Job Description
At arenaflex, we're 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. If you're passionate about delivering exceptional customer support and making a meaningful impact in the lives of families, we invite you to as a Customer Support Specialist.
About arenaflex arenaflex is the leading provider of subsidy management software solutions, serving hundreds of agencies in the publicly funded child care sector. Our team of industry experts is dedicated to streamlining operations, ensuring compliance with government regulations, and meeting the needs of families. We're committed to building a diverse and inclusive team that represents a variety of backgrounds, perspectives, and skills. Job Summary As a Customer Support Specialist with arenaflex, you will provide high-quality, first-line client service and technical support via telephone, email, chat, and personal interaction.
You will be the primary point of contact for our clients, ensuring their needs are met and their issues are resolved promptly. This role requires strong attention to detail, a customer-focused mindset, and excellent communication skills. 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 Essential Qualifications * Bilingual, including written and verbal communication * Experience working in a support center, preferably SaaS * Experience within the childcare industry, preferably 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 bolthires 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 Preferred Qualifications * Experience with customer relationship management (CRM) software * Experience with help desk software * Experience with cloud-based software solutions * Experience with mobile device management (MDM) software * Experience with data analytics and reporting tools 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.
arenaflex Culture At arenaflex, we're committed to building a diverse and inclusive team that represents a variety of backgrounds, perspectives, and skills. We believe that our differences are what make us stronger, and we're dedicated to creating a workplace where everyone feels valued, respected, and empowered to succeed. If you're passionate about delivering exceptional customer support and making a meaningful impact in the lives of families, we invite you to apply for this exciting opportunity.
Please apply including your resume and a cover letter, through our website. 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.
COVID-19 Policy arenaflex's COVID-19 policy requires all non-remote employees to be fully vaccinated against COVID-19, excluding any approved exemptions, such as for a medical condition or a sincerely held religious belief.