Experienced Customer Care Representative – Telecommunications and Broadband Services

At arenaflex, we're committed to delivering exceptional customer experiences and connecting people through innovative broadband solutions. As a Customer Care Representative, you'll be the primary point of contact for residential customers, responsible for building and sustaining customer relationships by providing outstanding service and promoting arenaflex's telecommunications and broadband products.

About arenaflex

Headquartered in Tacoma, WA, arenaflex is a local leader in delivering high-speed internet and digital connectivity solutions to communities throughout Washington State. With a commitment to provide innovative and reliable broadband services delivered with a focus on excellent customer service, arenaflex is dedicated to connecting people, supporting community growth, and building networks that fuel our local economies. In 2023, arenaflex closed on a transaction to acquire Rainier Connect, forming arenaflex. In 2024, arenaflex closed on a transaction acquiring the Washington state operations of Consolidated Communications. Since then, arenaflex has announced plans to deploy fiber optic broadband in several communities. These investments will allow arenaflex to rapidly invest in modern fiber-optic broadband networks in both existing markets as well as in several expansion markets, bringing the latest in high-speed reliable broadband solutions to its communities.

Company Culture and Values

At arenaflex, we're driven by our core values:

• Integrity: Upholding the highest standards of integrity at all times.
• Delighting Our Customers: Delivering exceptional experiences that exceed expectations.
• Collaboration: Working together to create successful outcomes for customers and employees alike.

Position Summary

As a Customer Care Representative at arenaflex, you'll be responsible for handling customer inquiries, troubleshooting technical issues, processing orders, and meeting sales objectives. The ideal candidate is goal-oriented, has strong communication skills, and enjoys helping customers optimize their service experience. This role is ideal for an adaptable problem-solver who thrives in a fast-paced environment and is driven to contribute to team and company sales goals.

Primary Responsibilities

* Customer Interaction: Respond to customer inquiries by phone or in person, handling requests for installations, service changes, and general support.

• Sales and Upselling: Identify customer needs and promote arenaflex's products to enhance their service experience. Meet or exceed sales goals by actively participating in sales initiatives and upselling opportunities.
• Order Processing: Accurately enter and manage customer orders in billing and CRM systems, ensuring precision in charges, account changes, and installation scheduling.
• Billing and Payments: Assist customers with billing questions, process payments, and encourage the use of arenaflex's self-service tools.
• Technical Troubleshooting: Handle basic troubleshooting tasks, open and manage trouble tickets, and escalate complex issues as needed.
• Collaboration and Team Contribution: Work closely with team members and other departments to ensure a seamless customer experience and share best practices for problem resolution.

Core Competencies, Personal Attributes, and Skills

* Customer-Focused: Dedicated to delivering outstanding service and fostering positive customer relationships.

• Adaptable: Comfortable in a fast-paced, changing environment and eager to learn new skills and technologies.
• Problem-Solver: Able to think critically and creatively to resolve customer issues effectively.
• Goal-Oriented: Driven to achieve sales targets and contribute to team success.
• Detail-Oriented: Ensures accuracy in order processing, documentation, and data entry.

Strong verbal and written communication skills

, with a clear speaking voice and confidence in phone and in-person interactions.

Ability to work in a fast-paced, high-pressure environment

and manage multiple tasks.

Proficiency in Microsoft Office

and experience with CRM or billing systems.

Familiarity with sales techniques

and ability to meet or exceed sales objectives.

Experience with tools such as iVue, Pivot, or Salesforce

is a plus.

Measuring Success

*

Achieve high customer satisfaction scores

through effective problem-solving and attentive service.

Meet or exceed individual sales targets

and contribute to team sales objectives.

Resolve customer issues during the initial contact

to minimize follow-up interactions.

Maintain a high level of accuracy

in order processing and customer data management.

Contributing to and developing a performance and results-oriented culture

.

Behaviors that are aligned with and strengthen company values

.

Experience and Qualifications

*

High school diploma or GED required

.

1–3 years of customer service experience

, preferably in the telecommunications or broadband industry.

A scrappy, nimble, innovative, hands-on contributor

who is not afraid to roll up their sleeves to accomplish goals.

Demonstrated critical thinking skills

, excellent and proactive communication skills, an ability to identify, prioritize, and collaborate effectively. Criminal Background, Drug, Non-Negligent Driving Record, and Employment Level Credit Checks required

Location, Work Environment, and Physical Requirements

*

In-office, based in one of our three offices located in Eatonville, Tacoma, or Centralia

.

Our work spaces are collaborative and customer-focused

, with a commitment to professional growth and team support.

Prolonged periods of screen time and extended sitting may be required

. Occasional overtime or weekend shifts may be necessary to meet peak workload demands.

Compensation

*

The pay range for this position is $20-$26 per hour

.

Paid Holidays

.

Paid PTO

.

Medical, Dental, Vision, and Life Insurance

.

401K w/ matching

.

Employee Assistance Program

. arenaflex is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.

Job Type: Full-time

Pay: $20.00 - $26.00 per hour

Benefits:

*

401(k)

*

401(k) matching

*

Dental insurance

*

Health insurance

*

Paid time off

*

Vision insurance

Shift:

*

8 hour shift

*

Day shift

Application Question(s):

* Are you willing to undergo pre-employment criminal background, driving record, non-score impacting credit, and drug screening?

Ability to Commute:

*

Tacoma, WA 98402 (Required)

Work Location:

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