At arenaflex, we're passionate about empowering the people who serve the people. As a fast-growing SaaS leader in the Public Sector, we're dedicated to serving our clients with innovative solutions that streamline employee lifecycle management. Our centralized platform is designed to make a meaningful impact, and we're looking for top talent to join our team and make significant contributions to our products, technology, and customers.
**About arenaflex**
arenaflex is a dynamic and entrepreneurial environment where innovation is encouraged and rewarded. We're one of the top 50 fastest-growing private software companies in the U.S., and we're committed to delivering world-class customer support to our clients. Our team is passionate about technology, focused on customer success, and driven to make a difference in the lives of our customers.
**The Role**
As an Experienced Customer Service Specialist III at arenaflex, you'll be an essential member of our Customer Support team, serving as the voice of our company and providing exceptional product support to our clients via phone calls, virtual meetings, and emails. You'll collaborate with and support other departments to create high-quality experiences for our customers, and you'll have the opportunity to grow and develop your skills in a dynamic and supportive environment.
**Key Responsibilities**
• **Customer Support**: Provide world-class product support to all arenaflex customers, responding to customer inquiries, resolving issues, and escalating complex cases to our L2 team.
• **Case Escalations**: Escalate cases from our L2 team on product bugs and enhancements for high-touch customers, and coordinate with the L2 team regarding Enhancement Releases or Updates from the arenaflex Product team.
• **Liaison**: Act as a liaison between the arenaflex Product team and the arenaflex Customer Support team, ensuring seamless communication and collaboration.
• **Project-based Assignments**: Participate in project-based assignments as assigned by our Director or Manager, and contribute to the development of new processes and procedures.
• **Director or Manager Escalation**: Respond to Director or Manager escalation calls, providing advanced knowledge and support as needed.
• **Case Communication**: Maintain case communication and proper notation of work completed with customers and/or the Product team.
• **Large Scale Customer Communications**: Develop and execute large-scale customer communications via Salesforce or Community.
• **Quality and Productivity**: Maintain high-quality in all customer interactions and case dictation, and meet productivity standards.
• **Meetings and Reporting**: Attend meetings with our Director or Manager to review current work and progress, and report on key metrics and performance indicators.
• **Career Development**: Take ownership of your career development, working with our leadership team to identify opportunities for growth and advancement.
• **Product Knowledge**: Maintain and increase product knowledge, staying up-to-date on the latest features and functionality.
• **Internal Follow-up**: Participate in internal follow-up case assignments, and contribute to the development of new processes and procedures.
• **Process Creation and Development**: Consult on process creation and development, and provide input on new processes and procedures.
• **Trending Issues**: Identify and report on trending issues for customers, and contribute to the development of solutions and workarounds.
• **Hardware and Software**: Ensure that your hardware and software are functioning properly, and report any issues to our IT team.
• **Timecards**: Complete timecards in a timely manner, and ensure that all hours worked are accurately recorded.
**Who We're Looking For**
• **Engaged Team Player**: We're looking for a team player with a positive and helpful attitude, who is passionate about delivering exceptional customer support.
• **Effective Communicator**: You should be an effective communicator, both verbally and in writing, with strong interpersonal and problem-solving skills.
• **Self-Starter**: We're looking for a self-starter who takes the initiative to learn, practice, and improve, with a continuous learner and empathetic problem-solver mindset.
• **Authentic and Passionate**: You should be authentic and passionate about high-quality service, with a commitment to delivering exceptional customer experiences.
• **Hard Worker**: We're looking for a hard worker who can smoothly ride the ebbs and flows of fluctuating volumes of customer requests, with strong time management and analytical skills.
**What You Bring**
• **Bachelor's Degree or 1+ years' experience**: You should have a Bachelor's Degree or 1+ years' experience in a customer support, training, or implementation role, with a bonus for experience supporting a SaaS product, especially in HR and/or Public Safety software.
• **Effective Decision-Making**: You should have effective decision-making skills, with the ability to analyze complex situations and make informed decisions.
• **Analytical Skills**: We're looking for someone with solid analytical skills, who can collect and analyze data to identify trends and opportunities for improvement.
• **Time Management**: You should have strong time management skills, with the ability to prioritize tasks and meet deadlines.
• **Technical Savvy**: We're looking for someone who is technically savvy, with a strong understanding of software applications and technology.
**What We Offer**
• **Competitive Wages**: We offer competitive wages, with a comprehensive benefits package for full-time employees, including medical, dental, vision, and 401K matching.
• **Generous PTO**: We provide generous PTO to support work-life balance, with 12 weeks of paid parental leave and a flexible schedule.
• **Autonomy**: We offer autonomy to grow and find your career path, with supportive leadership and opportunities for professional development.
• **Inclusive and Diverse Environment**: We're committed to creating an inclusive and diverse work environment, with a culture that values and celebrates individual differences.
• **Company Provided Lunches and Snacks**: We provide company-provided lunches and a kitchen fully stocked with snacks and drinks, to support your well-being and productivity.
**Why Join arenaflex?**
• **Make a Difference**: You'll have the opportunity to make a meaningful impact in the lives of our customers, and contribute to the development of innovative solutions that streamline employee lifecycle management.
• **Grow and Develop**: We're committed to helping you grow and develop your skills, with opportunities for professional development and career advancement.
• **Collaborative Environment**: You'll be part of a collaborative and dynamic team, with a culture that values and celebrates individual differences.
• **Competitive Compensation**: We offer competitive compensation and benefits, with a comprehensive package that includes medical, dental, vision, and 401K matching.
• **Flexible Schedule**: We provide a flexible schedule, with opportunities for remote work and a healthy work-life balance.
**How to Apply**
If you're passionate about delivering exceptional customer support and making a meaningful impact in the lives of our customers, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter, highlighting your experience and qualifications for this role. We can't wait to hear from you!
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