At arenaflex, we're 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.
**Job Summary:**
arenaflex is seeking an Experienced Customer Service Representative (CSR) to join our team supporting the USPS.com and associated applications. As a CSR, you will provide technical assistance to end-users on products and services via live chat sessions and email inquiries. You will be responsible for delivering customer satisfaction by resolving technical issues and meeting end-users' needs utilizing the provided software and Knowledgebase. If you're a customer-focused individual with excellent communication skills and a passion for problem-solving, we encourage you to apply for this exciting opportunity.
**Responsibilities:**
As an Experienced Customer Service Representative at arenaflex, you will be responsible for:
* Delivering customer satisfaction by resolving technical issues and meeting end-users' needs utilizing the provided software and Knowledgebase
* Ensuring that end-user problems are resolved within Service Level Agreement (SLA) parameters
* Maintaining end-to-end problem ownership of chat and email sessions
* Working in one or multiple work queues over various customer contact channels
* Escalating issues promptly to appropriate support teams when needed
* Ensuring compliance with all company and government policies and procedures
* Collaborating with Customer Support team colleagues and other support organizations as required
* Performing 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
**Qualifications:**
**Basic Qualifications:**
* High school graduate or equivalent and a minimum of one year customer service experience is required
* Must be a U.S. citizen
* 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
**Target Salary Range:**
$30,000 - $48,000. This represents the typical salary range for this position based on experience and other factors.
**SCA / Union / Intern Rate or Range:**
EEO
**An Equal Opportunity Employer including Disability/Veteran.**
**Our Values:**
At arenaflex, our benefits are designed to help keep you at your best beyond the work you do with us daily. We're fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.
**Benefits:**
* 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
**Work Environment and Company Culture:**
As a remote employee at arenaflex, you will have the flexibility to work from home and enjoy a comfortable and distraction-free workspace. Our company culture is built on the values of teamwork, innovation, and customer satisfaction. We encourage open communication, collaboration, and continuous learning. Our employees are our greatest asset, and we strive to create a work environment that is inclusive, supportive, and rewarding.
**Career Growth Opportunities and Learning Benefits:**
At arenaflex, we believe in the growth and development of our employees. We offer a range of training programs, mentorship opportunities, and career advancement possibilities. Our employees have the opportunity to work on challenging projects, develop new skills, and take on new responsibilities. We also offer tuition reimbursement, tuition assistance, and student loan financing to support your educational and career goals.
**How to Apply:**
If you're a motivated and customer-focused individual with excellent communication skills and a passion for problem-solving, we encourage you to apply for this exciting opportunity. Please visit our website at arenaflex.com to learn more about our company and our values. You can also apply online by clicking on the link below.
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**Equal Employment Opportunity:**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.
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