At arenaflex, we're brewing a new kind of company culture that's all about connection, passion, and service to others. As a resolution advisor, you'll be part of a team that's dedicated to delivering extraordinary customer experiences and turning difficult situations into delightful outcomes. If you're passionate about helping customers and have a knack for resolving complex issues, this role is for you!
**About arenaflex**
arenaflex is a global leader in the industry, known for its commitment to developing extraordinary leaders who share a passion for customer care and service to others. Our company culture is built on a foundation of connection, passion, and a deep understanding of the retail customer journey and ecosystem. We're a company that's always innovating, always improving, and always striving to be the best.
**Job Summary**
As a resolution advisor, you'll be responsible for providing end-to-end investigation and resolution of the highest level of customer care issues, working cross-functionally with stakeholders to ensure alignment on processes and communication to customers. You'll create talking points on escalated customer issues for our owned social media channels and retail leadership, and assist in vendor coaching and guidance on behalf of all customer-facing arenaflex brands. You'll also analyze emerging issues and recommend solutions to improve the customer experience and reduce future escalations.
**Key Responsibilities**
* Provide end-to-end investigation to resolve the highest level of customer care issues pertaining to experiences with our brands, including but not limited to:
+ Claims of discrimination & harassment
+ Personal injury or property damage (crisis management)
+ While working to mitigate issues progressing to Risk or Legal
* Work cross-functionally with our stakeholders, including but not limited to:
+ Public Affairs
+ Risk
+ Legal
+ Ethics & Compliance
+ Campaign Managers
+ Retail and executive leaders to ensure alignment on processes and communication to customers
* Create talking points on escalated customer issues for our owned @arenaflexCare handle and other arenaflex-verified social media channels as well as for retail leadership
* Assist in vendor (contact center) coaching and guidance on behalf of all customer-facing arenaflex brands
* Analyze emerging issues and recommend solutions to improve the customer experience and reduce future escalations
* Advise and participate on project teams and task forces purposed with creating and/or testing new processes, programs and technologies to ensure continuous improvement and operational success
* Participation in on-call (after hours, weekends, holidays) rotation with team members for urgent issues
**Essential Qualifications**
* 3-5 years of retail operations or customer care experience equivalent
* 1-2 years leadership experience in retail or office environment or data analysis experience
* Bachelor's degree in communications, business management or finance preferred
* Exceptional written and oral communication skills (customer and executive level)
* Passionate about customer care with a deep understanding of the retail customer journey and ecosystem
* Knowledgeable about arenaflex culture, products, and voice of the brand
* Excels in working in a fast-paced professional and changing environment
**Preferred Qualifications**
* 1-2 years of customer care complaint/escalation resolution experience for a major retail brand
* Agile Methodologies and data analysis for continuous improvement
* Experience with Microsoft Teams, MS Outlook, Smartsheet and ServiceNow a plus
**Benefits and Perks**
As a Starbucks partner, you (and your family) will have access to medical, dental, vision, basic and supplemental life insurance, and other voluntary insurance benefits. Partners have access to short-term and long-term disability, paid parental leave, family expansion reimbursement, paid vacation from date of hire, sick time (accrued at 1 hour for every 25 hours worked), eight paid holidays, and two personal days per year. arenaflex also offers eligible partners participation in a 401(k) retirement plan with employer match, a discounted company stock program (S.I.P.), arenaflex equity program (Bean Stock), incentivized emergency savings, and financial well-being tools. Additionally, arenaflex offers 100% upfront tuition coverage for a first-time bachelor's degree through Arizona State University's online program via the arenaflex College Achievement Plan, student loan management resources, and access to other educational opportunities. You will also have access to backup care and DACA reimbursement.
**Work Environment and Culture**
arenaflex is committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply.
**Remote Work Opportunity**
For candidates applying in the Seattle area, we offer a flexible workplace that allows for hybrid work. Employees can work remotely up to two days per week. Standard work hours are Monday thru Friday 7am to 4pm pacific, additional hours may vary depending on workload.
**How to Apply**
If you're passionate about customer care and have a knack for resolving complex issues, we want to hear from you! Apply today and join our team of extraordinary leaders who share a passion for service to others.
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