Experienced Customer Support Advocate I – Delivering Exceptional Customer Experiences at arenaflex

At arenaflex, we believe that education has the power to change lives forever. Our mission is to help people achieve education and workplace success, and we're committed to fostering an inclusive, equitable environment where every team member has the opportunity to grow. As a Customer Support Advocate I, you'll play a critical role in providing quality front-line customer service to our diverse customer base, including education and business customers.

About arenaflex

arenaflex is a leading organization dedicated to advancing education and workplace success. Founded in 1959, we've been disrupting the assessment industry with innovative approaches to helping students better understand their readiness. Today, we're more committed than ever to our mission, pushing the boundaries of learning innovation through the work of our team members. We believe in the power of transformation and invest in experiences that strengthen connections, explore ideas, learn from customers, and celebrate success.

Job Summary

We're seeking a highly motivated and customer-focused individual to join our remote team as a Customer Support Advocate I. As a key member of our customer service team, you'll be responsible for providing exceptional support to our customers through inbound and outbound interactions. You'll work closely with our team to resolve customer concerns, escalate issues when necessary, and maintain accurate records of customer interactions using our Customer Relationship Management (CRM) tool.

Responsibilities

* Provide high-quality front-line customer service through inbound and outbound interactions, with a focus on one call resolution

• Handle high-volume inbound phone and email contacts, using problem resolution skills to clarify customer issues, determine causes, and select the best solutions
• Escalate customer concerns when necessary and execute seamless transitions to next-level support for resolution
• Use our CRM tool to enter and maintain accurate records of customer interactions, transactions, comments, and complaints
• Develop and maintain positive working relationships with customers and team members, proactively managing customer relationships and providing exceptional support
• Meet standard performance metrics, with a willingness to receive improvement coaching and implement recommended actions to demonstrate improvement
• Multi-task and prioritize under pressure, adapting to changing situations and navigating positively in a fast-paced environment
• Effectively resolve issues in a timely manner using sound judgment, logical problem-solving, and influencing skills
• Maintain strong organizational skills, prioritizing tasks effectively and managing multiple responsibilities

Requirements

* At least 1 year of customer service experience in a call center environment

• Basic experience using office productivity software tools (such as Microsoft Office) or other computer technologies
• Familiarity with multiple web browsers (Microsoft Edge, Chrome, Firefox, Safari) and internet messenger tools
• Excellent keyboarding skills with speed and accuracy
• Ability to develop and maintain positive working relationships with customers and team members
• Must be able to meet standard performance metrics with a willingness to receive improvement coaching and implement recommended actions
• Ability to multi-task and prioritize under pressure
• Self-motivated with a willingness and ability to learn
• Ability to listen, seek understanding, and respond through clear, effective oral and written communication
• Ability to handle phone calls with high frequency during high-volume periods, consistently throughout the day while maintaining a customer-focused approach
• Ability to be flexible and adapt to change, managing positively in an environment experiencing change at a fast pace
• Regular and reliable attendance

Preferred Qualifications

* Advanced fluency with Windows Operating Systems and Microsoft Office (Word, Excel, PowerPoint, Outlook)

• Experience working in the education industry highly desirable
• Experience with or knowledge of Customer Relationship Management platforms and tools

Work Environment and Culture

* Remote setting, sedentary work

• arenaflex is committed to fostering an inclusive, equitable environment where every team member has the opportunity to grow
• We invest in experiences that strengthen connections, explore ideas, learn from customers, and celebrate success
• arenaflex values diversity in people and ideas and participates in E-verify

Compensation and Benefits

* Starting pay is $16/hour with step increases in pay available based on performance

• Comprehensive benefits package, including company-paid life insurance, medical, dental, vision, flexible spending accounts, 401(k) with company contributions, paid holidays, paid time off, and more
• Opportunities for career growth and professional development

How to Apply

If you're passionate about delivering exceptional customer experiences and are committed to our mission, we encourage you to apply for this exciting opportunity. Please visit our website at [arenaflex website URL] to learn more about working at arenaflex and to submit your application.

Equal Opportunity Employer

arenaflex is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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