Customer Service Support Specialist – Remote Operations & Contractor Coordination for arenaflex (Twin Cities, MN Residents Preferred)

About arenaflex – Pioneering Insight‑Driven Market Research

arenaflex is a leading provider of mystery shopping, retail auditing, and specialty project services that empower brands to understand the real‑world experiences of their customers. With a nationwide network of independent contractor field representatives, arenaflex delivers actionable insights that drive strategic decisions, improve service quality, and enhance brand reputation. Our mission is to blend technology, data, and human observation to create a clearer picture of the marketplace, and we do it with a culture that values curiosity, collaboration, and continuous improvement.

Why This Role Matters

As a Customer Service Support Specialist at arenaflex, you will be the vital communication hub between our operations team and the field representatives who execute mystery shop assignments across the Twin Cities region. Your ability to manage assignments, nurture contractor relationships, and ensure timely, high‑quality data collection will directly impact the accuracy of our client reports and the satisfaction of the brands that rely on our insights.

Position Overview

This full‑time, remote‑first role reports to the Operations Manager and is open to candidates who reside in or around Minneapolis‑Saint Paul, MN. While the position is primarily virtual, occasional in‑person training sessions or team meetings may be required. The role is classified as non‑exempt (hourly) and offers a supportive, goal‑oriented environment where you can thrive.

Key Responsibilities

Assignment Management & Execution

• Assign available project work to approved shoppers, ensuring each assignment aligns with complex profile and criteria specifications.
• Utilize arenaflex’s online scheduling platform to review, track, and allocate assignments efficiently.
• Monitor client‑driven deadlines with a target of 100% on‑time completion; proactively address overdue assignments.
• Track, facilitate, and follow up on shop cancellations or adjustments, communicating promptly with affected shoppers.
• Coordinate incentive and bonus allocations for specific markets, routes, or properties, adhering to approved spend limits.

Communication & Relationship Building

• Respond to shopper emails and voicemails with professionalism, adhering to arenaflex’s brand standards.
• Conduct outbound calls to fill open assignments, provide coaching, and gather feedback.
• Recruit, onboard, and engage new shoppers to expand the contractor network and improve coverage.
• Maintain weekly production metrics and share them with the Operations team lead.
• Collaborate with colleagues to design and launch shopper email campaigns that drive engagement and performance.

Quality Assurance & Process Improvement

• Review submitted shop reports for accuracy, completeness, and compliance with client requirements.
• Provide constructive coaching to shoppers on shop quality, submission standards, and best practices.
• Identify opportunities for process enhancements, document best practices, and share insights with the operations team.
• Escalate location‑specific challenges to the Operations team lead for timely resolution.

Administrative & Miscellaneous Duties

• Maintain detailed records of assignment status, incentive payouts, and shopper communications.
• Assist with the creation of weekly route adjustments and ensure shoppers receive updated instructions.
• Perform any additional duties assigned by the Operations Manager that support the overall success of the department.

Essential Qualifications

• Education: Associate degree or equivalent in a related field.
• Experience: Minimum of 2 years in a customer service, support, or contractor‑management role, preferably within a remote or field‑service environment.
• Technical Proficiency: Strong command of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and comfort navigating web‑based scheduling tools.
• Communication Skills: Superior oral and written communication abilities; adept at building positive relationships with independent contractors and internal stakeholders.
• Language Mastery: Exceptional command of English grammar, spelling, and composition; ability to spot errors and maintain high editorial standards.
• Analytical Judgment: Strong reasoning skills, attention to detail, and the capacity to prioritize tasks to meet tight deadlines.
• Project Management: Demonstrated ability to manage multiple assignments simultaneously, track progress, and deliver results in a fast‑paced environment.
• Problem‑Solving: Proven track record of identifying process gaps, proposing improvements, and implementing solutions.

Preferred Qualifications & Additional Skills

• Experience working with mystery shopping or market research firms.
• Familiarity with incentive‑management systems and bonus structures.
• Previous remote work experience with a self‑motivated, disciplined approach.
• Ability to interpret complex assignment criteria and translate them into clear instructions for shoppers.
• Comfort conducting outbound phone outreach and delivering coaching feedback.
• Basic knowledge of data privacy and confidentiality standards relevant to field research.

Core Competencies for Success

• Customer‑Centric Mindset: Always prioritize the needs of shoppers and clients, ensuring a seamless experience.
• Organizational Agility: Juggle multiple priorities without sacrificing quality or accuracy.
• Collaborative Spirit: Work closely with the Operations Manager, team leads, and cross‑functional partners to achieve shared goals.
• Tech‑Savvy Attitude: Quickly adopt new platforms, tools, and workflows that enhance productivity.
• Resilience & Adaptability: Thrive in a dynamic environment where priorities can shift rapidly.

Career Growth & Learning Opportunities

arenaflex invests in the professional development of its team members. In this role, you will have access to:

• Structured training programs on advanced project management, data analysis, and stakeholder communication.
• Mentorship from senior operations leaders who can guide your career trajectory within the organization.
• Opportunities to transition into higher‑impact positions such as Operations Supervisor, Contractor Program Manager, or Client Services Lead.
• Regular webinars and workshops on industry trends, emerging research methodologies, and technology innovations.

Compensation, Perks & Benefits

While specific salary details are tailored to experience, arenaflex offers a competitive hourly wage complemented by a comprehensive benefits package that includes:

• Fully remote work setup with a stipend for home office equipment.
• Flexible day‑shift schedule to support work‑life balance.
• Health, dental, and vision insurance options.
• Paid time off, holidays, and sick leave.
• Performance‑based bonuses tied to assignment completion rates and quality metrics.
• Professional development budget for courses, certifications, and conferences.
• Employee assistance program (EAP) and wellness resources.

Work Environment & Culture at arenaflex

arenaflex fosters an inclusive, collaborative, and innovative culture where every voice matters. Our remote‑first philosophy is built on trust, autonomy, and clear communication. Team members are encouraged to share ideas, challenge the status quo, and contribute to continuous improvement initiatives. Regular virtual town halls, team‑building activities, and recognition programs ensure that employees feel connected, valued, and motivated.

How to Apply

If you are a proactive, detail‑oriented professional who thrives in a remote environment and enjoys building relationships with independent contractors, we want to hear from you. Join arenaflex and play a pivotal role in delivering the insights that shape the future of retail and service experiences.

Apply Job!