At arenaflex, we're on a mission to create trust in every financial transaction. Our core product, arenaflex Income, provides access to crucial employment and income information needed for mortgage loans, apartment rentals, background checks, and the like. We're disrupting a $5B+ industry, previously controlled by legacy credit agencies, with a better product and intense customer focus. We handle hundreds of thousands of income and employment verifications every month, and continue to grow our market share in the mortgage lending and tenant screening markets.
As a Customer Support Specialist at arenaflex, you'll play a key role in helping us deliver our product to our customers daily. Our operations team sits between our customers and back-end platform, playing a critical role in delivering a best-in-class experience to the hundreds of thousands of unique users our product and web application serves each month.
**About arenaflex**
arenaflex is a fast-paced and innovative company that's changing the way financial transactions are done. We're a team of passionate individuals who are dedicated to delivering exceptional customer experiences and disrupting a traditional industry. Our company culture values diversity, inclusion, and collaboration, and we're committed to creating a workplace where everyone feels valued and supported.
**Job Summary**
We're seeking an experienced Customer Support Specialist to join our team on a part-time basis. As a Customer Support Specialist, you'll be responsible for providing exceptional customer service to our clients, resolving high volumes of inbound tickets via phone, email, and chat, and working collaboratively with internal teams to ensure seamless customer experiences. If you're a motivated and independent thinker with strong experience in high-volume call centers, we'd love to hear from you!
**Responsibilities**
* Independently resolve high volumes of inbound tickets via phone, email, and chat, aiming to solve 25-40 daily tickets while meeting SLAs.
* Troubleshoot complex technical issues, providing clear solutions to customers.
* Engage in proactive customer outreach initiatives to minimize recurring issues.
* Adhere to internal procedures to ensure exceptional customer service and compliance with regulatory standards.
* Communicate effectively with internal teams and customers, ensuring all necessary information is gathered to support arenaflex platform users.
* Escalate ambiguous issues to the appropriate teams for resolution.
* Continuously improve the income and employment verification process by understanding its nuances and identifying potential bottlenecks.
**Work Schedule and Environment**
The work schedule for this role is flexible, up to 25 hours per week, with shifts assigned Monday through Friday between 5:00 AM to 5:00 PM Pacific Standard Time. Our Customer Support Specialists work 100% remotely from home, and a reliable high-speed internet connection is required.
**Requirements**
* A minimum 2 years of experience providing technical support in a high-volume call center or similar environment.
* Dedicated to delivering a world-class customer experience.
* Hold yourself to the highest standards when it comes to organization and efficiency.
* Thrive in a fast-paced, collaborative environment.
* Resilient and known for remaining calm in high-pressure situations.
* Excellent verbal and written communication.
* Highly disciplined and can juggle multiple moving pieces and details at once.
* A proven track record of excellence.
* Adaptable and motivated with a strong work ethic.
* Prioritize security in your personal and professional lives. We handle sensitive personal data and put security above all else when making critical business decisions.
**Nice to Have**
* A Bachelor's degree in a related field.
* Enjoy following a process and are motivated to point out areas for continuous improvement.
**Compensation**
Our cash compensation for this role is targeted at $16 - $21 per hour. Final offer amounts are determined by multiple factors including candidate expertise.
**Benefits**
* Flexible work schedule up to 25 hours per week.
* Opportunity to work with a fast-paced and innovative company.
* Collaborative and supportive team environment.
* Professional development and growth opportunities.
* Competitive compensation and benefits package.
**Diversity and Inclusion**
At arenaflex, we value diversity and inclusion, and we're committed to creating a workplace where everyone feels valued and supported. We believe that diverse perspectives and experiences are essential to delivering exceptional customer experiences and driving innovation. We're proud to be an Affirmative Action, Equal Opportunity Employer, and we welcome applications from qualified individuals from all backgrounds.
**How to Apply**
If you're a motivated and independent thinker with strong experience in high-volume call centers, we'd love to hear from you! Please submit your application through our website, and we'll be in touch to discuss the next steps.