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 Overview**
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. The successful candidate must allocate their own time efficiently and will receive general instructions on all work. This is a remote position with openings available for both 2nd and 3rd shifts.
**About the Role**
As a Customer Service Representative at arenaflex, you will be the primary point of contact for end-users seeking technical assistance. 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. You will select appropriate methods from a variety of procedures or make simple adaptations and interpretations. You will report to the Internet Customer Care Center (IC3) Help Desk Team Lead.
**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
**Work Environment and Culture:**
arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive. We believe that our employees are our greatest asset, and we strive to provide a workplace that is free from bias and harassment. We offer a range of benefits and perks to our employees, including flexible work arrangements, professional development opportunities, and a comprehensive benefits package.
**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 and have the ability to obtain and maintain a Public Trust clearance
* Must be able to 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
**Compensation and Benefits:**
The compensation for this role falls within a target range that aligns with the budget allocated for the program. This range reflects the program's financial framework and ensures alignment with organizational priorities while considering market trends and role-specific qualifications. If you are selected and considered for this role, we will discuss the starting base pay for the role.
**Target Salary Range:** $30,000 - $48,000
**Work-Life Balance:**
arenaflex is committed to providing a work-life balance for our employees. We offer flexible work arrangements, including remote work options, to ensure that our employees can balance their work and personal responsibilities.
**How to Apply:**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer service, we encourage you to apply for this role. Please submit your application through our website at arenaflex.com/careers.
**Equal Opportunity Employer:**
arenaflex is an equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.
**Location:**
This is a remote position that must be performed within 50 miles of an existing arenaflex facility. The states included in the list are Alabama, California, Colorado, Florida, Georgia, Indiana, Massachusetts, Maryland, Missouri, Mississippi, Montana, North Carolina, Nebraska, New Hampshire, New Jersey, New Mexico, Ohio, Pennsylvania, Tennessee, Texas, Utah, and Virginia.
**Clearance:**
Must be able to obtain and maintain a Public Trust clearance.
**SCA / Union / Intern Rate or Range:**
Details
Target Salary Range: $30,000 - $48,000. This represents the typical salary range for this position based on experience and other factors.
**EEO:**
Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.
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