Job Description
Are you passionate about delivering exceptional customer experiences and helping people succeed? Do you thrive in a dynamic, entrepreneurial environment where innovation and collaboration drive growth? Look no further than arenaflex, a leading provider of HR solutions for small businesses. We're seeking a highly motivated and customer-focused Customer Support Advocate to join our team and help us continue to revolutionize the way businesses operate. **About arenaflex** At arenaflex, we're dedicated to empowering small businesses to focus on what matters most – running their business. We solve HR issues, provide expert-level support, and offer a range of innovative solutions to help our customers thrive. Our team is united by a shared passion for delivering exceptional customer experiences and making a meaningful impact. We're committed to fostering a culture of inclusivity, diversity, and respect, where everyone feels valued and empowered to succeed. **Your Role at arenaflex** As a Customer Support Advocate, you'll play a critical role in leading all customer service inquiries, no matter how big or small. You'll represent arenaflex, take ownership of customer concerns, and drive issues to resolution with a sense of urgency and empathy. Your expertise will be the go-to resource for customers, and you'll be responsible for providing accurate information in a friendly, professional, and compassionate manner. **Key Responsibilities** * Manage inbound inquiries from small business customers' employees via phone, email, or chat * Provide expert-level support to customers around arenaflex's continually expanding product and service offerings, including software, benefits, payroll, compliance, and HR * Assist employees with eligibility and enrollment in benefits and perks, including Medical, Dental, and Vision insurance, Life Insurance, Flexible Spending Accounts, Health Savings Accounts, commuter benefits, Long and Short Term Disability insurance, retirement, and COBRA * Resolve employee inquiries related to their paycheck, time & attendance, tax withholdings, and tax documents * Maintain product expertise on arenaflex's software and be the go-to resource for customers * Manage open cases in our CRM to resolve inquiries in the shortest possible time frame while keeping customers regularly informed of status and anticipated resolution timing * Work with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner to create a white-glove customer experience * Ensure proper triage, escalation, and effective resolution of higher-level issues and challenging customer interactions through escalation to Team Leads or subject matter experts * Contribute recommendations for improving arenaflex's product and processes while advocating for customers and communicating bugs to engineering * Perform other related duties as assigned **Competencies for Success** * Consultative: takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening * Taking responsibility: being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior * Adaptability: the ability to adjust your approach or actions in response to changes in your external environment * Solution-oriented: identifies the source of a question or challenge and provides the right, or a better, way of doing things * Curious: the innate desire to learn, grow, and understand **COGIS Values** * Camaraderie: Day to day you can be seen working together toward a higher purpose. You like to have fun. You're an active listener, treat people respectfully, and have a strong desire to know and help others. * Openness: Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You're curious, ask open questions, and are receptive to thoughts and feedback from others. * Grit: You demonstrate grit by having the courage to commit and persevere. You're committed, earnest, and dive in to get the job done well with a positive attitude. * Integrity: Simply put, do what you say and say what you'll do. You're honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. * Simplicity: Be like Einstein: "Everything should be made as simple as possible, but no simpler." **Qualifications** * 4 years minimum professional experience in customer service – preferably in B2B SaaS or contact center environments * Strong customer service instincts and comfort handling challenging situations over the phone with the ability to be empathetic, compassionate, responsive, and resourceful * A passion for delighting customers and helping people * Strong written (email and chat) and verbal (telephone) communication skills with acute attention to detail * Aptitude for learning new products and helping to break down complicated topics and explain them in simple terms people can understand * Ability to come up with creative solutions to any problem you face, and to know how to organize and prioritize your workload * Proven self-starter, taking ownership and accountability over your work * Experience working in SaaS, HR, payroll, PEOs, or health benefits a plus * Spanish language capability, or other second language at business conversation level, a plus * Prior experience working remotely required **What We Offer** * Competitive hourly rate: $24.20 to $26.62 per hour * Opportunity to work with a fast-growing company that's revolutionizing the HR industry * Collaborative and dynamic work environment that fosters innovation and creativity * Comprehensive training and development programs to help you grow and succeed * Flexible work arrangements, including remote work options * Access to a range of benefits and perks, including medical, dental, and vision insurance, 401(k) matching, and more * Opportunity to make a meaningful impact and contribute to the success of our customers and our company **Diversity, Equity, and Inclusion at arenaflex** arenaflex is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. We're proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. We're dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations and to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. **How to Apply** If you're passionate about delivering exceptional customer experiences and helping people succeed, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that highlights your relevant experience, skills, and qualifications. We can't wait to hear from you! Apply for this job