role is $17.00/hour and is based on experience and qualifications.
• Within 4-6 months this position has planned promotional opportunities that will come with increased pay and monthly bonus eligibility.
• We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits, and paid time off among others.
• Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year.
• We also offer 6 paid holidays.

• *Equal Employment Opportunity**

arenaflex is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. arenaflex strives to ensure every employee and applicant feels valued. Visit us at [arenaflex website] to learn more.

• *How to Apply**

If you're passionate about providing exceptional customer service and making a real impact in the lives of our customers, apply now to join our Advanced Care Team at arenaflex.