At arenaflex, we're passionate about empowering educators to create engaging and interactive learning materials for their students. Our suite of innovative tools, including My Worksheet Maker, My Crossword Maker, My Word Search, My Bingo Maker, and My Flashcard Maker, has been helping teachers worldwide since 2012. As we continue to grow and expand our offerings, we're seeking an experienced Customer Relations Representative to join our all-remote team.
**About arenaflex**
arenaflex is a pioneering company that has been at the forefront of remote work since its inception in 2012. Our team of dedicated professionals, including the company founder, Software Developers, a Quality Assurance Analyst, a part-time Head of Customer Experience, and two part-time Customer Support Representatives, work together to deliver exceptional support to our customers. We're committed to creating a work environment that values flexibility, autonomy, and collaboration.
**Job Summary**
As a Customer Relations Representative at arenaflex, you'll be responsible for providing prompt, courteous, and effective support to our customers, primarily through email-based communication. You'll be the first point of contact for our customers, and your role will be critical in ensuring that their needs are met and their issues are resolved efficiently. You'll work closely with our team to investigate, test, and resolve customer issues, process refunds, and compile and submit chargeback disputes.
**Key Responsibilities**
* Respond to all email, social media, voicemail, and Slack messages in a timely and courteous manner
* Investigate, test, and resolve customer issues, including technical issues and billing inquiries
* Process refunds and compile and submit chargeback disputes
* Escalate issues where necessary and work with our team to resolve complex problems
* Meet with supervisor and team members via video conferencing on a regular basis
* Satisfactorily meet performance and response metrics, including average first reply time and customer satisfaction ratings
* Document customer issues and create bug tickets, where needed
* Occasionally assist with testing sites before and after updates
**Essential Qualifications**
* 1+ year(s) experience in a dedicated customer support role (food service does not count)
* Excellent written and verbal communication skills
* Excellent grammar and spelling (most of our customers are teachers!)
* Self-motivated and self-directed, with the ability to work independently in a remote environment
* Ability to participate in virtual and video meetings
* Experience with remote work preferred
* Experience in banking or handling payment transactions preferred
* High technical/web literacy
* Experience and interest in writing preferred
* Reliable, high-speed internet connection
**Preferred Qualifications**
* Experience working in a tech company or with a strong technical background
* Familiarity with Slack, Groove, Jira, Trello, Google Drive, and Stripe
* Strong writing skills and ability to create engaging content
* Experience in a customer-facing role, particularly in the education sector
**Time Frame**
The anticipated start date is October, with a flexible schedule that allows you to work from anywhere in the world with a strong, reliable internet connection. You'll work every other week for approximately 10 hours per week in fall-winter-spring and 6 hours per week in summer.
**Compensation**
You'll be compensated at a rate of $20 USD/hour, with opportunities for career growth and professional development.
**Fit**
This position is not for everyone. If you're excited about the prospect of working in a remote environment, providing exceptional support to educators, and contributing to a innovative company, then this might be the perfect fit for you. We're looking for someone who is self-motivated, flexible, and able to work independently in a fast-paced environment.
**What We Offer**
* A dynamic and supportive team environment
* Opportunities for career growth and professional development
* Flexible scheduling and remote work arrangements
* Competitive compensation and benefits package
* A chance to make a real difference in the lives of educators and students worldwide
**How to Apply**
If you're passionate about delivering exceptional customer support and excited about the opportunity to join our team, please submit your application, including your cover letter and resume. In your cover letter, please explain why you're the perfect fit for this role, highlighting your qualifications, experience, and fit with our company culture.
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