Are you passionate about delivering exceptional customer experiences and making a meaningful impact in the lives of others? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join arenaflex as a Customer Support Advocate I, a fully remote role that offers the flexibility to work from anywhere while making a real difference in the lives of our customers.
At arenaflex, we're committed to helping people achieve education and workplace success, and we're looking for talented individuals like you to join our team. As a Customer Support Advocate I, you'll play a critical role in providing high-quality front-line customer service to our diverse customer base, including education and business customers. Your passion for customer service, combined with your excellent communication and problem-solving skills, will enable you to make a lasting impact on our customers' experiences.
**About arenaflex**
arenaflex is a leading organization dedicated to helping people achieve education and workplace success. Our mission is to empower individuals, families, and communities by providing innovative solutions and resources that promote educational equity and access. With a rich history dating back to 1959, arenaflex has disrupted the assessment industry with a new approach to helping students better understand their readiness so they can take steps to improve it.
Today, arenaflex is fulfilling its mission by pushing the boundaries of learning innovation through the work of our people, who we call team members because we're all in this together. We know transformation doesn't come without challenge, which is why we invest in a variety of experiences for team members to strengthen their connections, explore ideas, learn from customers, and celebrate success.
**Key Responsibilities**
As a Customer Support Advocate I, your primary responsibilities will include:
* Providing high-quality front-line customer service to our diverse customer base, including education and business customers
* Handling high-volume inbound phone and email contacts with a focus on one-call resolution
* Determining when it's necessary to escalate customer concerns and executing a seamless transition to next-level resolution
* Using a Customer Relationship Management (CRM) tool to enter and maintain records of customer interactions, transactions, comments, and complaints
* Collaborating with other team members and stakeholders to resolve customer issues and improve overall customer satisfaction
* Developing and maintaining positive working relationships with customers and team members, and proactively managing customer relationships
**Essential Qualifications**
To be successful in this role, you'll need:
* At least 1 year of customer service experience in a call center environment
* Basic experience using office productivity software tools (such as Microsoft Office) or other computer technologies
* Familiarity with multiple web browsers (Microsoft Edge, Chrome, Firefox, Safari) utilizing multiple tabs, window navigation, and Internet messenger tools
* Excellent keyboarding skills with both speed and accuracy being critical
* Ability to develop and maintain positive working relationships with customers and team members, and to proactively manage customer relationships
* Must be able to meet standard performance metrics with willingness to receive improvement coaching and implement recommended actions to show demonstrated improvement
* Ability to multi-task and prioritize under pressure
* Self-motivated with willingness and ability to learn
* Ability to listen, seek understanding, and respond through clear, effective oral and written communication with customers and within the organization
* Ability to handle phone calls with high frequency during high-volume periods, consistently throughout the day while maintaining a customer-focused approach with each call
* Ability to be flexible and adapt; manage change and navigate positively in an environment experiencing change at a fast pace
* Ability to effectively resolve issues in a timely manner using sound judgment, logical problem-solving, and influencing skills
* Strong organizational skills with the ability to effectively prioritize
* Regular and reliable attendance
**Preferred Qualifications**
While not required, the following qualifications are highly desirable:
* Advanced fluency with Windows Operating Systems and Microsoft Office (Word, Excel, PowerPoint, Outlook)
* Experience working in the education industry
* Experience with or knowledge of Customer Relationship Management platforms and tools
**Work Environment and Culture**
As a remote Customer Support Advocate I, you'll have the flexibility to work from anywhere within the Continental United States, or in-person from our Iowa City, IA headquarters or a hybrid option. arenaflex provides the technology equipment (laptop, etc.) needed for the position, and employees must provide reliable, secure internet with at least 50 mbps download and 10-15 mbps upload speeds that allows for calls to be taken and supports the transfer of information and access to arenaflex's systems.
Our team is dedicated to fostering an inclusive, equitable environment where every team member has an opportunity to grow. We value diversity in people and ideas and participate in E-verify. arenaflex is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
**Compensation and Benefits**
arenaflex offers a competitive compensation package, including:
* Starting pay of $16/hour with step increases in pay available based on performance
* Company-paid life insurance, medical, dental, vision, flexible spending accounts, 401(k) with company contributions, paid holidays, paid time off, and so much more
* Comprehensive training program to ensure your success in the role
* Opportunities for career growth and professional development
* Collaborative and supportive work environment
**How to Apply**
If you're passionate about delivering exceptional customer experiences and making a meaningful impact in the lives of others, we invite you to apply for this exciting opportunity. Please submit your application through our online portal, and don't hesitate to reach out if you have any questions or need further information.
**Equal Employment Opportunity**
arenaflex is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
**Application FAQs**
If you have any questions or concerns about the application process, please don't hesitate to reach out. We're here to support you every step of the way.