Experienced Customer Resolution Specialist – Financial Services and Operations Support

At arenaflex, we're committed to delivering exceptional customer experiences across our diverse range of financial services and operations. As a key member of our Service Desk team, the Experienced Customer Resolution Specialist will play a vital role in ensuring that our customers receive timely, accurate, and personalized support for their inquiries and requests.

About arenaflex

arenaflex is a leading provider of innovative financial services and solutions, dedicated to empowering individuals, businesses, and communities to achieve their goals. Our team of experts is passionate about delivering exceptional customer experiences, and we're committed to fostering a culture of collaboration, innovation, and continuous learning.

Key Responsibilities

As an Experienced Customer Resolution Specialist, you will be responsible for:

• Answering inbound phone calls and chats, as well as processing inquiries received through ServiceNow related to financial services, human resources, payroll, budgeting and planning, financial management, and grants management.
• Proactively analyzing customer inquiries and requests, and presenting customized solutions and next steps to the customer.
• Determining if customer requests/inquiries require escalation to the following offices as defined in the Service Desk Manual, Financial Services, Budget, Financial Management, University Research Administration (URA), and Post Go-Live Support organization.
• Efficiently resolving a customer's primary request and anticipating/addresses common downstream impacts.
• Documenting customer interaction in Call Center Technology system.
• Advising customers on how to use self-service tools.
• Advising customers on technology system navigation and basic transactional functionality, including Oracle Cloud and Workday platforms.
• Opening, closing, and managing requests through the ServiceNow portal.
• Supporting routine financial report creation.
• Participating in special project requests to assist with overflow work of other teams as needed.
• Facilitating clerical testing as needed.
• Attending trainings and working with the Training Center of Expertise to provide feedback on which trainings would be useful for the campus community.
• Utilizing call center telephony technology to support and monitor volume of incoming calls.

Essential Qualifications

* Minimum of 5-7 years of work experience in a related job discipline, with a strong focus on customer-facing roles.

• Vocational training, apprenticeships, or equivalent experience in a related field (not typically required to have a four-year degree).
• Strong analytical and problem-solving skills, with the ability to think critically and creatively.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
• Proficiency in various contact or call center computer-related technologies.
• Familiarity with administrative processes, procedures, and systems within a university setting.

Nice-to-Haves

* Bachelor's degree in a related field.

• Proven success in a customer-facing role, with a strong track record of delivering exceptional customer experiences.
• Skilled in various contact or call center computer-related technologies.
• Familiarity with Oracle Cloud and/or Workday experience.
• Familiarity with Microsoft Teams and Zoom to stay connected to team members and manager in a remote work environment.
• Basic computer skills, including email functionality.

Skills and Competencies

* Strong customer service skills, with the ability to build trust and rapport with customers.

• Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
• Strong analytical and problem-solving skills, with the ability to think critically and creatively.
• Proficiency in various contact or call center computer-related technologies.
• Familiarity with administrative processes, procedures, and systems within a university setting.
• Ability to work in a fast-paced environment, with multiple priorities and deadlines.
• Strong time management and organizational skills, with the ability to prioritize tasks and manage multiple projects.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to supporting the growth and development of our employees. As an Experienced Customer Resolution Specialist, you'll have access to:

• Ongoing training and development opportunities, including workshops, webinars, and conferences.
• Mentorship and coaching from experienced colleagues and leaders.
• Opportunities for career advancement and professional growth.
• A dynamic and supportive work environment, with a focus on collaboration and teamwork.

Work Environment and Company Culture

arenaflex is a dynamic and supportive work environment, with a focus on collaboration and teamwork. As an Experienced Customer Resolution Specialist, you'll have the opportunity to work with a diverse team of experts, with a shared commitment to delivering exceptional customer experiences. Our company culture is built on the following values:

• Customer-centricity: We're committed to delivering exceptional customer experiences, with a focus on building trust and rapport with our customers.
• Collaboration: We believe in the power of teamwork, with a focus on collaboration and communication across all levels of the organization.
• Innovation: We're committed to staying ahead of the curve, with a focus on innovation and continuous learning.
• Integrity: We're committed to acting with integrity, with a focus on ethics and transparency in all aspects of our business.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, with a range of benefits and perks designed to support the health, well-being, and career growth of our employees. As an Experienced Customer Resolution Specialist, you'll have access to:

• A competitive salary and benefits package.
• Ongoing training and development opportunities.
• Mentorship and coaching from experienced colleagues and leaders.
• Opportunities for career advancement and professional growth.
• A dynamic and supportive work environment, with a focus on collaboration and teamwork.

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter, outlining your relevant experience and qualifications. We look forward to hearing from you! Apply for this job