At arenaflex, we're committed to harnessing the power of language to connect diverse people and enrich the human experience. As a leading provider of language services, we're dedicated to increasing diversity, equity, inclusion, and accessibility for underrepresented communities through innovative communication solutions.
We're seeking an experienced Videophone Customer Care Agent with a passion for American Sign Language (ASL) to join our team. As a Videophone Customer Care Agent, you'll play a critical role in providing exceptional customer support and promoting arenaflex's products and services to customers nationwide.
**Job Summary:**
As a Videophone Customer Care Agent, you'll be responsible for answering calls through videophone from arenaflex personnel and customers across the country. Your duties will include:
* Providing account management and basic customer support
* Troubleshooting issues and resolving customer complaints
* Providing training to customers on products and services to achieve high levels of customer satisfaction
* Promoting arenaflex's products, features, and services
* Resolving issues received through email, videophone, live chat, and other contact methods
* Providing support for the functionality and features of all applicable products and services
* Following department policies and procedures
* Ensuring compliance with FCC regulatory requirements related to the service
**Company Overview:**
arenaflex is a minority-owned company dedicated to expanding opportunities for underserved communities while promoting an inclusive workplace for our employees. We strive to increase diversity, equity, inclusion, and accessibility for underrepresented people through communication solutions for all. Our mission is to provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words.
**Essential Duties and Responsibilities:**
* Provide support to existing and potential customers with a range of answers to questions, including but not limited to account, new product installation, and general questions
* Promote arenaflex products, features, and services
* Provide a friendly and supportive customer experience
* Resolve issues received through email, videophone, live chat, and other contact methods
* Provide support for the functionality and features of all applicable products and services
* Follow department policies and procedures
* Ensure compliance with FCC regulatory requirements related to the service
* Complete other duties and projects as assigned
**Supervisory Responsibility:**
This position has no supervisory responsibilities.
**Travel Requirements:**
Less than 25%.
**Education:**
* Required: High School diploma or better
**Experience:**
* Minimum Years of Experience: 1 year of Customer Service or equivalent experience
**Knowledge, Skills, and Abilities:**
* Must be fluent in American Sign Language (ASL)
* Candidate must have professional and courteous phone and electronic communications presence
* Candidate must have the ability to write simple correspondence, the ability to effectively present information during one-on-one and small group situations with customers, clients, and other employees of the organization
* Good customer service and knowledge of principles and processes for providing customer services. This includes customer needs assessments, meeting quality standards for services, and evaluation of customer satisfaction
* Strong active listening skills, able to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
* Able to complete work assignments independently or with minimal supervision and guidance
* Must be able to manage cases and time effectively
* Must be detail oriented and proficient at multitasking
* Strong adaptability and capacity to work in fast-paced environments
* Employees must have a solid basic comprehension and application with using computers in an MS Windows environment
* Must be able to type 45+ wpm
* Positive attitude, team player, good interpersonal communication skills, and able to work across company departments
**Working Conditions and Physical Requirements:**
* Punctual and reliable attendance
* Ability to sit and/or stand at a desk and work with a computer for extended periods of time
* Ability to sign using ASL for extended periods of time
* Ability to lift and move equipment 30-50lbs
* Must be able to work during day, night, weekend, and holiday shifts. Flexibility with shifts is required
* At home employees require a high-speed internet connection and a confidential working space with a desk and chair
* Workstation must have an Ethernet connection
**Disclaimer:**
This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of arenaflex. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence.
**Equal Employment Opportunity:**
arenaflex is an EOE, Disability/Age Employer
If you're passionate about American Sign Language and providing exceptional customer support, we encourage you to apply for this exciting opportunity. Join our team and help us connect diverse people and enrich the human experience.
**How to Apply:**
To apply for this position, please visit our website at [www.arenaflex.com/company/careers/](http://www.arenaflex.com/company/careers/).