Experienced Customer Care Specialist – Household Goods Move Management

At arenaflex, we're dedicated to providing fast, easy, and efficient relocation experiences for over 300,000 military and government households every year. As a household goods moving service integrator, we're transforming the moving process by continuously evaluating, refining, and improving our tools and techniques. We're seeking a talented Customer Care Specialist to join our team and support our customers with exceptional quality and service.

About arenaflex

arenaflex is the single global household goods movement manager for USTRANSCOM and the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families. We're a team of experts who thrive on creativity, resourcefulness, and collaboration. Our expertise is grounded in more than a century of practical application and execution, and we're committed to making every move better than the last.

The Role

As a Customer Care Specialist, you'll be the first point of contact for our customers, providing immediate support to answer their inquiries, troubleshoot application access, and network with internal and external move partners to resolve concerns. You'll be responsible for all shipment activities in your workload from assignment through delivery, ensuring first call resolution through problem-solving and effective call/email/chat/text. You'll also counsel customers on their entitlements for their move, troubleshoot with customers on how to use the arenaflex Connect Application, and provide accurate details of the status of their move at designated points.

Responsibilities

* Provide exceptional customer service via a multichannel contact center, responding to inbound calls, chats, emails, and texts

• Troubleshoot application access and resolve customer concerns in a timely and effective manner
• Counsel customers on their entitlements for their move and provide accurate details of the status of their move at designated points
• Troubleshoot with customers on how to use the arenaflex Connect Application
• Utilize various systems and tools to initiate and assist customer requests
• Maintain a complete and accurate record of all contacts, both internally and externally, in the relevant systems
• Continually maintain a working knowledge of all services and requirements for processing customer orders
• May function as designated representative for move accounts
• May perform other related duties and responsibilities as assigned and/or required

Minimum Qualification and Skills Requirements

* High School Diploma, GED, or equivalent education experience

• 1+ year customer service experience, with military move experience preferred
• Must be a U.S. citizen due to contractual requirements
• Demonstrated experience:

+ Working in a multi-channel (voice, chat, email, and text) contact center + Attention to detail, handling work with better-than-average accuracy and careful attention to quality + Ability to work comfortably remotely within a stable, secure team + Managing multiple priorities in a fast-paced environment + Ability to manage difficult customers and situations and solve problems + Excellent written and verbal communication skills, patience, and empathy + Proficient with basic computer skills

Preferred Education and Experience

* Bilingual

• Prior military move management experience
• Schedule flexibility: Customer Care will operate 24 hours per day x 365 days per year; nights, weekends, and holidays required

Work Environment and Culture

* This is a fully remote/work-from-home position

• arenaflex will supply the necessary equipment
• To be successful in this role, you must have reliable high-speed internet access with a minimum download speed of 100 Mbps to support frequent online collaboration, large file transfers, and video conferencing

Benefits

* Medical, Dental, and Vision Insurance

• Paid time off (PTO)
• Three weeks of PTO for newly hired employees
• 401(k)
• Health and Wellness Programs
• Disability, Life, and AD&D insurance
• Employee Support program
• Family Support: Bright Horizons, child and elder care services
• Teladoc Medical Experts, second opinion program
• Travel Accident & Medical
• TRICARE Supplement Plan
• Voluntary Benefit Plans
• And more!

Why Join arenaflex?

* We're passionate about our people and our Zero Harm culture, which informs all that we do and is at the heart of our commitment to being a People First company

• We're dedicated to making every move better than the last
• We're a team of experts who thrive on creativity, resourcefulness, and collaboration
• We're committed to making a meaningful difference in the lives of our customers and our team members

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex. Apply Job! Apply for this job