Experienced Customer Support Specialist – Childcare Industry Expertise
At arenaflex, we're passionate about revolutionizing the childcare industry by providing innovative subsidy management software-as-a-service (SaaS) solutions to state agencies, Head Start programs, and child care providers. Our mission is to create a world where all families, regardless of their income level, have access to high-quality child care. We're seeking a highly skilled and customer-focused Customer Support Specialist to join our team and help us achieve this vision.
What You'll Do with Us:
As a Customer Support Specialist at arenaflex, you'll be the first point of contact for our clients, providing high-quality, first-line technical support via telephone, email, chat, and personal interaction. You'll be responsible for answering customer inquiries, resolving issues, and ensuring that our clients receive exceptional service. Your strong attention to detail, customer-focused mindset, and excellent communication skills will enable you to build strong relationships with our clients and provide them with the support they need to succeed.
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 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.
Our Culture:
At arenaflex, we're committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe that 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 the childcare industry and have a customer-focused mindset, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you!
Note:
All persons hired will be required to verify identity and eligibility to work in the United States (without sponsorship) and complete the required employment eligibility verification form upon hire. Apply for this job