Experienced Customer Support Specialist – Remote Customer Service Representative for arenaflex

At arenaflex, we are dedicated to revolutionizing the childcare industry by providing innovative subsidy management software-as-a-service (SaaS) solutions to state agencies, Head Start programs, and child care providers. Our mission is to create a world where all families, regardless of their income level, have access to high-quality child care. As a leading provider of SaaS solutions, we are seeking an experienced Customer Support Specialist to join our team and provide exceptional customer service to our clients.

About arenaflex

arenaflex is a dynamic and forward-thinking organization that is committed to making a positive impact on the lives of families and children. Our team of industry experts is passionate about delivering high-quality software solutions that meet the needs of our clients and their customers. With a strong focus on customer satisfaction, we strive to build long-term relationships with our clients and partners.

Job Summary

As a Customer Support Specialist with arenaflex, you will be responsible for providing high-quality, first-line client service and technical support to our customers using our software via telephone, email, chat, and personal interaction. You will be the primary point of contact for our clients, and your goal will be to resolve their issues efficiently and effectively. This is an excellent opportunity for a customer-focused individual who is passionate about delivering exceptional service and making a difference in the lives of families and children.

Responsibilities and Duties

As a Customer Support Specialist with arenaflex, your responsibilities will include:

• Answering telephone calls, emails, and chats in a fast-paced call center environment
• Accurately documenting and processing customer claims in appropriate systems
• Following all required scripts, policies, and procedures
• Complying with requirements surrounding confidential information and personal information
• Appropriately escalating customer issues to management
• Utilizing knowledge base and training to answer customer questions accurately
• Answering telephone calls promptly and in a polite and professional manner
• Training end-users on how to use company software products and systems
• Helping meet customer Service Level Agreements (SLAs)
• Attending meetings and training and reviewing all new training material to stay up to date on changes
• Ensuring first call resolution through problems solving and effective call handling
• Occasional travel may be required (for conferences or to visit customer sites)
• Occasional on-call or overtime evening hours are required, and occasional weekend hours may be required, depending on the needs of our clients
• This position is remote, and applicants are required to have a dedicated home office space free from noise and interruptions

Requirements

To be successful in this role, you will need to possess the following qualifications and skills:

• Bilingual, including written and verbal communication is preferred
• Experience working in a support center, preferably SaaS
• Experience within the childcare industry, preferable experience within a subsidized childcare program
• Experience with arenaflex software is a huge plus!
• Strong interpersonal, writing, and verbal communications skills are essential
• Excellent troubleshooting skills are vital
• Teamwork is necessary
• Education and experience in customer handling skills are highly desirable
• Experience with CRMs
• Experience with Microsoft Word, Outlook, and Excel is required
• Three or more years of on-the-job technical writing, training, or education experience is preferred

What We Offer

As a valued member of our team, you will enjoy the following benefits:

• The ability to work from anywhere in the United States
• Starting pay is $20/hour, depending on experience
• Comprehensive benefits package including health, vision, and dental insurance, starting the first of the month after start date
• 401(k) retirement plan, with company match
• Paid company holidays and generous PTO
• Friendly, supportive, and adventurous environment with a team of engaged colleagues who are all focused on enabling and improving the childcare industry for all families.

Why Join arenaflex?

At arenaflex, we are committed to building a diverse and inclusive team that reflects the communities we serve. We believe that our differences are our strengths, and we strive to create a workplace that is welcoming and inclusive for all. We are an equal opportunity employer and do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

How to Apply

If you are a motivated and customer-focused individual who is passionate about making a difference in the lives of families and children, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you! Apply to this job Apply for this job