Experienced Customer Service Representative – Remote Support for arenaflex

Join arenaflex, a leading national security company, in shaping the future of customer service and support. As a Customer Service Representative, you will play a vital role in delivering exceptional experiences to our customers, ensuring their satisfaction, and resolving technical issues efficiently.

About arenaflex

arenaflex is a next-generation national security company that drives missions of consequence, spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. arenaflex operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit arenaflex.com to learn how we're keeping people around the world safe and secure.

Responsibilities

As a Customer Service Representative at arenaflex, you will be responsible for providing technical assistance to end-users on products and services via live chat sessions and email inquiries. You will:

• Provide problem resolution via email and/or live chat response using knowledgebase and template responses that are created to instantly respond to chat sessions and/or email inquiries.
• Select appropriate methods from a variety of procedures or make simple adaptations and interpretations.
• Report to the Internet Customer Care Center (IC3) Help Desk Team Lead.
• Deliver customer satisfaction by resolving technical issues and meeting end-users' needs utilizing the provided software and Knowledgebase.
• Ensure that end-user problems are resolved within Service Level Agreement (SLA) parameters.
• Maintain end-to-end problem ownership of chat and email sessions.
• Work in one or multiple work queues over various customer contact channels.
• Escalate issues promptly to appropriate support teams when needed.
• Ensure compliance with all company and government policies and procedures.
• Collaborate with Customer Support team colleagues and other support organizations as required.
• Perform other related tasks as assigned.

Day-to-Day Work Responsibilities

* Deliver customer satisfaction by resolving technical issues and meeting end-users' needs utilizing the provided software and Knowledgebase.

• Ensure that end-user problems are resolved within Service Level Agreement (SLA) parameters.
• Maintain end-to-end problem ownership of chat and email sessions.
• Work in one or multiple work queues over various customer contact channels.
• Escalate issues promptly to appropriate support teams when needed.
• Ensure compliance with all company and government policies and procedures.
• Collaborate with Customer Support team colleagues and other support organizations as required.
• Perform other related tasks as assigned.

Requirements

* High school graduate or equivalent and a minimum of one year customer service experience is required.

• U.S. Citizenship or Green Card required.
• Must have the ability to obtain and maintain a Public Trust clearance.
• Type 45 WPM.
• Ability to accurately document ticketing information with minimal errors and/or rework.
• Ability to work independently, achieve productivity goals, and manage one's time.
• Communicate effectively, both orally and in writing.
• Attention to detail and a positive attitude.
• Possesses the ability to successfully manage and prioritize concurrent tasks.
• Proficiency using windows-based applications and software (Microsoft Office).
• Must be able to work on weekends and/or on rotating schedules if required.

Preferred Qualifications

* Help desk/service desk experience desirable.

• Live Chat and/or any Customer Relationship Management (CRM) software tools.
• Degree from an accredited College / University preferred.

Work Environment and Company Culture

As a remote employee, you will be working from home, but still be an integral part of our team. arenaflex provides a comprehensive onboarding process, training, and ongoing support to ensure your success in this role. Our company culture values collaboration, innovation, and employee growth. We offer a dynamic and inclusive work environment that fosters open communication, creativity, and teamwork.

Compensation and Benefits

* Starting base pay rate: $16.00 per hour.

• Target salary range: $30,000 - $48,000.
• Comprehensive benefits package, including:

+ Paid Time-Off and Holidays + Retirement + Life & Disability Insurance + Career Development + Tuition Assistance and Student Loan Financing + Paid Parental Leave + Additional Benefits + Medical, Dental, & Vision Care

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Visit our website at arenaflex.com to learn more about our company and submit your application.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer, including Disability/Veteran. We are committed to diversity, equity, and inclusion in the workplace. Apply for this job