At arenaflex, we're revolutionizing the way people play the lottery with our innovative mobile platform. As a Customer Support Associate, you'll play a vital role in delivering exceptional customer experiences and ensuring our users have a seamless and enjoyable experience with our app. If you're passionate about providing top-notch support and have a knack for problem-solving, we'd love to hear from you!
**About arenaflex**
arenaflex is the first mobile lottery app in the U.S. that offers players a secure way to order official state lottery tickets, such as Powerball, Mega Millions, and more, via their smartphones. We're committed to creating a more convenient, fun, and responsible way to play the lottery by modernizing the $300B global lottery market with a mobile platform that everyone, including grandma, can feel good about. Our mission is to make playing the lottery a positive and enjoyable experience for all our users.
**Job Summary**
As a Customer Support Associate, you'll serve as an expert resource for arenaflex end users, handling incoming inquiries and requests across multiple channels. Your primary goal will be to provide outstanding support and deliver the best customer experiences possible. You'll be responsible for managing ID verifications, ACH requests, chargebacks, and other day-to-day operational functions. You'll also communicate with end users via phone, voicemail, in-app and web messaging, email, and social media, ensuring positive customer experiences.
**Responsibilities**
* Respond to all customer inquiries and support requests across multiple channels, ensuring users' needs are met and issues are resolved
* Manage ID verifications, ACH requests, chargebacks, and other day-to-day operational functions
* Communicate with end users via phone, voicemail, in-app and web messaging, email, and social media, ensuring positive customer experiences
* Collaborate across internal functions and external third parties to resolve complex issues
* Continually build and maintain expert-level product knowledge
* Stay up-to-date with industry trends and best practices in customer support
* Participate in ongoing training and development to improve skills and knowledge
**Qualifications**
* Prior B2C high-volume support experience
* Proficiency with CS platforms such as Helpshift or Zendesk
* Excellent communication skills, both verbal and written
* Bilingual proficiency in English and Spanish
* Experience communicating with customers via social media, app store reviews, etc.
* Familiarity with payment processing systems and dispute resolution (ACH, credit cards, chargebacks, etc.)
* Willing and able to work flexible and/or extended hours (evenings/overnight)
* Ability to work in a fast-paced environment and prioritize tasks effectively
* Strong problem-solving skills and attention to detail
* Ability to maintain confidentiality and handle sensitive information
**Essential Skills and Competencies**
* Excellent communication and interpersonal skills
* Ability to work in a team environment and collaborate with internal functions and external third parties
* Strong problem-solving skills and attention to detail
* Ability to maintain confidentiality and handle sensitive information
* Proficiency in using technology, including CRM software and social media platforms
* Ability to work in a fast-paced environment and prioritize tasks effectively
* Strong analytical and critical thinking skills
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Support Associate, you'll have opportunities to:
* Participate in ongoing training and development to improve skills and knowledge
* Collaborate with internal functions and external third parties to resolve complex issues
* Continually build and maintain expert-level product knowledge
* Stay up-to-date with industry trends and best practices in customer support
* Participate in performance evaluations and goal-setting to ensure career growth and development
**Work Environment and Company Culture**
arenaflex is a remote-friendly company, and this role is eligible for remote work. We're committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. Our company culture is built on the principles of collaboration, innovation, and customer-centricity.
**Compensation and Benefits**
The starting rate for this role is $28 per hour. This is a part-time non-exempt position eligible for overtime under FLSA requirements. We offer a competitive compensation package, including:
* Competitive hourly rate
* Opportunities for career growth and development
* Flexible and remote work arrangements
* Ongoing training and development
* Access to industry-leading technology and tools
* Collaborative and inclusive work environment
**How to Apply**
If you're passionate about providing exceptional customer support and have a knack for problem-solving, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. arenaflex is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request a reasonable accommodation, contact [insert contact information].
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