Experienced Customer Support Associate (Night Shift: S-T 4PM-12AM) – Driving Customer Satisfaction and Empowerment

At arenaflex, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education.

Our Culture Values Inclusion, Engagement, and Discovery

Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day.

About this Role...

Do you consistently demonstrate professionalism, attentiveness, compassion, and courtesy to others? Are you dedicated to delivering a service experience that endears customers to proudly reference our products and services? If so, this position may be for you! In this role, team members handle a variety of inquiries with regards to orders, adjustments, gratis copy requests, company websites, digital product registrations, and general product and process inquiries via multiple channels; such as phone, email, cases, and live chat. Associates navigate multiple, internal software applications while conversing with customers to clarify their needs, identify the root cause of issues, and resolve outstanding inquiries. They identify and report on trends that lead to improvements to our products, services, processes, and websites.

Key Responsibilities:

* Achieve established quality, availability, and productivity objectives to ensure overall success.

• Be committed to ongoing personal development.
• Build into other's success by sharing acquired knowledge through mentoring opportunities.
• Thrive in a team environment and also possess the ability to work productively and independently.
• Demonstrate solid multi-tasking and organizational skills.
• Possess a High School Graduate or GED.

Essential and Preferred Qualifications:

* High School Graduate or GED.

• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment with multiple priorities.
• Strong problem-solving and analytical skills.
• Proficiency in Microsoft Office Suite.
• Experience in customer-facing roles, preferably in a call center or customer support environment.
• Familiarity with CRM software and other customer support tools.

Skills and Competencies Required for Success:

* Strong customer service skills, with a focus on empathy, active listening, and problem-solving.

• Excellent communication and interpersonal skills, with the ability to effectively communicate with customers, colleagues, and management.
• Ability to work in a fast-paced environment with multiple priorities, and to adapt to changing situations and priorities.
• Strong problem-solving and analytical skills, with the ability to identify and resolve customer issues in a timely and effective manner.
• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
• Experience with CRM software and other customer support tools, such as Zendesk or Salesforce.

Career Growth Opportunities and Learning Benefits:

* Opportunities for professional growth and development, including training and development programs, mentorship, and career advancement opportunities.

• A culture that values learning and development, with a focus on continuous improvement and innovation.
• Access to a wide range of training and development resources, including online courses, workshops, and conferences.
• Opportunities to work on high-profile projects and initiatives, and to contribute to the development of new products and services.

Work Environment and Company Culture Highlights at arenaflex:

* A dynamic and fast-paced work environment, with a focus on innovation and customer satisfaction.

• A culture that values diversity, equity, and inclusion, with a focus on creating a workplace that is welcoming and inclusive for all employees.
• A commitment to employee well-being and work-life balance, with a focus on providing a healthy and supportive work environment.
• Opportunities to work with a talented and dedicated team of professionals, and to contribute to the development of new products and services.

Compensation, Perks, and Benefits:

* Competitive base pay, with a range of $16.00 - $20.00 USD per hour.

• Opportunities for quarterly functional bonuses, based on individual job performance.
• Vacation accrual starting on day one, plus company-designated and floating holidays throughout the year.
• 401K with employer matched contributions.
• Healthcare (medical, dental, and vision) coverage starting day one.
• Quarterly performance reviews with a strong culture of internal advancement.
• A work from home position, where the necessary job assets are provided by the company.

About arenaflex

arenaflex, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching, and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.

Warning: Be Aware of Recruitment Scams

Be aware that there has been an increase of targeted recruitment scams perpetrated by bad actors falsely providing job offers on behalf of arenaflex to candidates as a means of obtaining personal information. Note that arenaflex will always interview candidates via live in-person meetings, phone calls, and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @arenaflex.com email address.

Apply to this Job

If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer service, we encourage you to apply to this role. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job