Experienced Bilingual Customer Service Associate (Night Shift) – Enterprise Software Support

Join arenaflex, a leading provider of innovative enterprise software solutions, in our mission to revolutionize the transportation industry. We're seeking a highly motivated and customer-focused Bilingual Customer Service Associate to join our dynamic team. As a key member of our customer support team, you will play a vital role in delivering exceptional customer experiences, resolving complex issues, and driving business growth.

About arenaflex

arenaflex is a cutting-edge enterprise software company that's disrupting the traditional methods of transportation software development. Our comprehensive platform provides a game-changing solution for the transportation industry, making it easier for our clients to manage their operations, reduce costs, and increase efficiency. With a strong focus on customer satisfaction, we're committed to delivering superb software that's easy to use, serving customers with a high sense of urgency, and driving long-term value through constant improvement.

Your Future Job

As a Bilingual Customer Service Associate, you will be responsible for providing exceptional customer support to our clients, resolving complex issues, and driving business growth. Your primary responsibilities will include:

• Working a night shift schedule (3:30 PM - 12:30 AM EST)
• Helping customers with a wide range of general inquiries on product and/or account issues and questions
• Solving customer issues and escalations about arenaflex products and services
• Experience in multi-channel servicing, including excellent phone skills and good writing skills for web, email, and text requests
• Ability to prioritize work queue and backlog in addition to incoming customer requests
• Complete help tickets for issues that require technical support or development team assistance
• Provide excellent customer service and take ownership throughout the service cycle from initial request to final close out of the support request
• Model and champion arenaflex's cultural principles as we scale

Requirements

To be successful in this role, you will need:

• 1-3 years of experience in a customer-facing role within a contact center environment
• Demonstrated ability to increase productivity through daily task completion, personal development, and guided trainings
• Experience in a high-paced environment handling escalated customers and able to follow up on customer requests in a timely manner
• Strong problem-solving skills and a proven ability to deliver a positive customer experience
• Exceptional communication skills to effectively communicate with a wide range of customers
• Experience in a fast-paced environment managing multiple cases per day via phone, chat, and email channels
• Experience working with ticketing systems (e.g. Zendesk, Hubspot, ServiceCloud)
• Proficient with macOS and both Apple and Android mobile devices for app usage
• Solutions-oriented with strong problem-solving skills
• Proven track record of building trust and communicating effectively with a wide variety of stakeholders: laymen, executives, product leadership, day-to-day users of our products
• Passion for going above and beyond the call of duty, taking initiative, and thriving in a fast-paced, change-heavy environment
• Diplomacy, tact, and poise under pressure when working through customer issues

Ideal Candidate

We're looking for a candidate who:

• Has a strong ability to actively listen and ask follow-up questions to drive customer success
• Can verbally guide customers to solutions in both app and web-based applications
• Thrives in an unstructured, fast-paced, and change-heavy environment
• Has experience supporting service requests in billing, RMA, cancellations, and renewals
• Has experience supporting telematics systems, ELDs, and hours of service compliance (a plus)

To Land the Job You'll Need

* Fluency in Spanish

• Ultra-positive attitude and cool under pressure
• Rock-solid verbal and written communication skills with a strong focus on the details
• A knack for investigative research and strong critical thinking skills
• Ability to work independently, coupled with keen awareness of customer satisfaction cues
• Excellent analytical, problem-solving, and decision-making skills
• Ability to work well in a team environment

Extra Awesome (Not Required)

* A degree in Supply Chain/Logistics, Business, or any other relevant field (we're serious!)

Some Of The Perks

* Enterprise software company ready for transformational growth

• Competitive wages
• Hybrid work location
• Peer-driven training and ongoing support
• Casual dress code and flexible working hours to fit with your life
• Ability to work from home

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced work environment that values innovation, collaboration, and customer satisfaction. Our team is passionate about delivering exceptional customer experiences and driving business growth. We're committed to creating a work environment that's inclusive, diverse, and supportive of our employees' growth and development.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary, comprehensive benefits package, and a range of perks to support your well-being and career growth. We're committed to providing a work environment that's flexible, supportive, and rewarding.

How to Apply

If you're a motivated and customer-focused individual who's passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a work environment that's inclusive, diverse, and supportive of our employees' growth and development. Apply Job! Apply for this job