Are you passionate about delivering exceptional customer experiences and working in a dynamic, fast-paced environment? Do you thrive in a team-oriented setting where no two days are ever the same? If so, we invite you to join arenaflex, a leading retailer of used cars, as an Experienced Customer Service Representative – Retail Service and Operations.
At arenaflex, we're committed to disrupting the auto industry by delivering honest, transparent, and high-integrity experiences to our customers. With over 200 locations nationwide, we're the nation's largest retailer of used cars, and we're growing rapidly. Our team of over 25,000 associates works together to deliver iconic customer experiences, and we're recognized for our commitment to training and diversity.
As an Experienced Customer Service Representative – Retail Service and Operations, you'll play a critical role in supporting the Service Department by assisting customers on the phone and in person before, during, and after service/repair processes. You'll be the face of arenaflex, providing exceptional customer service and ensuring that every interaction is positive and memorable.
**Key Responsibilities:**
* Answer all incoming service calls in a prompt and friendly manner, displaying appropriate tone of voice and empathy throughout the entire customer interaction.
* Assist Customer Advisors/Service Consultants with customers when needed.
* Answer basic service department questions, schedule service appointments, route customers' calls.
* Provide written messages to the responsible party in a timely manner.
* Complete reminder calls for customers scheduled for an appointment.
* Assist the service department in contacting customers once special ordered parts have arrived to schedule appointments.
* Contact customers with Repair Requests to schedule appointments.
* File repair orders and all supporting documentation daily.
* Audit all sublet invoices to ensure they are processed and resolved per arenaflex Guidelines.
* Ensure the loaner log and dealer tags are always in compliance with audit requirements.
**Essential Qualifications:**
* Accountable to Associate 1 Competency Model
* Demonstrate exceptional interpersonal, communication, and customer service skills.
* Demonstrate exceptional telephone etiquette and active listening skills.
* Execute Retail Service Standardized Work
* Provide exceptional customer service at all times by consistently executing the Retail Service Standardized Work and Voice of Customer (VoC) processes.
* Maintain or exceed the arenaflex guidelines for customer satisfaction.
* Read, interpret, and transcribe data in order to maintain proper records.
* Intermediate computer skills including spreadsheet knowledge.
**Preferred Qualifications:**
* Successfully work with associates in other departments within the store.
* Perform multiple duties in a high-energy, fast-paced working environment.
* Demonstrate above-average communication skills with the ability to speak and listen effectively when dealing with customers/associates, both in person and over the phone.
* Stay current in arenaflex provided training in all areas of the Service process.
* Possess intermediate computer skills.
**Working Conditions:**
* Primarily indoor environment; may include working at times in noisy conditions.
* May require sitting or standing for extended periods of time.
* Flexible work hours with shifts that may include nights, weekends, holiday, and 12-hour days.
* Follow all arenaflex, O.S.H.A., and EPA standards including the use of Personal Protective Equipment, and proper waste disposal in required areas.
* Adhere to all arenaflex policies including, but not limited to: Code of Business Conduct, Attendance, Asset Protection, Integrity, Proper Recording of Time, Environmental Health and Safety, and Standards of Professional Appearance policies.
**About arenaflex:**
arenaflex disrupted the auto industry by delivering the honest, transparent, and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation's largest retailer of used cars, with over 200 locations nationwide. Our amazing team of over 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For.
**arenaflex is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.**
**Upon an applicant's request, arenaflex will consider reasonable accommodation to complete the arenaflex Job Application.**
If you're passionate about delivering exceptional customer experiences and working in a dynamic, fast-paced environment, we invite you to join our team at arenaflex. Apply now to become an Experienced Customer Service Representative – Retail Service and Operations and start your career with a leading retailer of used cars.