Experienced Business Operations Support Specialist – Customer Service Operations

At arenaflex, we're on a mission to revolutionize the way businesses operate and deliver exceptional customer experiences. As a leading provider of innovative solutions, we're seeking an experienced Business Operations Support Specialist to join our team in Cumberland, RI. This is a unique opportunity to work with a talented group of professionals who share your passion for excellence and customer-centricity.

About arenaflex

arenaflex is a dynamic and forward-thinking organization that has been providing consulting opportunities to talented individuals since 1987. Our team of experts has a proven track record of delivering exceptional results, and we're committed to helping our clients achieve their goals. With a strong focus on customer service, arenaflex is dedicated to building long-term relationships with our clients and partners.

Job Summary

We're seeking an experienced Business Operations Support Specialist to join our team in Cumberland, RI. As a key member of our customer service operations team, you will be responsible for providing business support for applications, escalating issues as appropriate, and monitoring escalations for timely resolution. You will work closely with various Product teams to support, plan, design, build, and test optimal solutions for systems and applications.

Primary Responsibilities/Accountabilities

As a Business Operations Support Specialist, you will be responsible for the following key areas:

• Providing business support for applications supporting Customer Service Operations, escalating issues as appropriate, and monitoring escalations for timely resolution.
• Configuring, maintaining, and governing select business systems and managing access to applications for customer service operations.
• Documenting, maintaining, and governing configuration files and business system documentation and records.
• Configuring, monitoring, reporting, and auditing automated processes, including outbound calling campaigns, email, and other communication channels, to ensure systems and processes perform as expected and adhere to SLA agreements, State/Federal laws and regulations, and Customer Experience expectations.
• Collaborating with Product and IT teams to perform system maintenance, production incident problem management, identification of root cause, remediation of the problems, and providing off-hour support when required for product deployments and issues.
• Assisting with the planning, evaluation, and implementation of functionality and features, including but not limited to IVR/IVA, Web, email, Chat, SMS 2-way Text, Speech Analytics, Bots, Agent CRM, Agent tools, and interaction routing strategies.
• Partnering cross-functionally with Business and Product teams to build business application requirements for new systems and features, coordinating system testing, and ensuring enhancements of systems and integrations run accurately and efficiently according to business requirements.
• Supporting release roll-out and deployment plans, contingencies, and back-out plans.
• Emergency and storm role commitment: This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service.

Qualifications

To be successful in this role, you will need to possess the following qualifications:

• 3-5 years of experience required
• Looking for candidates that have worked with both Business and IT resources; someone who can take an issue and translate it to a developer
• The ability to recognize patterns in issues
• Candidate will act as the front line of support for the help desk
• Experience using Twilio is a plus
• Bachelor's Degree, preferably in Business or Information Technology or equivalent work experience
• Minimum of 5 years related experience; including digital channel management experience
• Experience working directly with IT resources and processes providing day-to-day application support for customer service teams, including troubleshooting, issue documentation and resolution, and performance optimization
• A curious, detail-oriented, and proactive problem solver with the ability to work well in team environments and in individual contributor capacities
• Excellent communication and organizational skills with the ability to manage a diverse set of products and projects simultaneously

Preferred Qualifications

While not required, the following qualifications are preferred:

• Utility experience is preferred but not required
• Agile project management and/or business process improvement experience
• Experience working in a call center and/or digital product environment
• Experience with tools like Twilio, Sitecore, Salesforce, etc.
• Knowledge and understanding of customer systems within a regulated environment

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Business Operations Support Specialist, you will have access to a range of training and development opportunities, including:

• Regular training and development sessions to help you stay up-to-date with the latest industry trends and technologies
• Opportunities to work on high-profile projects and collaborate with cross-functional teams
• A comprehensive benefits package, including health insurance, retirement savings, and paid time off
• A dynamic and supportive work environment that encourages creativity, innovation, and collaboration

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced organization that values innovation, creativity, and customer-centricity. Our team is passionate about delivering exceptional results and making a positive impact on our clients and partners. As a Business Operations Support Specialist, you will be part of a talented team that is dedicated to excellence and customer satisfaction.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• A salary range of $60,000 - $80,000 per year, depending on experience
• A comprehensive benefits package, including health insurance, retirement savings, and paid time off
• A dynamic and supportive work environment that encourages creativity, innovation, and collaboration
• Opportunities for career growth and development
• A range of perks and benefits, including flexible work arrangements, professional development opportunities, and a fun and supportive work environment

How to Apply

If you're a motivated and experienced Business Operations Support Specialist looking for a new challenge, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive, respectful, and free from discrimination. Apply for this job