Experienced Customer Support Specialist – After Hours Remote Position at arenaflex
At arenaflex, we're on a mission to revolutionize the way families find and connect with care professionals. As a leading consumer tech company with a heart, we're dedicated to making a positive impact on people's lives. Our culture is built on empathy, understanding, and a passion for delivering exceptional customer experiences.
About arenaflex
arenaflex is a dynamic and innovative company that's changing the face of family care and support. With a presence in 21 countries, we're one of the largest providers of online services for finding family care and care jobs. Our platform offers a wide range of care solutions, from in-home and in-center care to customized corporate benefits packages and household tax and payroll services.
Work Environment and Location
As a remote Customer Support Specialist at arenaflex, you'll have the flexibility to work from the comfort of your own home. Our Dallas, Texas office is a hub of activity, but we're committed to providing a work-life balance that allows you to thrive in your personal and professional life.
Position Overview
We're seeking an experienced Customer Support Specialist to join our after-hours team. As a key member of our support team, you'll play a critical role in delivering exceptional customer service to our members. Your primary responsibilities will include handling member calls and emails, guiding members through our Work-Life and Employee Assistance Plan benefits, assessing needs, and providing problem-solving support.
Key Responsibilities
* Deliver professional, empathetic customer service through inbound calls
- Assess member needs through active listening and problem-solving, offering education and guidance
- Assist members via email, web, and chat
- Verify eligibility, document requests in CRM, and explain benefits
- Meet performance metrics (service levels, call abandonment, response times)
- Educate members on topics like prenatal care, parenting, financial hardship, relocation, and wellness
- Provide resources for urgent and crisis situations
- Perform additional duties as assigned
Who We're Looking For
We're seeking a highly motivated and empathetic individual with a passion for delivering exceptional customer service. As a Customer Support Specialist at arenaflex, you'll need to possess:
- 2-4+ years of client service experience, preferably in a human services field (e.g., social work, public health)
- High emotional intelligence and strong communication skills
- Excellent analytical, organizational, and time management abilities
- Adaptability in a fast-changing environment
- Collaborative, goal-oriented, and committed to exceptional service
- Open to feedback, proactive, and exercises sound judgment
- Bachelor's degree preferred; equivalent experience considered
- Willingness to work every Saturday and Sunday, at least one overnight shift throughout the week, and occasional Holiday shifts
Work Schedule
Our after-hours team works a unique schedule to ensure that our members receive the support they need, 24/7. The schedule includes:
- Friday: 8:00 PM - 11:00 PM (Eastern Time Zone)
- Saturday: 9:00 AM - 9:00 PM (Eastern Time Zone)
- Sunday: 10:00 AM - 10:00 PM (Eastern Time Zone)
- Wednesday: 12:30 AM - 8:00 AM (Eastern Time Zone) and 8:00 PM - 12:00 AM (Eastern Time Zone)
- Thursday: 8:00 PM - 12:00 AM (Eastern Time Zone)
Compensation and Benefits
As a Customer Support Specialist at arenaflex, you'll receive a competitive hourly rate of $24/hour, non-negotiable. In addition to your hourly rate, you'll be eligible for a variety of benefits, including:
- Annual bonuses and short- and long-term incentives
- Health insurance coverage
- Life and disability insurance
- A generous 401K employer matching program
- Paid holidays
- Paid time off (PTO)
Why Join arenaflex?
At arenaflex, we're committed to creating a work environment that's supportive, inclusive, and empowering. As a member of our team, you'll have the opportunity to:
- Work with a talented and diverse team of professionals who share your passion for delivering exceptional customer service
- Develop your skills and expertise in a fast-paced and dynamic environment
- Make a positive impact on people's lives through our platform and services
- Enjoy a competitive compensation package and a range of benefits that support your well-being and career growth
How to Apply
If you're a motivated and empathetic individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job