Experienced Customer Support Specialist – Remote Customer Service Representative for arenaflex

At arenaflex, we're revolutionizing the way child care providers and families access high-quality, affordable care. As a leading provider of subsidy management software-as-a-service (SaaS) solutions, we're dedicated to empowering the childcare industry to deliver exceptional services to families across the United States. Our mission is to create a world where every family, regardless of income level, has access to top-notch child care. We're seeking an experienced and passionate Customer Support Specialist to join our team and help us achieve this vision. About arenaflex arenaflex is a dynamic and innovative company that's committed to making a positive impact on the lives of families and children. Our team of industry experts has developed cutting-edge software solutions that streamline operations, ensure compliance with government regulations, and meet the unique needs of families. With hundreds of agencies in the publicly funded child care sector relying on our applications, we're proud to be a trusted partner in the childcare industry. What You'll Do with Us As a Customer Support Specialist at arenaflex, you'll play a vital role in delivering exceptional customer service and technical support to our clients. You'll be the first point of contact for our clients, providing timely and accurate assistance via phone, email, chat, and personal interaction. Your strong attention to detail, customer-focused mindset, and enthusiasm for caring for our clients will make you an invaluable asset to our team. Responsibilities and Duties * Answering telephone calls, emails, and chats in a fast-paced call center environment * Accurately documenting and processing customer claims in our systems * Following all required scripts, policies, and procedures * Complying with requirements surrounding confidential information and personal information * Appropriately escalating customer issues to management * Utilizing our 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 our 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 * This position is remote, and applicants are required to have a dedicated home office space free from noise and interruptions Who You Are * Bilingual, including written and verbal communication is preferred * Experience working in a support center, preferably SaaS * Experience within the childcare industry, preferably experience within a subsidized childcare program * Experience with arenaflex software is a huge plus! * Strong interpersonal, writing, and verbal communications skills are essential * Excellent troubleshooting skills are vital * Teamwork is necessary * Education and experience in customer handling skills are highly desirable * Experience with CRMs * Experience with Microsoft Word, Outlook, and Excel is required * Three or more years of on-the-job technical writing, training, or education experience is preferred * The ability to travel locally/nationally for up to a week at a time is required What We Offer * The ability to work from anywhere in the United States * 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 * 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, Equity, and Inclusion arenaflex actively embraces diversity and equal opportunity in a meaningful way. We're committed to building a team that represents a variety of backgrounds, perspectives, and skills. 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're passionate about delivering exceptional customer service and technical support, and you're excited about joining a dynamic and innovative company that's making a positive impact on the lives of families and children, we want to hear from you! Apply now to become a part of our arenaflex team. ```html

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