Experienced Bilingual Customer Service Associate (Night Shift) – Enterprise Software Support

At arenaflex, we're on a mission to revolutionize the transportation software industry with our innovative and user-friendly solutions. We're seeking a highly motivated and customer-focused Bilingual Customer Service Associate to join our team. As a key member of our Operations department, you'll play a vital role in providing exceptional support to our customers, ensuring their needs are met, and exceeding their expectations.

Your Future Job

As a Bilingual Customer Service Associate, you'll be working on our night shift from 3:30 PM to 12:30 AM EST. Your primary responsibilities will include:

• Helping customers with a wide range of general inquiries on product and/or account issues and questions
• Solving customer issues and escalations about arenaflex products and services
• Experience in multi-channel servicing, including excellent phone skills and good writing skills for web, email, and text requests
• Ability to prioritize work queue and backlog in addition to incoming customer requests
• Complete help tickets for issues that require technical support or development team assistance
• Provide excellent customer service and take ownership throughout the service cycle from initial request to final close out of the support request
• Model and champion arenaflex's cultural principles as we scale

Requirements

To be successful in this role, you'll need:

• 1-3 years of experience in a customer-facing role within a contact center environment
• Demonstrated ability to increase productivity through daily task completion, personal development, and guided trainings
• Experience in a high-paced environment handling escalated customers and able to follow up on customer requests in a timely manner
• Strong problem-solving skills and a proven ability to deliver a positive customer experience
• Exceptional communication skills to effectively communicate with a wide range of customers
• Experience in a fast-paced environment managing multiple cases per day via phone, chat, and email channels
• Experience working with ticketing systems (e.g. Zendesk, Hubspot, ServiceCloud)
• Proficient with macOS and both Apple and Android mobile devices for app usage
• Solutions-oriented with strong problem-solving skills
• Proven track record of building trust and communicating effectively with a wide variety of stakeholders: laymen, executives, product leadership, day-to-day users of our products
• Passion for going above and beyond the call of duty, taking initiative, and thriving in a fast-paced, change-heavy environment
• Diplomacy, tact, and poise under pressure when working through customer issues

An Ideal Candidate Also Has

* Strong ability to actively listen and ask follow-up questions to drive customer success

• Ability to verbally guide customers to solutions in both app and web-based applications
• Thrive in an unstructured, fast-paced, and change-heavy environment
• Ability to work flexible hours when needed (nights and weekends) - Team works together to cover during vacation, absence, etc.
• Experience supporting service requests in billing, RMA, cancellations, and renewals
• Experience supporting telematics systems, ELDs, and hours of service compliance is a plus

To Land the Job You'll Need

* Fluent in Spanish

• Ultra-positive attitude and cool under pressure
• Rock-solid verbal and written communication skills with a strong focus on the details
• A knack for investigative research and strong critical thinking skills
• Ability to work independently, coupled with keen awareness of customer satisfaction cues
• Excellent analytical, problem-solving, and decision-making skills
• Ability to work well in a team environment

Extra Awesome (Not Required)

* A degree in Supply Chain/Logistics, Business, or any other relevant field

Some Of The Perks

* Enterprise software company ready for transformational growth

• Competitive wages
• Hybrid work location
• Peer-driven training and ongoing support
• Casual dress code and flexible working hours to fit with your life
• Ability to work from home

About arenaflex

arenaflex is not your typical software company. With a mission to debunk the traditional methods of transportation software development, we've created a solution that makes the big players in enterprise software curse our name. Our comprehensive platform provides an alternative for everyone who has lived the nightmare of failed implementations, broken promises, and clunky software. Our approach to service is unique, as we focus on making superb software that's easy to use, serving customers with a high sense of urgency, and driving long-term value with constant, continual improvement. Fellow adventure seekers: Embrace your desire to be different and join us in our quest for simplicity. As crazy as it might sound, we have a deep and abiding passion for taking the complexity our clients face every day and breaking it down to the simplest possible solution. To learn more about arenaflex's software, please visit us at www.arenaflex.com.

Join Our Team

If you're a motivated and customer-focused individual who is passionate about delivering exceptional support, we want to hear from you! Apply now to become a part of our dynamic team and be a part of our mission to revolutionize the transportation software industry. Apply for this job