Experienced Customer Support Specialist – High-Volume Call Center (Part-time)
At arenaflex, we're revolutionizing the way financial transactions are handled, creating trust in every transaction. Our core product, arenaflex Income, provides access to crucial employment and income information needed for mortgage loans, apartment rentals, background checks, and more. We're disrupting a $5B+ industry, previously controlled by legacy credit agencies, with a better product and intense customer focus. With hundreds of thousands of income and employment verifications every month, we continue to grow our market share in the mortgage lending and tenant screening markets. As a Customer Support Specialist at arenaflex, you'll play a vital role in delivering our product to our customers daily. Our operations team sits between our customers and back-end platform, playing a critical role in delivering a best-in-class experience to the hundreds of thousands of unique users our product and web application serve each month. We're seeking a motivated and independent thinker with strong experience in high-volume call centers. We value tenacious curiosity and the ambition to deliver diamond-level service without exception.
Responsibilities:
* Independently resolve high volumes of inbound tickets via phone, email, and chat, aiming to solve 25-40 daily tickets while meeting SLAs.
- Troubleshoot complex technical issues, providing clear solutions to customers.
- Engage in proactive customer outreach initiatives to minimize recurring issues.
- Adhere to internal procedures to ensure exceptional customer service and compliance with regulatory standards.
- Communicate effectively with internal teams and customers, ensuring all necessary information is gathered to support arenaflex platform users.
- Escalate ambiguous issues to the appropriate teams for resolution.
- Continuously improve the income and employment verification process by understanding its nuances and identifying potential bottlenecks.
Work Schedule and Environment:
The work schedule for this role is flexible, up to 25 hours per week, with shifts assigned Monday through Friday between 5:00 AM to 5:00 PM Pacific Standard Time. Our Customer Support Specialists work 100% remotely from home, and a reliable high-speed internet connection is required.
You May Be a Fit for This Role If:
* You have a minimum 2 years of experience providing technical support in a high-volume call center or similar environment.
- You're dedicated to delivering a world-class customer experience.
- You hold yourself to the highest standards when it comes to organization and efficiency.
- You thrive in a fast-paced, collaborative environment.
- You're resilient and known for remaining calm in high-pressure situations.
- You have excellent verbal and written communication.
- You're highly disciplined and can juggle multiple moving pieces and details at once.
- You have a proven track record of excellence.
- You're adaptable and motivated with a strong work ethic.
- You prioritize security in your personal and professional lives. We handle sensitive personal data and put security above all else when making critical business decisions.
Nice to Have:
* A Bachelor's degree in a related field.
- Enjoy following a process and are motivated to point out areas for continuous improvement.
Compensation:
Our cash compensation for this role is targeted at $16 - $21 per hour. Final offer amounts are determined by multiple factors including candidate expertise.
Bring Your TRUE Self to Work:
One of our 4 values at arenaflex is Valuing Diverse Perspectives, and we're on a mission to create a company that's the right fit for every person inside of it. Diversity and Inclusion are the hard-and-fast principles guiding how we build our teams, cultivate leaders, and create a company where our employees are comfortable bringing their authentic, true selves to work.
arenaflex is an Equal Opportunity Employer:
arenaflex is proud to be an Affirmative Action, Equal Opportunity Employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. arenaflex considers qualified applicants with criminal histories, consistent with applicable federal, state, and local law. arenaflex is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
How to Apply:
If you're passionate about delivering exceptional customer service and are looking for a challenging and rewarding role, we encourage you to apply. Apply for this job