Experienced Customer Service Representative Specialist Sr. (GOV) - Treasury Management Card Technology
At arenaflex, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued, and have an opportunity to contribute to the company's success. As a Customer Service Representative Specialist Sr. (GOV) within arenaflex's Treasury Management Card Technology organization, you will be based anywhere within arenaflex's footprint.
The Customer Service Representative Specialist Sr. (GOV) will support arenaflex's card clients within our West Region and therefore work hours will align with Pacific Time Zone hours. Additionally, candidates with prior credit card experience, website navigation skills, customer service skills, and excellent communication skills (written & verbal) are preferred.
This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by arenaflex. This position may not be available in all geographic locations.
Job Description
Key Responsibilities
- Performs advanced customer service activities and initiatives for specialized products and services. Supports a complex dedicated suite of products/services, services a sophisticated client base, and/or leverages an advanced process or tool to support internal and external customers. Focus on problem resolution that occurs across multiple channels for our customers. Delivers CARES model to customers and service partners.
- Receives, investigates, and responds to customer inquiries regarding complex products, services, and issues via all channels through which customers are served.
- Resolves customer service inquiries and issues. Recommends appropriate solutions. Resolves the most complex or reoccurring issues, and identifies root cause and acts as an escalation point. May interact with higher levels within the customer organization.
- Maintains high levels of customer satisfaction consistent with arenaflex's core values. Demonstrates commitment to quality. Serves as a coach or mentor and may serve as a trainer to the customer service team.
- Documents customer interactions and completes service requests to minimize customer effort or additional action.
Qualifications
Essential Qualifications
- Candidates must demonstrate a strong understanding of customer service principles and practices.
- Excellent communication and interpersonal skills, with the ability to interact with customers, colleagues, and management at all levels.
- Ability to work in a fast-paced environment, with multiple priorities and deadlines.
- Strong problem-solving and analytical skills, with the ability to identify and resolve complex issues.
- Ability to work independently, with minimal supervision, and as part of a team.
Preferred Qualifications
- Prior experience in a customer-facing role, preferably in a financial services or technology industry.
- Knowledge of credit card products and services, including payment processing and risk management.
- Experience with customer relationship management (CRM) software and other technology tools.
- Ability to work in a remote environment, with minimal supervision, and maintain high levels of productivity.
- Strong technical skills, with the ability to learn and adapt to new systems and processes.