At arenaflex, we're committed to revolutionizing the education sector by providing innovative, data-driven solutions to institutions worldwide. As a leading EdTech company, we're dedicated to empowering learners and educators to achieve their goals. Our mission is to create a dynamic, inclusive, and supportive environment that fosters growth and success.
We're seeking an experienced Live Chat Customer Service Advisor to join our Student Success team, providing virtualized support and technology-enabled solutions to the world's most progressive institutions. As a key member of our team, you'll be responsible for delivering exceptional customer experiences, resolving end-user inquiries, and collaborating with management on special projects.
**About arenaflex**
arenaflex is a global leader in the EdTech industry, supporting over 150 million users in 80 countries. Our platform provides comprehensive Student Lifecycle Management services, IT Help Desk support, and technology-enabled solutions that improve student engagement and accelerate learning. We're committed to making diversity, inclusion, and belonging a foundational part of our company culture, and we're dedicated to creating a truly inclusive and supportive work environment.
**About Student Success**
Student Success is a division of arenaflex that offers remote, work-from-home opportunities with immediate availability and flexible schedules. Our team is dedicated to providing exceptional customer service, resolving end-user inquiries, and collaborating with management on special projects. We're committed to building a better educational experience for everyone by extending institutional resources to meet the growing demands of learners.
**Key Responsibilities**
As a Live Chat Customer Service Advisor, you'll be responsible for:
* Resolving end-user inquiries by utilizing multiple technologies, including chat and web-based inquiries
* Providing complete and accurate information to customers on every live chat interaction by researching account activity and notes promptly and efficiently
* Handling and resolving situations with customers in a timely and effective manner
* Assisting management with special projects relating to customer service
* Responding to all inbound chats and assisting management for the entire shift, with the exception of assigned break times
* Handling multiple job tasks at one time and escalating issues in a timely manner
**The Ideal Candidate**
We're looking for a highly motivated and experienced Live Chat Customer Service Advisor who is passionate about delivering exceptional customer experiences. To be successful in this role, you'll need:
* A minimum of 3 months of live chat experience
* Ability to pass a typing speed test and type 50 WPM
* At least 1 year of professional customer service experience, preferably in a large Call Center environment as a chat agent
* Ability to sit and work at a desk and on the computer for extended periods of time
* Ability to maintain a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled shift
* Ability to take inbound (voice) phone calls in a conversation-heavy environment
* Full professional proficiency in written and spoken English (equivalent to CEF B2 level or above)
* High School diploma or GED
* Must be at least 18 years old
* Ability to work a variable schedule, including evenings and weekends, based on call center needs
* Proficient with Microsoft Word, Excel, Outlook, and the Internet, along with basic data entry and word processing skills
* Must reside within an approved state*
* Must be able to work from home with the following internet requirements:
+ High-speed Internet Connection (Cable, Fiber, DSL)
+ 40 Mbps Download
+ 15 Mbps Upload
+ 100ms Ping or less
+ Jitter: 40 MS or less
+ Hardwired Connection
+ Wired connection from the modem/router to the device, no splits/gaps or usage of Wi-Fi bridges
**Preferred Skills**
While not required, the following skills are highly desirable:
* College degree or some level of college completed
* Able to easily operate a computer and adapt quickly to software applications
* Able to troubleshoot caller issues and provide supporting help documentation
* Committed to quality and service matrix and culture
* Able to quickly adapt to face-changing situations
* Able to provide positive customer experience for customers
* Self-motivated, accountable approach combined with strong sense of teamwork
* Strong sense of customer service with enthusiastic, energetic, and professional behavior
* Good organizational skills and detail-oriented
* Excellent time management skills
**Compensation and Benefits**
We offer a competitive hourly rate of $12/hour, based on national and industry-specific survey data. We also consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles may have variable pay.
**Work Environment and Culture**
As a remote employee, you'll have the flexibility to work from home and enjoy a quiet, distraction-free work environment. Our company culture is built on diversity, inclusion, and belonging, and we're committed to creating a truly inclusive and supportive work environment.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, please apply through our website. We're an equal employment opportunity/affirmative action employer and consider qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.
This position is available for candidates residing in the following states: AL, AR, GA, IN, KY, LA, MS, NC, NV, OH, OK, PA, SC, TN, TX, WI, WV.
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