Experienced Customer Support Specialist – Remote Opportunity for Exceptional Client Service and Technical Support Professionals Across the US

Welcome to arenaflex

arenaflex is the leading provider of subsidy management software-as-a-service (SaaS) solutions to state agencies, Head Start programs, and child care providers. Our vision is to create a world where all families, regardless of their income level, have access to high-quality child care. With hundreds of agencies in the publicly funded child care sector using our applications via the cloud or mobile devices, we are dedicated to streamlining operations, ensuring compliance with government regulations, and meeting the needs of the families we serve.

About the Role

As a Customer Support Specialist at arenaflex, you will play a vital role in providing high-quality, first-line client service and technical support via telephone, email, chat, and personal interaction. We are seeking enthusiastic and customer-focused individuals who are passionate about delivering exceptional support to our clients. This position requires strong attention to detail, excellent communication skills, and a customer-centric mindset. Our Support Center operates from 7am-1am EST, and we are looking to fill multiple shifts during these times.

Key Responsibilities

• 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

Who We're Looking For

We are seeking highly skilled and motivated individuals who are passionate about delivering exceptional customer support. The ideal candidate will have:

• Bilingual skills, including written and verbal communication (preferred)
• Experience working in a support center, preferably SaaS
• Experience within the childcare industry, preferably within a subsidized childcare program
• Experience with arenaflex software (a huge plus!)
• Strong interpersonal, writing, and verbal communication skills
• Excellent troubleshooting skills
• Teamwork and collaboration skills
• Education and experience in customer handling skills (highly desirable)
• Experience with CRMs
• Experience with Microsoft Word, Outlook, and Excel (required)
• Three or more years of on-the-job technical writing, training, or education experience (preferred)
• The ability to travel locally/nationally for up to a week at a time (required)

What We Offer

At arenaflex, we offer a comprehensive range of benefits, including:

• The ability to work from anywhere in the United States
• Competitive 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
• A 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

Diversity and Inclusion

arenaflex is committed to building a diverse and inclusive team that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work will be. 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.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional support, we encourage you to apply for this exciting opportunity. Please note that 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.

Conclusion

Join arenaflex and become part of a dynamic team that is dedicated to making a positive impact in the lives of families and children. As a Customer Support Specialist, you will have the opportunity to work remotely, develop your skills, and contribute to the success of our organization. We look forward to receiving your application and exploring how you can contribute to our mission.