Experienced Bilingual Customer Support Specialist – Remote Anywhere in the US

At arenaflex, we're passionate about revolutionizing the way child care providers and families interact with each other. Our cutting-edge subsidy management software-as-a-service (SaaS) solutions have been empowering state agencies, Head Start programs, and child care providers to streamline their operations, ensure compliance with government regulations, and meet the needs of the families they serve. As a Customer Support Specialist with arenaflex, you'll play a vital role in delivering exceptional customer experiences and technical support to our clients across the United States.

About arenaflex

arenaflex is a leading provider of innovative SaaS solutions to the child care industry. Our mission is to create a world where all families, regardless of their income level, have access to high-quality child care. With a team of industry experts, we're committed to building a more inclusive and supportive environment that enables and improves the child care industry for all families.

Job Summary

As a Customer Support Specialist with arenaflex, you'll be responsible for providing high-quality, first-line client service and technical support via telephone, email, chat, and personal interaction. You'll be the face of arenaflex, and your exceptional communication skills, attention to detail, and customer-focused mindset will make all the difference in delivering exceptional experiences to our clients.

Responsibilities and Duties

* Answering telephone calls, emails, and chats in a fast-paced call center environment

• Accurately documenting and processing customer claims in appropriate systems
• Following all required scripts, policies, and procedures
• Complying with requirements surrounding confidential information and personal information
• Appropriately escalating customer issues to management
• Utilizing knowledge base and training to answer customer questions accurately
• Answering telephone calls promptly and in a polite and professional manner
• Training end-users on how to use company software products and systems
• Helping meet customer Service Level Agreements (SLAs)
• Attending meetings and training and reviewing all new training material to stay up to date on changes
• Ensuring first call resolution through problem-solving and effective call handling
• Occasional travel may be required (for conferences or to visit customer sites)
• Occasional on-call or overtime evening hours are required, and occasional weekend hours may be required, depending on the needs of our clients
• This position is remote, and applicants are required to have a dedicated home office space free from noise and interruptions

Requirements

* Bilingual, including written and verbal communication

• Experience working in a support center, preferably SaaS
• Experience within the child care industry, preferably experience within a subsidized child care program
• Experience with arenaflex software is a huge plus!
• Strong interpersonal, writing, and verbal communication skills are essential
• Excellent troubleshooting skills are vital
• Teamwork is necessary
• Education and experience in customer handling skills are highly desirable
• Experience with CRMs
• Experience with Microsoft Word, Outlook, and Excel is required
• Three or more years of on-the-job technical writing, training, or education experience is preferred
• The ability to travel locally/nationally for up to a week at a time is required

What We Offer

* The ability to work from anywhere in the United States

• Starting pay $20/hr, depending on experience
• Comprehensive benefits package including health, vision, and dental insurance, starting the first of the month after start date
• 401(k) retirement plan, with company match
• Paid company holidays and generous PTO
• Friendly, supportive, and adventurous environment with a team of engaged colleagues who are all focused on enabling and improving the child care industry for all families.

Why Join arenaflex?

* arenaflex actively embraces diversity and equal opportunity in a meaningful way. We're committed to building a team that represents a variety of backgrounds, perspectives, and skills.

• We're passionate about creating a world where all families, regardless of their income level, have access to high-quality child care.
• Our team is dedicated to delivering exceptional customer experiences and technical support to our clients across the United States.
• We offer a comprehensive benefits package, including health, vision, and dental insurance, starting the first of the month after start date.
• We're committed to providing opportunities for growth and development, with a focus on enabling and improving the child care industry for all families.

How to Apply

If you're passionate about delivering exceptional customer experiences and technical support, and you're looking for a challenging and rewarding role with a dynamic team, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! Apply To This Job Apply for this job