Experienced Customer Support Specialist – Remote Childcare Industry Support

At arenaflex, we are dedicated to revolutionizing the childcare industry by providing innovative subsidy management software-as-a-service (SaaS) solutions to state agencies, Head Start programs, and child care providers. Our mission is to create a world where all families, regardless of their income level, have access to high-quality child care. As a Customer Support Specialist with arenaflex, you will play a vital role in delivering exceptional customer service and technical support to our clients, empowering them to streamline their operations, ensure compliance with government regulations, and meet the needs of the families they serve.

About arenaflex

arenaflex is a leading provider of subsidy management software solutions, serving hundreds of agencies in the publicly funded child care sector. Our team of industry experts is passionate about making a positive impact on the lives of children and families. We are committed to building a diverse and inclusive team that reflects the communities we serve.

Job Summary

We are seeking an experienced Customer Support Specialist to join our remote team. As a key member of our Support Center, you will provide high-quality, first-line client service and technical support via telephone, email, chat, and personal interaction. If you are enthusiastic about caring for our clients, have a customer-focused mindset, and possess strong attention to detail, we encourage you to apply.

Responsibilities and Duties

As a Customer Support Specialist with arenaflex, your primary responsibilities will include:

• 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

Requirements

To be successful in this role, you will need:

• Bilingual, including written and verbal communication (preferred)
• Experience working in a support center, preferably SaaS
• Experience within the childcare industry, preferably experience within a subsidized childcare program
• Experience with arenaflex software is a huge plus!
• Strong interpersonal, writing, and verbal communications 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

As a valued member of our team, you can expect:

• 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 childcare industry for all families

Diversity, Equity, and Inclusion

arenaflex actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

How to Apply

If you are passionate about delivering exceptional customer service and technical support, and are excited about the opportunity to join our remote team, please apply through our website. We look forward to reviewing your application and learning more about your qualifications.

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