Join arenaflex, a leading provider of AI-powered conversational outreach solutions, as we expand our Conversion Improvement team. As a Customer Experience Chatroom Operator, you will play a crucial role in delivering exceptional customer experiences through humanized conversations. If you're a customer service-driven individual with a passion for conversation and a knack for empathy, we want to hear from you!
**About arenaflex**
arenaflex enables enterprises to connect with consumers through an innovative AI-powered conversational outreach strategy that includes human-like two-way texting, scheduled calling, and voicemail messages. Our proprietary natural language processing model has handled over half a billion humanized conversations, 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, we've experienced rapid growth since our founding in 2016. We're well-funded and looking to accelerate the next era of growth and expansion of our team.
**Job Overview**
As a Customer Experience Chatroom Operator, you will be responsible for handling inbound messages via our chat room, responding to leads regarding questions or concerns around our product or service, and escalating conversations to leadership when needed. You will also document frequently asked questions for continual improvement, add relevancy to canned responses, and maintain a high level of accuracy in response handling. This is a full-time role that is eligible for arenaflex's benefits program, and we are seeking candidates for all time slots.
**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 (can't 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.
**Core Values**
arenaflex's core values are central to how each employee executes in their role daily and exceeds. Our core 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**
arenaflex is committed to the growth and development of our employees. We offer a range of training and development opportunities, including:
* Ongoing training and support to ensure you have the skills and knowledge you need to succeed in your role.
* Opportunities to take on additional projects and responsibilities to help you grow and develop as a professional.
* Access to arenaflex's internal training programs and resources.
* A supportive and collaborative work environment that encourages learning and growth.
**Work Environment and Company Culture**
arenaflex is a remote-friendly company that values flexibility and work-life balance. We offer a range of benefits and perks to support your well-being, including:
* Telecommute possibility available.
* Overall wellness programs.
* Additional benefits that assist with work-life balance.
* A supportive and collaborative work environment that encourages learning and growth.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including:
* A salary that reflects your experience and qualifications.
* Opportunities for bonuses and performance-based incentives.
* A range of benefits and perks, including health insurance, retirement savings, and paid time off.
* A supportive and collaborative work environment that encourages learning and growth.
**How to Apply**
If you're a customer service-driven individual with a passion for conversation and a knack for empathy, we want to hear from you! Apply now to join arenaflex's Conversion Improvement team as a Customer Experience Chatroom Operator.