Job Description
At arenaflex, we're on a mission to deliver exceptional customer experiences that exceed our clients' expectations. As a Bilingual Lead Customer Service Representative, you'll play a vital role in driving our success by engaging with customers, resolving issues, and providing top-notch support. If you're passionate about helping people, have a knack for problem-solving, and are fluent in both English and Spanish, we want to hear from you! **About arenaflex** arenaflex is a dynamic and innovative company that's passionate about delivering exceptional customer experiences. Our team is dedicated to building strong relationships with our clients, and we're committed to providing a positive and inclusive work environment that fosters growth and development. With a focus on excellence, we're constantly striving to improve our processes and services to meet the evolving needs of our clients. **What We Offer** At arenaflex, we're proud to offer a comprehensive benefits package that includes: * Inclusive and diverse working environment * Positive and team-driven culture * Innovative technology * Competitive Pay * Incentive plan eligibility * Shift Differential Available * Medical Plan Options (including a zero-dollar premium High-Deductible Heath Plan option for employee-only coverage) * Dental Plan Option * Virtual Healthcare Access * Health Savings Account and Flexible Spending Account Options * 401k plan with an employer match * Disability Insurance Options (with employer-paid Long-Term Disability) * Life Insurance Options (with employer-paid Basic Life Insurance) * 11 Employer-Paid Holidays (Equivalent) * Employer-paid Employee Assistance Program * Employer-paid Benefits Assistance/Advocacy Program **Job Summary** As a Bilingual Lead Customer Service Representative, you'll be responsible for providing exceptional customer service to our clients, resolving issues, and providing support to our team members. You'll be the face of arenaflex, and your interactions will shape our clients' experiences. If you're passionate about delivering exceptional customer experiences, we want to hear from you! **Key Responsibilities** * Obtain and analyze pertinent information from potential clients to determine the best course of action * Effectively communicate with clients, team members, and leadership to resolve issues and provide support * Utilize software applications and resources to manage client interactions and data * Conduct training and development programs for Intake Representatives and Senior Intake Representatives * Provide practice-specific training and mentoring to other intake associates * Help maintain accuracy of existing training materials * Report workflow deficiencies to leadership team members * Review and monitor cases in wanted status to ensure best methods of securing contracts once offered * Review reports to ensure that information is correct, and to address potential shortfalls * May monitor performance of team members and report results to leadership team members * Serves as backup for all Intake and Senior Intake Representatives * Maintains a professional and courteous demeanor to coworkers and clients * Maintains client confidentiality * Assists in preparing daily, weekly, and monthly reports as needed or required * Handles overflow of calls from potential clients * May review varying intakes to ensure we are processing every potential case accordingly * Communicates with attorneys to obtain additional information in relation to sign-ups for various client firms * Consistently meets and strives to exceed KPI's * Must be flexible with work schedule based on business needs * Responds to client firm feedback and requests in a timely manner **Qualifications** * High school degree or equivalent, and 3+ years of contact center or sales experience required, or an equivalent combination of education and experience * Preferred education and experience includes: A college degree; Experience teaching, training, or developing others; and/or experience in the legal field * Must be bilingual (English/Spanish) * Must be a resident of North Carolina or Tennessee **Why Join arenaflex?** At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our clients' expectations. We're committed to building a positive and inclusive work environment that fosters growth and development. If you're passionate about helping people, have a knack for problem-solving, and are fluent in both English and Spanish, we want to hear from you! **How to Apply** If you're ready to take your customer service skills to the next level and join a dynamic and innovative company, apply now! We can't wait to hear from you! Apply for this job