Experienced Customer Service Representative II (Remote) – Contact Center Operations

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our clients' expectations. As a key member of our customer service team, you'll play a vital role in providing timely, accurate, and professional support to our customers via various channels, including phone, email, social media, and in-person interactions. If you're a motivated, customer-focused individual with a passion for delivering outstanding service, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower individuals and organizations to achieve their goals. Our team of dedicated professionals is passionate about making a positive impact in the lives of our customers, and we're committed to fostering a culture of excellence, innovation, and collaboration. As a remote employee, you'll enjoy the flexibility and autonomy to work from the comfort of your own home, while still being part of a dynamic and supportive team.

Key Responsibilities

As an Experienced Customer Service Representative II, you'll be responsible for:

• Responding to customer inquiries via phone, email, social media, and in-person interactions, providing timely and accurate information about arenaflex programs and procedures in a positive and professional manner.
• Maintaining a minimum of 55 contacts per day (full-time) or 35 contacts per day (part-time), striving for 70+ contacts to exceed expectations.
• Providing information on agency programs and application processes to department customers, following TDLR procedures, and processing payments through credit card transactions.
• Researching information to respond and/or resolve customer service matters.
• Training other Customer Service Representatives.
• Drafting, rewriting, or translating documents to/from English to/from a foreign language.
• Maintaining an 87% attendance and punctuality rate based on an average 50-week work year and adhering to their assigned schedule, including shift start/end times, breaks, and lunches.
• Explaining and maintaining working knowledge of all statutes TDLR regulates, internal division processes and procedures, and agency systems.
• Complying with division and/or agency training requirements.
• Demonstrating a spirit of teamwork, offering positive and constructive ideas, encouragement, and support to other members of the staff and team, while upholding the agency's core values.
• Keeping management appropriately informed of ongoing activity and critical matters affecting the operation and well-being of the division and agency.
• Adhering to all Texas Department of Licensing and Regulation Personnel Policies and performing other duties as assigned.

Essential Duties

* Responds to inquiries from customers and the public providing timely and accurate information concerning agency programs and procedures in a positive and professional manner.

• Contacts may occur via telephone, email, webchat, social media, printed correspondence, or in-person.
• Phone responses and in-person, email, and social media responses shall be given with a positive and professional tone and conform to department protocols with respect to format, spelling, and grammar.
• Full-time Customer Service Representatives maintain a minimum of 55 contacts per day, striving for 70+ contacts to exceed expectations; Part-time Customer Service Representatives maintain a minimum of 35 contacts per day, striving for 35+ contacts to exceed expectations.
• Provides information on agency programs and application processes to department customers.
• Following TDLR procedures, may process payments through credit card transactions.
• Researches information to respond and/or resolve customer service matters.
• May train other Customer Service Representatives.
• May draft, rewrite, or translate documents to/from English to/from a foreign language.
• Maintains an 87% attendance and punctuality rate based on an average 50-week work year and adheres to their assigned schedule, including shift start/end times, breaks, and lunches.
• Explains and maintains working knowledge of all statutes TDLR regulates, internal division processes and procedures, and agency systems.
• Complies with division and/or agency training requirements.
• Demonstrates a spirit of teamwork, offering positive and constructive ideas, encouragement, and support to other members of the staff and team, while upholding the agency's core values.
• Keeps management appropriately informed of ongoing activity and critical matters affecting the operation and well-being of the division and agency.
• Adheres to all Texas Department of Licensing and Regulation Personnel Policies and performs other duties as assigned.

Minimum Requirements

* One year of responsible customer service experience that involved the use of office practices and procedures.

• Analytical mindset/experience in problem-solving or basic trouble-shooting preferred.
• Excellent written and oral communication required.
• Exceptional grammar and keyboarding skills with a high level of accuracy required.
• Fluency in a second language preferred.
• Graduation from a standard high school or equivalent required.
• Graduation from an accredited two or four-year college or university is generally preferred.

Military Occupation Specialty Code

* Army 15P, Navy 741X, Marine 0100, Air Force 3F1X1

Remarks

* The successful candidate will have: + Knowledge of agency rules, policies, and procedures. + Knowledge of agency database programs. + Knowledge of office practices and administrative procedures.

• Skilled self-starter who is motivated and demonstrates a desire to learn.
• Skill in the use of contact center and customer relationship management software.
• Skill in standard office equipment.
• Skill in performing efficiently in a fast-paced, high-pressure environment with the ability to multi-task within tight time constraints.
• Skill in research techniques, problem-solving, case management, and customer service protocol.
• Demonstrated skill in business correspondence, principally email.
• Ability to communicate effectively, both orally and in writing.
• Ability to communicate agency information in a clear and concise manner.
• Ability to assist in the development and achievement of section and agency plans, goals, and programs.
• Ability to establish and maintain courteous, effective working relationships.
• Ability to focus in a fast-paced, flexible environment.
• Ability to adapt to change.
• Ability to manage challenging situations and remain professional under pressure.
• Ability to empathize.
• Ability to defuse conflict.
• Ability to improve relationships.
• Ability to communicate with others.
• Ability to collaborate and work effectively on a team.

Benefits

* 401(k)

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift

* 8-hour shift

Work Location

* Remote If you're a motivated, customer-focused individual with a passion for delivering outstanding service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch soon to discuss your qualifications further. Apply for this job