Experienced Customer Resolution Specialist – Financial Services and Operations Support

At arenaflex, we're dedicated to delivering exceptional customer experiences across our various departments. 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 financial services, human resources, payroll, budgeting and planning, financial management, and grants management inquiries.

About arenaflex

arenaflex is a leading organization in the industry, renowned for its commitment to innovation, customer satisfaction, and employee growth. Our team is passionate about creating a work environment that fosters collaboration, creativity, and continuous learning. We believe that our employees are our greatest assets, and we strive to provide them with the tools, resources, and opportunities they need to excel in their careers.

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, in alignment with the Service Desk's established Key Performance Indicators (KPIs) and service level agreements.
• 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.

Requirements

To be successful in this role, you will need:

• Minimum requirements include vocational training, apprenticeships or the equivalent experience in a related field (not typically required to have a four-year degree).
• Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.
• Strong communication and interpersonal skills, with the ability to effectively interact with customers, colleagues, and management.
• Ability to work in a fast-paced environment, with multiple priorities and deadlines.
• Strong analytical and problem-solving skills, with the ability to think critically and creatively.
• Proficiency in Microsoft Office, including Excel, Word, and Outlook.
• Familiarity with ServiceNow and Oracle Cloud/Workday platforms.

Nice-to-haves

While not required, the following qualifications would be beneficial:

• 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 administrative processes, procedures, and systems within a university setting.
• 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

To excel in this role, you will need to possess the following skills and competencies:

• Strong communication and interpersonal skills, with the ability to effectively interact with customers, colleagues, and management.
• Ability to work in a fast-paced environment, with multiple priorities and deadlines.
• Strong analytical and problem-solving skills, with the ability to think critically and creatively.
• Proficiency in Microsoft Office, including Excel, Word, and Outlook.
• Familiarity with ServiceNow and Oracle Cloud/Workday platforms.
• Ability to work independently and as part of a team, with a strong commitment to collaboration and customer satisfaction.

Career Growth Opportunities and Learning Benefits

At arenaflex, we believe in investing in our employees' growth and development. As a Customer Resolution Specialist, you will have access to:

• Ongoing training and development opportunities, including workshops, webinars, and conferences.
• Mentorship and coaching from experienced colleagues and management.
• Opportunities for career advancement and professional growth within the organization.
• A comprehensive benefits package, including health insurance, retirement savings, and paid time off.

Work Environment and Company Culture

arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive. Our team is passionate about delivering exceptional customer experiences, and we strive to provide our employees with the tools, resources, and opportunities they need to excel in their careers.

• Flexible work arrangements, including remote work options and flexible hours.
• A comprehensive benefits package, including health insurance, retirement savings, and paid time off.
• Opportunities for professional growth and development, including training and mentorship programs.
• A dynamic and supportive work environment, with a strong focus on collaboration and customer satisfaction.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• A salary range of $50,000 - $70,000 per year, depending on experience.
• A comprehensive benefits package, including health insurance, retirement savings, and paid time off.
• Opportunities for professional growth and development, including training and mentorship programs.
• A dynamic and supportive work environment, with a strong focus on collaboration and customer satisfaction.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you! Apply to this job Apply for this job