At arenaflex, we're 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 Customer Support Specialist at arenaflex, you'll play a vital role in delivering exceptional customer experiences and technical support to our clients.
**About arenaflex**
arenaflex is a leading provider of SaaS solutions to the childcare industry. Our team of industry experts has built a robust platform that streamlines operations, ensures compliance with government regulations, and meets the needs of the families we serve. With hundreds of agencies using our applications via the cloud or mobile devices, we're committed to making a positive impact on the lives of children and families across the country.
**What You'll Do with Us**
As a Customer Support Specialist at arenaflex, you'll be responsible for providing high-quality, first-line client service and technical support via telephone, email, chat, and personal interaction. You'll be the face of our company, and your enthusiasm, attention to detail, and customer-focused mindset will make all the difference in delivering exceptional experiences to our clients.
**Responsibilities and Duties**
* 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 problem-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
**Who You Are**
* 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
* The ability to travel locally/nationally for up to a week at a time is required
**What We Offer**
* The ability to work from anywhere in the United States
* Starting pay $20/hr, 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.
**Our Culture**
At arenaflex, we're committed to building a team that represents a variety of backgrounds, perspectives, and skills. We actively embrace diversity and equal opportunity in a meaningful way, and we're dedicated to creating an inclusive work environment that values and respects all individuals. We believe that the more inclusive we are, the better our work will be.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and technical support, and you're excited about the opportunity to join a dynamic team that's making a positive impact on the lives of children and families, we want to hear from you! Apply now to become a part of our team at arenaflex.
**Equal Opportunity Employer**
arenaflex actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be which is why we 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.
**Verification of Identity and Eligibility**
All persons hired will be required to verify identity and eligibility to work in the United States (without sponsorship) and complete the required employment eligibility verification form upon hire.
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