Are you passionate about delivering exceptional customer experiences? Do you thrive in a fast-paced, technology-driven environment where your communication skills can make a real difference? If so, arenaflex invites you to join our dynamic team as a Temporary Part-Time Customer Support Representative. This is a fantastic opportunity to be part of a leading entertainment company that is transforming how families and individuals access premium content through our innovative streaming platforms.
At arenaflex, we believe in the power of positive storytelling. We are the home to UPtv, UP Faith & Family, and AspireTV - networks dedicated to providing uplifting, authentic content that resonates with diverse audiences across the nation. UPtv stands as the trusted network for positive entertainment, offering exclusive premiere movies, uplifting theatricals, and beloved series. UP Faith & Family has become America's favorite streaming service for families, providing instant access to the best in family and faith-friendly entertainment anytime, anywhere. Meanwhile, AspireTV continues to lead as the premier network for Black and urban lifestyle programming. As a member of our customer support team, you will play a pivotal role in ensuring our subscribers have the best possible experience with our streaming services.
We are currently seeking a motivated and customer-focused individual to join arenaflex in a temporary part-time capacity. This position reports directly to our Customer Support Manager and offers the flexibility of working either from our Atlanta office or remotely. The ideal candidate will be comfortable with fluctuating work hours, including both weekday and weekend support to meet our customers' needs.
As a Customer Support Representative at arenaflex, you will be the frontline ambassador for our subscription video-on-demand (SVOD) services. Your primary responsibility will be to provide outstanding customer service and support that not only resolves issues but also creates an uplifting and memorable experience for every subscriber. This role is integral to driving customer satisfaction and retention, which directly contributes to the growth of arenaflex's subscription services.
The customer support function for this position is primarily ticket-based, with a strong emphasis on crafting thoughtful, written responses that meet and exceed our department's service level goals. You will also be relied upon for troubleshooting technology issues, documenting your findings meticulously, contributing to the identification of trends in customer inquiries, and identifying opportunities to continuously improve the overall customer experience.
As an essential member of the arenaflex customer support team, you will be responsible for:
In this role, you will serve as the primary point of contact for subscribers experiencing technical difficulties, billing inquiries, account management questions, and general support needs. Your ability to empathize with customers, troubleshoot effectively, and communicate solutions clearly will be critical to your success.
You will be expected to maintain thorough documentation of all customer interactions, ensuring that our knowledge base remains current and comprehensive. This attention to detail will help future support interactions and contribute to our team's overall efficiency.
Additionally, you will participate in team meetings and training sessions designed to keep you updated on new features, content additions, and platform improvements. Your continuous learning mindset will be valued and supported as you grow within the organization.
To excel as a Customer Support Representative at arenaflex, you must possess:
Education:
A Bachelor's degree in business, communications, or another relevant field is strongly preferred. However, we recognize that equivalent years of experience in customer service or related fields can be equally valuable. We encourage all qualified candidates to apply, regardless of their formal educational background.
Experience:
The ideal candidate will have at least one year of previous experience in a customer-facing role. Experience in media, digital MVPDs, OTT SVOD services, project management, e-commerce, or retail is highly desirable. This background will help you hit the ground running and understand the unique challenges faced by subscribers in today's streaming landscape.
Technical Familiarity:
You should have sufficient familiarity with streaming services and technology to assist in troubleshooting common issues. While issues requiring deep technical understanding will be escalated to our dedicated programming team, you should be comfortable guiding subscribers through basic to intermediate technical problems.
High Volume Experience:
Experience managing high volume queues, preferably within a customer service environment, is preferred. The ability to maintain quality and accuracy while handling multiple tickets simultaneously is essential.
Industry Knowledge:
A strong understanding of the digital streaming space, including current trends, competitors, and consumer expectations, will serve you well in this role.
You must be proficient with Microsoft Office applications, particularly Excel, as you will be required to analyze data and generate reports. Experience with Zendesk or other customer support software is highly valued. Additionally, familiarity with various app platforms - although not necessarily all - such as iOS, Android, Amazon Fire, Xbox, Tizen, Apple TV, and Roku will be beneficial as our subscribers access arenaflex content through a wide range of devices.
At arenaflex, we foster a collaborative, inclusive, and supportive work environment. We believe that our employees are our greatest asset, and we are committed to providing them with the tools, resources, and opportunities they need to succeed. As a part-time team member, you will have access to the same training and development opportunities as our full-time staff, ensuring you can grow and advance in your career.
Our remote work option provides flexibility and work-life balance, allowing you to serve our customers from the comfort of your own home while staying connected to your team through digital collaboration tools. We maintain regular communication through team meetings, one-on-ones, and department gatherings to ensure everyone feels included and informed.
We value diversity and inclusion, believing that different perspectives strengthen our team and enable us to better serve our varied subscriber base. We are committed to creating an environment where all employees feel respected, valued, and empowered to contribute their unique talents.
While this is a temporary part-time position, arenaflex offers competitive hourly rates and the opportunity to be part of a growing industry leader. Temporary employees at arenaflex may be eligible for certain benefits, and we provide comprehensive training to set you up for success.
This role offers valuable experience in the rapidly growing streaming and entertainment industry. You will gain expertise in customer support best practices, troubleshooting techniques, and data analysis - skills that are highly transferable and valuable in today's job market.
Joining arenaflex as a temporary team member can be the first step toward a longer-term career with our organization. We frequently hire full-time customer support representatives and team leads from our part-time and temporary staff. This role provides an excellent pathway to explore your interest in the entertainment and streaming industry while building a foundation for future career advancement.
Throughout your tenure, you will have access to professional development resources, mentorship opportunities, and internal advancement opportunities. Whether you aspire to move into supervisory roles, specialize in technical support, or explore other areas of the business, arenaflex supports your career journey.
arenaflex is an equal opportunity employer. We are committed to equal-employment principles and comply with all applicable federal, state, and local equal employment opportunity laws and regulations. We encourage applicants from all backgrounds to apply. The terms and conditions of the application process and employment relationship are non-discriminatory - without regard to age, race, color, national origin, gender, gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, military status, sexual orientation, or any other protected category or class.
We also provide reasonable accommodations for applicants and employees whose sincerely held religious beliefs, practices, or observances conflict with work requirements, as well as for applicants and employees with known disabilities, provided that such individuals are qualified to perform the essential functions of the job with or without accommodation and provided that any accommodations would not impose an undue hardship on the company.
arenaflex has implemented a COVID-19 vaccination policy for employees who enter our offices. This policy is subject to and complies with applicable law. Remote employees are not subject to this requirement.
If you are ready to join a team that values exceptional customer experiences, embraces continuous improvement, and is passionate about delivering uplifting entertainment to families across America, we want to hear from you!
This is a temporary part-time position with flexible hours that may include weekends. The ideal candidate will be available to support our growing subscriber base during peak times and be comfortable adapting to changing workload demands.
Don't miss this opportunity to grow your career in the exciting entertainment and streaming industry. Apply now and become part of the arenaflex family!
To apply, please submit your application and resume through our online portal. For more information about arenaflex and our family of networks, please visit our website.