Customer Service & Technical Support Representative – On‑Site Frontline CX Specialist – Jacksonville, NC – arenaflex

About arenaflex – Redefining Customer Experience

arenaflex is a globally recognized leader in delivering innovative customer experience (CX) solutions for some of the world’s most iconic brands. With a presence in over 40 countries and a commitment to technology‑driven service excellence, arenaflex empowers businesses to transform their customer interactions through cutting‑edge tools such as AI‑powered chatbots, augmented reality, and advanced analytics. Our mission is simple: to become the best service provider in the world by fostering a diverse, inclusive, and people‑first culture where every employee can thrive.

Why This Role Matters

As a Customer Service & Technical Support Representative – On‑Site at arenaflex, you will be the voice and the problem‑solver for our clients’ customers. You will handle inbound and outbound calls, as well as digital inquiries, providing timely resolutions that enhance brand loyalty and drive measurable business results. This position is a gateway to a rewarding career path within a forward‑thinking organization that consistently earns accolades such as “World’s Best Workplaces,” “Happiest Employees,” and “Best Companies for Career Growth.”

Key Responsibilities

• Answer inbound calls and initiate outbound outreach to address customer questions, concerns, and technical issues.
• Utilize scripted dialogues and probing techniques to accurately identify customer needs and recommend appropriate solutions.
• Achieve predefined service level agreements (SLAs) for call handling time, first‑call resolution, and customer satisfaction scores.
• Maintain an up‑to‑date knowledge base of client products, services, and platform functionalities.
• Document each interaction in the CRM system with clear, concise notes to ensure seamless handoffs and future reference.
• Collaborate with cross‑functional teams—including technical specialists, quality assurance, and product managers—to resolve complex issues.
• Participate in ongoing training sessions, role‑plays, and performance coaching to continuously improve service delivery.
• Contribute ideas for process enhancements, knowledge‑base updates, and automation opportunities that can improve efficiency.
• Adhere to arenaflex’s compliance standards, data privacy policies, and security protocols during every customer interaction.

Essential Qualifications

• High School Diploma or GED; additional post‑secondary education is a plus.
• Minimum of 6 months of experience in a customer service or technical support environment (experience can be in‑person, remote, or hybrid).
• Strong proficiency with PC hardware, operating systems, and common software applications (e.g., Microsoft Office, web browsers, ticketing tools).
• Demonstrated ability to multitask in a fast‑paced environment while maintaining accuracy and professionalism.
• Excellent verbal communication skills, with a clear, friendly, and empathetic tone.
• Basic troubleshooting skills for hardware, software, and connectivity issues.
• Willingness to work rotational shifts, including evenings, weekends, and holidays as required.
• Legal authorization to work in the United States and residence in or near Jacksonville, NC.

Preferred Qualifications & Additional Skills

• Associate’s or Bachelor’s degree in Business, Communications, Information Technology, or related field.
• Experience with CRM platforms (e.g., Salesforce, Zendesk) and ticketing systems.
• Familiarity with basic networking concepts (IP addressing, Wi‑Fi troubleshooting).
• Fluency in a second language (Spanish, Portuguese, etc.) to support a diverse customer base.
• Demonstrated track record of meeting or exceeding performance metrics in a call‑center environment.
• Certification in customer service excellence (e.g., HDI Customer Service Representative) or technical support (e.g., CompTIA A+).

Core Competencies for Success

• Customer‑Centric Mindset: Genuine compassion and a commitment to delivering value in every interaction.
• Problem‑Solving Acumen: Ability to diagnose issues quickly, think critically, and propose effective solutions.
• Communication Excellence: Clear articulation, active listening, and the capacity to convey technical information in layman’s terms.
• Team Collaboration: Openness to sharing knowledge, supporting peers, and contributing to a positive team dynamic.
• Adaptability: Comfort with evolving technologies, new processes, and shifting priorities.
• Attention to Detail: Accurate documentation and adherence to procedural standards.

Career Growth & Development at arenaflex

arenaflex invests heavily in the professional development of its employees. Approximately 80 % of our managers and senior leaders have been promoted from within, reflecting a clear pathway for advancement. As a new hire, you will receive:

• Comprehensive onboarding and paid training that equips you with product knowledge, communication techniques, and technical troubleshooting skills.
• Access to a suite of FREE learning platforms, including leadership development programs, certification courses, and industry‑specific webinars.
• Mentorship opportunities that pair you with experienced professionals who can guide your career trajectory.
• Regular performance reviews and personalized development plans to help you achieve your short‑ and long‑term goals.
• Opportunities to transition into specialized roles such as Technical Support Engineer, Quality Analyst, Team Lead, or Client Success Manager.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to support your financial, health, and personal well‑being:

• Base Salary: Market‑aligned compensation with performance‑based incentives.
• Performance Bonuses: Monthly and quarterly bonuses tied to key performance indicators (KPIs) such as CSAT, first‑call resolution, and productivity.
• Referral Program: Lucrative employee referral bonuses for successful hires.
• Retirement Savings: 401(k) plan with company match to help you build long‑term wealth.
• Health & Wellness: Medical, dental, and vision coverage; paid time off (PTO), holidays, and sick leave; Employee Assistance Program (EAP) for mental health support.
• Work‑Life Balance: Flexible scheduling options where possible, and a modern, state‑of‑the‑art office equipped with ergonomic workstations, collaborative spaces, and advanced technology.
• Diversity & Inclusion Initiatives: Employee resource groups (ERGs) for Professional Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), and Health & Wellness.
• Community Engagement: Participation in global citizenship events such as World Clean Up Day, #MyOneEarthPromise, and local volunteer activities.
• Recognition Programs: Celebrations for arenaflex Day, Team Appreciation Day, Customer Service Week, and other cultural milestones.

Work Environment & Culture

At arenaflex, we pride ourselves on a vibrant, inclusive, and collaborative workplace. Our Jacksonville, NC location features a spacious, technology‑enabled office where teams can work together in person while enjoying a relaxed atmosphere. Key cultural pillars include:

• People‑First Philosophy: We are fanatical about our staff, investing in tools, training, and resources that enable you to succeed.
• Continuous Innovation: Employees are encouraged to experiment with emerging technologies and share ideas that drive client success.
• Global Community: With colleagues spanning 40+ countries, you’ll gain exposure to diverse perspectives and best practices.
• Recognition & Celebration: Regular events, awards, and shout‑outs celebrate individual and team achievements.
• Well‑Being Focus: On‑site wellness programs, fitness challenges, and access to health partners promote a balanced lifestyle.

Application Process & Next Steps

If you are ready to reimagine your career, make a tangible impact on world‑leading brands, and grow within a supportive, high‑performing organization, we want to hear from you. To apply, click the link below, submit your resume, and complete the brief questionnaire. Our talent acquisition team will review your application and reach out to schedule an interview.

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Join arenaflex – Your Future Starts Here

At arenaflex, you are not just filling a role; you are becoming part of a mission‑driven community that values curiosity, empathy, and excellence. Whether you are just starting your professional journey or looking to take the next step, arenaflex offers the tools, mentorship, and opportunities to help you become the best version of yourself. Take the leap, apply today, and discover why thousands of employees worldwide consider arenaflex their employer of choice.