Experienced Customer Support Agent – 2nd Shift – Remote in Select States

Are you a customer service enthusiast with a passion for delivering exceptional support experiences? Do you thrive in fast-paced environments and enjoy working independently? If so, we invite you to join arenaflex's dynamic team as a Customer Support Agent on our 2nd shift. As a key member of our remote support team, you will play a vital role in providing top-notch service to our commercial fleet customers, handling emergency tire breakdowns, and ensuring seamless communication with our customers and internal teams.

About arenaflex

arenaflex is a leading provider of innovative solutions in the tire and rubber industry, serving one of the largest tire and rubber companies in the world. Our 24/7/365 contact center operates remotely, allowing our agents to work from the comfort of their own homes while providing exceptional support to our customers. As a remote employee, you will enjoy the flexibility of working from home while being part of a dynamic team that values collaboration, innovation, and customer satisfaction.

Job Responsibilities

As a Customer Support Agent on our 2nd shift, you will be responsible for:

• Handling emergency tire breakdowns and other tire service requests for commercial fleet customers
• Collecting breakdown information from commercial truck drivers and dispatching road service to tire dealerships across the US and Canada
• Multitasking with precision, making decisions quickly, and remaining courteous while handling multiple streams of communication
• Verifying information, troubleshooting problems, and tracking all communications
• Collaborating with internal teams to resolve customer issues and ensure seamless communication
• Providing exceptional customer service, putting the customer first, and jumping in to help when needed

Requirements

To be successful in this role, you will need:

• To reside in one of our authorized states: AR, IN, IA, KS, MO, NE, OK, TN, TX, or WI
• To be at least 18 years old
• A high school diploma or equivalent
• One+ year experience in a fast-paced customer service environment
• Excellent written communication skills
• The ability to communicate in English clearly and effectively
• A clear phone voice
• A dedicated, quiet workspace in the home away from background noises
• Strong computer skills using Microsoft Office programs
• The ability to comprehend online learning
• The ability to retain and apply new knowledge, policies, and account updates
• The ability to troubleshoot computer and internet issues
• The ability to work on holidays and mandatory overtime when required

Technical Requirements

To be eligible to work at arenaflex, our remote employees must agree to perform all work from their primary, designated home address, of which arenaflex has confirmed meets all technical performance requirements. In addition, our remote employees must agree to provide their own computer equipment and use it during all worked hours.

• Internet:

+ Employee must provide a reliable and stable high-speed internet connection be eligible to work for arenaflex. + Employee agrees to be responsible for internet access. + Minimum of 10 mbps download speed, 5 mbps upload speed. + Ping/latency/round trip less than 100 ms, jitter less than 10 ms.

• Computer:

+ PC or laptop with a processor with CPU Mark greater than 3000 on Passmark. + RAM requirement: 8GB or more. + Operating system: Windows 11. + Adobe Reader set to default PDF viewer. + Web browsers: Google Chrome.

• Employee is responsible for the following peripherals during all worked hours to maintain employment:

+ Wired analog or USB headset with built-in microphone. + External keyboard and mouse. + Webcam required - used for meetings and training. + Dual monitors. PC with two monitors OR a laptop and one external monitor. Two screens required at a minimum. + Smart phone capable of downloading Microsoft Teams, to communicate with manager in case of internet outage, power outage, or computer issues.

Benefits

As a full-time employee working 30+ hours per week, you will enjoy:

• Double-pay when working on 9 arenaflex holidays.
• Ability to earn 144 hours paid time off per year.
• Health, dental, & vision insurance. arenaflex pays half of the employee premium.
• 401(k) available after 1 year of service.
• Paid remote training via Microsoft Teams.
• Weekly paycheck.

Schedule and Pay

These are fixed schedule positions and working the weekend is required. Specific schedules will be discussed during your interview. We are currently hiring for 2nd shift, 3pm-11pm CST working weekends. Here are some examples of shifts:

• Thu-Mon 3pm-11pm
• Fri-Tue 3pm-11pm

Wages depend on the specific hours you are on the clock. Here is our shift premium information, listed in CST:

• $15.00/hr during 1st shift hours - Monday-Friday 7am-3pm (base wage)
• Additional $0.50/hr for 2nd shift hours - Monday-Friday 3pm-11pm
• Additional $1.00/hr for 3rd shift hours - Monday-Friday 11pm-7am
• Additional $1.00/hr for weekend hours worked - Saturday-Sunday

Career Growth Opportunities and Learning Benefits

At arenaflex, we believe in investing in our employees' growth and development. As a Customer Support Agent, you will have opportunities to:

• Develop your skills and knowledge in customer service, communication, and problem-solving
• Collaborate with internal teams to resolve customer issues and improve processes
• Participate in training and development programs to enhance your skills and career prospects
• Take on additional responsibilities and leadership roles as you grow and develop in your career

Work Environment and Company Culture

arenaflex is committed to creating a positive and inclusive work environment that values collaboration, innovation, and customer satisfaction. As a remote employee, you will enjoy the flexibility of working from home while being part of a dynamic team that is passionate about delivering exceptional support experiences.

How to Apply

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

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive, respectful, and free from discrimination. Apply for this job