Experienced Customer Support Representative – Global B2B Payments and Invoicing Network

At arenaflex, we believe loyalty begins at the payment. Thousands of sellers use our global B2B payments and invoicing network to provide choice and convenience to buyers, open new markets, and automate accounts receivables. With integrations to top eCommerce and ERP solutions and flexible trade credit options, arenaflex brings 40 years of experience serving leaders in manufacturing, retail, and transportation. Every day, arenaflex employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment. We're looking for a highly motivated and customer-focused individual to join our team as a Customer Support Representative. As a key member of our customer success team, you will be responsible for providing exceptional support to our clients, merchants, and customers, ensuring their needs are met and exceeded.

Key Responsibilities:

* Exemplify arenaflex Mission and Values

• Meet or exceed department metrics, program Service Level Agreements (SLAs), and department Service Level Standards (SLSs)
• Skilled to de-escalate challenging customers, clients, or merchants and provide exceptional customer service
• Serve as a primary contact to clients, merchants, and customers providing timely, accurate, and comprehensive responses and resolution to common questions and issues regarding supported programs, systems, processes, and procedures
• Provide feedback and assistance to collaborate with other team members or leadership to improve processes, procedures, new implementations, and subsequent training and documentation
• Welcome change and adapt positively to internal and external changes as well as driving change as needed
• Dedicated to actively engage in building rapport with internal and external parties to provide an excellent customer experience resulting in increased program usage
• Illustrate initiative by proactively contacting customers and merchants to address issues (e.g., rejections, disputes, authorizations, technical needs, potential account issues, etc.)
• Complete assigned learning before the due date while actively participating in learning sessions
• Perform other duties as assigned by leadership

Essential Qualifications:

* Meet the criteria as outlined above and/or have related customer support experience or the equivalent combination of education and experience

• Minimum two years of customer support experience with heavy inbound call volume
• Motivated and enthusiastic with a desire to be in Customer Success
• Organized and self-sufficient with moderate supervision needed and the ability to communicate summary of completed tasks to leaders
• Ability to skillfully manage challenging customer situations
• Coachable with ability to improve performance based on feedback
• Proficient with Outlook, Word, and Excel
• Ability to work in a team and independent environment
• Ability to consistently meet expectations in an ever-changing environment
• Professional written and verbal communication skills
• Bilingual - Fluent Spanish & English (Written & Verbal)

Preferred Qualifications:

* Experience working in a fast-paced, dynamic environment

• Knowledge of B2B payments and invoicing solutions
• Familiarity with CRM software and customer support tools
• Strong problem-solving and analytical skills
• Ability to work in a remote environment with minimal supervision

Core Competencies:

* Demonstrate professionalism: Maintain accountability, promote respect, stay work-focused, be punctual, demonstrate positive attitude, minimize conflict, encourage others

• Active Listening
• Authentic
• Change Agent
• Confidence
• Display Mindfulness
• Embrace Empathy
• Flexible
• Forward Thinking (Critical, Analytical, Creative)
• Helpful
• Highly Responsive
• Positive Attitude
• Positive Body Language
• Resourceful
• Team Mindset
• Tone of Voice
• Trustworthy

What is in it for me?

* Work in a friendly and caring company where teamwork is key

• Work with skilled people that are invested in your success and growth
• Remote working is the new normal with flexible work options and paid holidays
• Competitive salary with a comprehensive benefits package starting day one
• Work in a fun environment that promotes creative thinking and a positive attitude
• Career development opportunities
• An open-door policy which means your voice will always be heard
• A robust Employee Referral program

About arenaflex:

* Our Purpose: We help business grow

• Our Vision: To bring innovation and payment expertise to every business in the world
• Our Mission: To make B2B payments easier, faster, and smarter
• Our Values:

+ Ingenuity: arenaflex was created through creative problem solving and seizing opportunities. This spirit continues to drive our business today. + Empathy: arenaflex takes pride in the ability to actively listen to understand and support the distinct viewpoints of employees, customers, and our communities across the globe to contribute positively to the diverse arenaflex network. + Tenacity: Underpinning our efforts is a relentless commitment to our customers and their success. We give our employees the autonomy to make decisions, all for the collective success of our business and the business of our customers. Join our team at arenaflex and be part of a dynamic and innovative company that is shaping the future of B2B payments and invoicing solutions. Apply now to become a Customer Support Representative and take the first step towards a rewarding and challenging career with us! Apply for this job