Experienced Customer Service & Technical Support Representative – On-Site (Jacksonville, North Carolina)

Join arenaflex: Where Exceptional Customer Experiences Begin

Are you ready to reimagine your career with a forward-thinking global organization that truly nurtures a people-first, inclusive culture? Do you want to belong to a company where genuine sense of community and authentic connection define the workplace experience? If you've been searching for a career that combines your passion for helping others with opportunities for growth, innovation, and personal development, then a Customer Service and Technical Support Representative position at arenaflex is exactly where your journey should lead you.

At arenaflex, we believe that exceptional customer experiences are the foundation of business success. We partner with the world's most recognizable brands to deliver outstanding customer interactions that drive loyalty, satisfaction, and measurable business results. Our commitment to innovation, diversity, and excellence has earned us recognition as an industry leader in customer experience management. We are currently seeking talented individuals who share our passion for customer service excellence to join our growing team in Jacksonville, North Carolina.

As a Customer Service/Technical Support Representative at arenaflex, you will become part of an organically diverse team representing over 40 countries, where every member contributes to collective success and supports one another's growth and well-being. We are united as "One arenaflex" – a philosophy that guides how we work together, serve our clients, and build lasting relationships with customers across the globe. This is more than just a job; it's an opportunity to develop skills that will serve you throughout your career while making a meaningful impact on the customers you assist every day.

What You Will Do in This Role

As an integral member of our customer service team, you will play a vital role in representing some of the world's most trusted brands. Your responsibilities will encompass a wide range of customer interaction activities designed to ensure satisfaction, resolve issues, and create positive experiences that keep customers coming back.

• Handle inbound customer calls with professionalism and empathy, addressing questions, concerns, and requests that require additional support and troubleshooting


• Achieve specific support and resolution metrics on every interaction, ensuring each customer leaves their experience feeling valued and satisfied with the outcome


• Utilize script guidelines and probing techniques to accurately determine customer needs and offer the most appropriate advice, solutions, or services for their particular situations


• Maintain comprehensive knowledge of client products and services, staying current with updates, new features, and policy changes that affect customer experiences


• Document customer interactions accurately in our CRM systems, capturing relevant details, resolution steps, and follow-up actions needed


• Identify opportunities for upselling or cross-selling appropriate products and services when aligned with customer needs and preferences


• Escalate complex issues to appropriate supervisory or technical resources when first-call resolution is not achievable


• Participate in continuous improvement initiatives by providing feedback on processes, scripts, and customer pain points


• Adapt to changing client requirements and new product launches with flexibility and enthusiasm


• Meet or exceed performance metrics including customer satisfaction scores, average handle time, first-call resolution, and quality assurance standards

Your Qualifications and What We're Looking For

We believe that the best customer service professionals bring a unique combination of skills, integrity, knowledge, and genuine compassion that delivers value and success with every customer interaction. While we provide comprehensive training, we seek individuals who possess certain foundational qualities that set them up for success in this role.

Essential Qualifications:

• Education: High School Diploma and/or GED equivalent required


• Experience: Minimum of 6 months in customer service, retail, or hospitality preferred – but we welcome enthusiastic candidates who are eager to learn and grow


• Technical Proficiency: Strong PC knowledge and computer navigation skills, including proficiency with Windows-based applications, web browsers, and email systems


• Communication Skills: Excellent verbal communication skills with the ability to articulate clearly, listen actively, and maintain professionalism throughout interactions


• Problem-Solving Abilities: Strong analytical skills to identify root causes of customer issues and develop effective solutions


• Adaptability: Ability to work rotational shifts as needed, including evenings, weekends, and holidays based on business requirements

Preferred Qualifications:

• Previous experience in a call center or customer service environment


• Familiarity with customer relationship management (CRM) software


• Experience handling high-volume inbound calls


• Technical support or help desk experience


• Multi-language capabilities (particularly Spanish)

Skills and Competencies for Success

Beyond formal qualifications, we seek individuals who demonstrate the following competencies that are essential for thriving in our fast-paced, customer-focused environment:

• Active Listening: The ability to fully concentrate on what customers are saying, ask clarifying questions, and acknowledge their concerns before responding


• Empathy and Emotional Intelligence: Genuine compassion for customer situations and the ability to connect on a human level while maintaining professional boundaries


• Fast-Paced Multi-Tasking: Proficiency in handling multiple customer inquiries simultaneously while maintaining accuracy and quality


• Eagerness to Learn: A growth mindset and enthusiasm for mastering new technologies, products, and processes


• Resilience and Patience: The capacity to remain calm and composed when dealing with frustrated or upset customers


• Attention to Detail: Meticulousness in documenting interactions, following procedures, and ensuring accuracy in all aspects of the role


• Team Player Attitude: Willingness to support colleagues, share knowledge, and contribute to a positive team environment


• Time Management: Strong organizational skills to prioritize tasks and manage workload effectively

Career Growth and Personal Development

At arenaflex, we are fanatical about our staff. We believe that investing in your growth is an investment in our collective success. This position represents a tremendous opportunity to reimagine your career trajectory while developing professional relationships that can last a lifetime.

When you join arenaflex, you'll receive comprehensive training that equips you with the skills and knowledge needed to excel in your role. Our award-winning learning and development programs are designed to support your ongoing growth, from your first day through every step of your career journey. We provide:

• Paid Initial Training: Comprehensive onboarding program that prepares you for success from day one


• Ongoing Skills Development: Continuous learning opportunities through our internal training platforms


• Leadership Development Programs: Free courses and workshops designed to help you develop the skills needed for management and leadership roles


• Mentorship Programs: Structured relationships with experienced professionals who guide your career development


• Internal Promotion Opportunities: Real career growth potential – approximately 80% of our managers and leaders have been promoted from within!


• Performance-Based Advancement: Clear pathways for progression based on demonstrated performance and leadership potential

Your career journey at arenaflex is limited only by your ambition and dedication. Whether you aspire to advance into supervisory roles, specialize in technical support, or explore other areas of our global organization, we provide the resources, support, and opportunities to help you achieve your goals.

Work Environment and Company Culture

At arenaflex, we have created a workplace culture that celebrates diversity, promotes inclusion, and fosters genuine belonging. We believe that our differences make us stronger, and we actively cultivate an environment where every team member feels valued, respected, and empowered to contribute their unique perspectives.

Our Jacksonville, North Carolina location features a modern, state-of-the-art office setting equipped with advanced technologies designed to enhance productivity and collaboration. You'll work alongside a diverse team of professionals who are passionate about delivering exceptional customer experiences and supporting one another's success.

We offer numerous opportunities for networking and connection through organized employee groups focused on:

• Professional Development and Networking


• Women's Leadership and Empowerment


• Black Professionals Network


• LGBTQ+ Pride Alliance


• Ability (Disabilities) Inclusion Network


• Health and Wellness Community


• Environmental Sustainability Initiatives


• Community Outreach and Volunteer Programs

Throughout the year, we celebrate special occasions and recognition events including Team Appreciation Day, Customer Service Week, Diversity and Inclusion Month, and various other programs that bring our team together and acknowledge outstanding contributions.

Compensation, Perks, and Benefits

We believe in recognizing our team members' contributions with competitive compensation and an comprehensive benefits package designed to support your well-being, financial security, and work-life balance.

• Competitive Pay: Attractive hourly rate with opportunities for performance-based increases


• Monthly Performance Incentives: Additional earnings potential based on individual and team performance


• Employee Referral Bonuses: Lucrative incentives for bringing talented friends and family members to join our team


• Paid Training: Full pay during your initial training period


• Health Insurance: Medical, dental, and vision coverage for you and your family


• Financial Security: 401(k) retirement plan with company match


• Paid Time Off: Generous PTO policy plus paid holidays


• Employee Assistance Program (EAP): Comprehensive support services for personal and professional challenges


• Health and Wellness Programs: Resources and support for maintaining physical, mental, and emotional well-being


• Career Development Resources: Access to learning platforms, certification programs, and continuing education support

Reimagine Your Best Self at arenaflex

If all of this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why thousands of professionals around the globe are proud to call arenaflex their employer of choice – united as "One arenaflex."

We are seeking candidates who are passionate about providing exceptional customer service experiences, who thrive in collaborative environments, and who are ready to grow with a company that values their contributions and invests in their future. This is your opportunity to join a team where your skills, integrity, and genuine compassion will make a real difference every single day.

Don't miss this chance to reimagine what's possible for your career. Take the first step toward an exciting new chapter by applying now. We can't wait to welcome you to the arenaflex family!

Note: This position is located in Jacksonville, North Carolina. In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence. arenaflex is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. These are not intended to be a comprehensive list of all responsibilities, duties, or skills required for this role.