On-Site Customer Service & Technical Support Representative – Client Experience Specialist – Jacksonville, NC

About arenaflex – Pioneering Customer Experience

arenaflex is a global leader in delivering next‑generation customer experience solutions. With a footprint that spans more than 40 countries, we partner with some of the world’s most recognizable brands to transform how they engage, retain, and delight their customers. Our mission is to turn every interaction into a memorable moment, leveraging cutting‑edge technology, data‑driven insights, and a people‑first culture. If you thrive in an environment where innovation meets empathy, arenaflex is the place to reimagine your career.

Role Overview

We are seeking an enthusiastic, on‑site Customer Service & Technical Support Representative to join our Jacksonville, NC team. In this role, you will be the voice of arenaflex, handling inbound and outbound calls, as well as digital inquiries, to resolve product and service questions for our clients’ customers. You will work closely with a diverse, collaborative team that values continuous learning, mutual respect, and a shared commitment to excellence.

Key Responsibilities

• Answer inbound calls and initiate outbound outreach to address customer inquiries, technical issues, and service requests.
• Utilize scripted dialogues and probing techniques to accurately diagnose problems and recommend appropriate solutions.
• Maintain a comprehensive knowledge base of client products, services, and policies to provide timely, accurate information.
• Achieve daily, weekly, and monthly performance metrics, including first‑call resolution, average handling time, and customer satisfaction scores.
• Document all interactions in the CRM system, ensuring data integrity and facilitating seamless handoffs to other support tiers.
• Collaborate with cross‑functional teams—such as Quality Assurance, Training, and Product Development—to share insights and improve service processes.
• Participate in ongoing training sessions, role‑plays, and knowledge‑sharing forums to stay current on emerging technologies and best practices.
• Contribute ideas for process enhancements, automation opportunities, and knowledge‑base improvements that elevate the overall customer experience.

Essential Qualifications

• Education: High School Diploma or GED required; additional coursework in communications, business, or technology is a plus.
• Experience: Minimum 6 months of customer service or technical support experience, preferably in a call‑center or contact‑center environment.
• Technical Proficiency: Strong PC literacy, comfortable navigating multiple software applications, CRM tools, and web‑based platforms.
• Communication Skills: Clear, articulate verbal communication and professional written abilities; fluency in English required.
• Problem‑Solving Ability: Demonstrated capacity to think critically, troubleshoot issues, and guide customers to successful outcomes.
• Adaptability: Willingness to work rotational shifts, including evenings, weekends, and holidays as business needs dictate.
• Attitude: A genuine passion for helping people, high integrity, and a collaborative spirit that aligns with arenaflex’s values.

Preferred Qualifications

• Experience with multi‑channel support (chat, email, social media) in addition to voice.
• Familiarity with ticketing systems such as Zendesk, ServiceNow, or similar platforms.
• Basic understanding of networking concepts, operating systems, or common consumer electronics.
• Previous exposure to a fast‑paced, high‑volume environment with measurable performance targets.
• Certification in customer service excellence (e.g., HDI, ITIL) or related technical certifications.

Core Skills & Competencies

• Active Listening: Ability to fully understand customer concerns before responding.
• Empathy: Demonstrating genuine care for the customer’s situation, building trust and rapport.
• Time Management: Efficiently juggling multiple tasks while maintaining quality standards.
• Team Collaboration: Working constructively with peers, supervisors, and other departments.
• Continuous Learning: Eagerness to acquire new product knowledge and technical skills.
• Data‑Driven Mindset: Using metrics and feedback to refine personal performance and team processes.

Career Development & Learning Opportunities

arenaflex invests heavily in the growth of its people. As a member of our support team, you will have access to:

• Comprehensive onboarding and paid training programs that cover product fundamentals, communication techniques, and advanced troubleshooting.
• Free learning platforms (e.g., LinkedIn Learning, Coursera) and internal workshops focused on leadership, technical mastery, and soft‑skill development.
• Mentorship pairings with seasoned professionals who will guide you through career milestones and help you set ambitious goals.
• Clear promotion pathways—approximately 80 % of our managers have risen from within—allowing you to advance to senior support, team lead, or operations management roles.
• Opportunities to participate in cross‑functional projects, innovation labs, and client‑facing initiatives that broaden your experience beyond traditional support duties.

Work Environment & Culture at arenaflex

Our Jacksonville office is a modern, state‑of‑the‑art facility designed to foster collaboration and well‑being. Highlights include:

• Open‑plan workspaces, quiet zones, and comfortable breakout areas equipped with ergonomic furniture.
• High‑speed internet, advanced communication tools, and a technology stack that empowers you to resolve issues quickly.
• Employee Resource Groups (ERGs) that celebrate diversity, including Professional Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), and Health & Wellness.
• Regular social events—team lunches, cultural celebrations, community service days, and “arenaflex Day” recognitions—that reinforce our inclusive, people‑first ethos.
• A supportive leadership team that practices transparent communication, encourages feedback, and celebrates both individual and collective achievements.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• Base Salary: Market‑aligned compensation with regular performance‑based reviews.
• Incentive Programs: Monthly performance bonuses and employee referral rewards.
• Health & Wellness: Medical, dental, and vision coverage; 401(k) plan with company match; paid time off, holidays, and flexible scheduling.
• Well‑Being Initiatives: Access to mental‑health resources, Employee Assistance Program (EAP), on‑site fitness classes, and wellness challenges.
• Professional Growth: Tuition reimbursement, certification support, and internal mobility options.
• Technology Benefits: Discounted devices, remote‑work equipment, and a stipend for home office setup (when applicable).
• Community Impact: Paid volunteer days, sustainability programs, and partnerships with local charities.

Why Join arenaflex?

Choosing arenaflex means becoming part of a purpose‑driven organization that values every employee as a catalyst for change. You will:

• Help world‑leading brands deliver exceptional experiences that drive loyalty and revenue.
• Work alongside a globally diverse team that shares knowledge, celebrates differences, and pushes each other toward excellence.
• Benefit from a clear roadmap for advancement, continuous learning, and recognition for your contributions.
• Enjoy a balanced lifestyle supported by generous benefits, flexible work arrangements, and a vibrant office culture.

Application Process

If you are ready to bring your passion for service, technical curiosity, and collaborative spirit to arenaflex, we want to hear from you. Submit your resume and a brief cover letter outlining why you are the ideal fit for this role. Our talent acquisition team will review applications promptly and reach out to qualified candidates for the next steps.

Take the next step in your career journey—apply today and become part of the arenaflex family, where every voice matters and every interaction counts.

Apply Job!