**Join the arenaflex team and become a key player in delivering exceptional customer experiences that drive long-lasting partnerships and business growth.**
At arenaflex, we're passionate about revolutionizing the way we support our partners and customers. As an Experienced Customer Service Agent – Partner Support Specialist, you'll play a vital role in resolving complex inquiries, building trust, and fostering strong relationships that drive business success. If you're a customer service superstar with a passion for delivering exceptional experiences, we want to hear from you!
**Your Mission:**
As a Partner Support Specialist, your mission is to provide seamless resolution processes that exceed partner and customer expectations. You'll be the go-to person for resolving complex inquiries, leveraging your expertise to deliver timely and high-quality solutions. Your legacy will be the transformation of complex inquiries into successful outcomes, ensuring partners and customers feel supported and valued.
**Your Responsibilities:**
Within your first 2 months, you'll achieve cross-training in arenaflex's essential platforms, including CSS, Hero, LYFT, and InContact. You'll perform inbound and outbound calls/chats to resolve inquiries from partners and executives, cross-train for case creation, and effectively perform Job Management (JM) tasks by identifying the root cause of the issue. You'll also understand workflows and ensure proper escalation paths are followed.
Within the next 4 months, you'll demonstrate the ability to make independent, executive decisions when handling cases. As you progress, you'll elevate partnerships and customer interactions to create a consistent and streamlined workflow across cases.
Ongoing, you'll ensure timely and accurate execution of all tasks within your assigned workload, continue to build a strong foundation with partners, and demonstrate accountability in all deliverables.
**Who You Are:**
To succeed in this role, you'll need:
* Minimum of 2 years of experience in conflict resolution
* Minimum of 1 year of experience in cross-functional team collaboration
* Proficiency in handling inbound and outbound calls/chats with a focus on resolution and stakeholder satisfaction
* Chat experience with the ability to manage multiple conversations simultaneously
* Typing Speed: Minimum of 50 WPM
* Experience communicating with higher leadership, including partners, executives, and senior management
* Proven ability to critically think through challenging or vague situations to reach effective resolutions
* Demonstrated experience documenting cases clearly and effectively for diverse audiences
* Ability to multitask and prioritize tasks under tight deadlines in a fast-paced environment
**Key Competencies:**
As a Partner Support Specialist, you'll possess:
* The go-to person for resolving complex partner and executive inquiries, leveraging your expertise to deliver timely and high-quality solutions
* A strong communicator with above-average skills in both written and oral formats, capable of engaging with stakeholders at all levels, including senior leadership
* Comfortable working in a high-pressure, fast-paced environment where priorities shift rapidly
* Proficient in proactively managing VIP cases and fostering strong relationships with partners and executives
* Equipped with grace under fire, excelling under pressure while maintaining a stakeholder-first approach
**The Nitty Gritty:**
* Location: This position is remote, and you have the option of working from anywhere in the U.S. (outside of California)
* Manager: You'll report to the Partner Support Queue Supervisor
* Compensation: The starting base rate for this position is $17.00 per hour, with individual pay determined by job-related skills, experience, and relevant education or training
* Benefits: arenaflex offers an array of benefits, including short-term disability, long-term disability, and life insurance, as well as three medical plans, two dental plans, a vision plan, and other valuable benefits. You'll also enjoy 12 holidays off and accrue between 10-20 days of paid time off annually based on your years of service.
**Our Fair Hiring Practices:**
At arenaflex, we celebrate diversity and promote inclusion. We're an equal opportunity employer, and employment and advancement are based on a person's merit and qualifications. We adhere to the principles of equal employment opportunity and do not discriminate against any applicant or employee on the basis of race, ethnicity, color, national origin, ancestry, citizenship, religion, creed, sex (including pregnancy, childbirth, breastfeeding or related medical conditions), sexual orientation, gender, gender identity or expression, physical or mental disability, or any other characteristic protected by federal, state, or local law.
**Ready to Join the arenaflex Team?**
If you're a customer service rockstar with a passion for delivering exceptional experiences, we want to hear from you! Apply now and become a key player in driving business growth and long-lasting partnerships at arenaflex.
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