Experienced Full Stack Customer Service Representative – Remote Work Opportunity at arenaflex

Job Summary:

Join arenaflex, a leading organization dedicated to empowering individuals with visual impairments, as a Full Stack Customer Service Representative. As a key member of our dynamic team, you will play a vital role in delivering exceptional customer service, building strong relationships with clients, and providing meaningful support to our community. This is an exciting opportunity to work in a fast-paced, remote environment, leveraging your excellent communication skills, product knowledge, and passion for helping others.

About arenaflex:

arenaflex is a pioneering organization that strives to provide individualized support and tools to navigate the visual world. Our mission is to create a world where the quality of one's sight does not determine the quality of one's life. We are committed to fostering a culture of inclusivity, respect, and empowerment, and we are seeking like-minded individuals to join our team.

Position Overview:

As a Full Stack Customer Service Representative, you will be responsible for providing exceptional customer service to clients via phone, email, and other communication channels. You will work closely with our team to build strong relationships, resolve customer inquiries, and provide product knowledge to meet specific standards and goals. This is a contract-funded position, subject to renewal every few years, and you will be assigned to work multiple contracts.

Key Responsibilities:

* Receive and respond to in-bound and out-bound calls, emails, and other customer inquiries in a dynamic, fast-paced environment

• Provide professional customer service and product consultation to internal and external customers, meeting specific standards and goals
• Assist in meeting customer service goals and service level agreements
• Achieve all requirements outlined in the arenaflex Call Center Department Handbook
• Serve customers through various methods, including in-person, phone, email, web-forms, and chat
• Maintain accurate records of customer interactions and service
• Process orders, respond to inquiries, and handle complaints, troubleshooting problems and providing information according to procedure
• Make decisions on customer requests using established guidelines
• Take accountability for following through on all issues
• Learn and continue to reinforce current product knowledge relative to customer needs and inquiries
• Utilize reference materials to assist and resolve any inquiries
• Maintain the strictest confidentiality and privacy of customer and agency information

Knowledge, Skills, and Abilities:

* Proficiency with navigating websites, working between multiple screens quickly while listening and talking on the telephone

• Ability to type 30 wpm
• Ability to perform data entry duties while serving the customer and at other designated times
• Ability to keep all customer information in the strictest confidence and follow security procedures in regard to customer information
• Ability to work a schedule that may include nights, weekends, and holidays, including variable shifts
• Ability to interact with customers with respect to and consideration of customer needs
• Excellent interpersonal skills and the ability to work in partnership with others
• Excellent and effective communication skills, both written and verbal
• Strong organizational skills with attention to detail
• Ability to handle stressful situations
• Ability to accept constructive feedback and adapt accordingly
• Ability to learn and demonstrate knowledge of products and services that will be supported
• Proficient with Microsoft Office
• Proficient with Internet navigation
• Problem-solving, patience, time management, active listening, and maintaining focus
• Self-motivation

Qualifications:

* Prior customer service experience is preferred

• Computer proficiency, including navigating multiple websites while assisting customers
• If applicable, prior use of Assistive Technology, most notably with JAWS, ZoomText, Fusion, for visual adaptation

Education:

* Minimum High School Diploma or equivalent

Equipment/Tools Used:

* Personal computer

• Telephone

Physical Requirements:

* The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee frequently sits (or stands if preferred) at a desk, types, and focuses on computer work for prolonged periods of time. Must be able to listen and speak/communicate to customers for long periods of time.
• The employee is frequently required to use hands to finger, handle, feel objects, tools, or controls on a computer or telephone.

Employee Appreciation:

* Competitive salary

• Generous annual paid time off (20 days PTO, with increases after 5 years of service; 7 sick days; 9 holidays)
• Comprehensive medical and dental insurance coverage
• $1200 (annualized) in H.S.A. employer contributions
• 401(k) plan with 25% agency match up to 6% of salary
• Free 401k planning with licensed financial planner
• Agency-paid life insurance
• Agency-paid long-term disability insurance
• Voluntary life insurance and voluntary short-term disability insurance
• Comprehensive EAP (Employee Assistance Program) including self-care and professional/personal growth training

Mission Statement:

To provide individualized support and tools to navigate the visual world.

Vision Statement:

A world where the quality of one's sight does not determine the quality of one's life.

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