At arenaflex, we're revolutionizing the way organizations optimize spend and increase productivity across their workforce. As the industry leader in vehicle reimbursement and risk mitigation solutions, we're dedicated to making WorkLife better for everyone, anywhere. Our team is the heart of our culture, and we live by our WorkLife Pillars every day - WorkHappy, WorkHealthy, WorkSmart, WorkAnywhere, and WorkTogether.
We're seeking a proactive and empathetic Customer Support Agent to join our Everlance B2C product line. As the first point of contact for customers, you'll be responsible for resolving issues, answering questions, and ensuring a seamless experience with our products and services. Maintaining an industry reputation for outstanding customer service, you'll be interacting with users via phone, email, and chat support channels.
**About arenaflex**
arenaflex is a dynamic and innovative company that combines 80 years of expertise with cutting-edge technology to deliver data-driven insights and strategic decision-making solutions to top Fortune 500 companies globally. Our solutions are purpose-built to enable organizations to optimize spend and increase productivity across their workforce.
**Position Description**
As a Customer Support Agent at arenaflex, you'll be an integral part of our team, working closely with customers to resolve issues, answer questions, and provide guidance and support across a variety of everyday challenges. You'll work a regular schedule, 9am - 5pm ET (occasional after-hours and weekend hours as needed during peak times), and be a reliable resource and a strong communicator both to customers and to fellow support agents and leadership internally.
**Key Responsibilities**
* Resolve and respond to end-user and customer requests and issues of varying complexity via phone, email, and webchat efficiently and effectively within established service levels.
* Delight end-users and client administrators with a positive, customer-centric approach to question and issue resolution.
* Lead customers' expectations and experience in a way that results in high customer satisfaction.
* Manage, monitor, and record all customer cases, case updates, and ongoing tasks in the proper channels.
* Review and process customer forms and documentation.
* Serve as Subject Matter Expert (SME) on designated Everlance products and support tasks and processes.
* Liaise with the team management for escalations and to ensure proactive and timely resolution of end-user issues.
* Ability to work after hours and on weekends as needed.
**Desired Skills & Experience**
* 1 year or more of customer service or support experience (tech or SaaS experience preferred).
* Strong English communication skills, both written and verbal. (Spanish and / or French proficiency a plus).
* Tech-savvy with the ability to learn new systems quickly.
* Comfortable working in a fast-paced environment and handling multiple tasks.
* Proven ability to assist customers across multiple channels, including phone, email, and live chat.
* Reliability, consistency, and a commitment to the work - adhering to regular business hours and working to close out daily goals benefiting our customers; the ability to communicate and escalate challenges and blockers as needed and work to resolve issues quickly.
* Knowledge of the taxation lifecycle, including reimbursements, deductions, compliance, and payment processing, is a plus.
* Experience with support platforms such as Zendesk or Salesforce preferred.
**Benefits & Perks**
* Competitive hourly rate of $20 per hour.
* Comprehensive benefits package, including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short-and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.
* $1000 Home Office Reimbursement Program.
* $2000 Internal Referral Program.
* WorkAnywhere Reimbursement of Internet and Cellular Costs.
* 16 weeks maternity and adoption leave.
* 8 weeks paternity leave.
**Work Environment & Culture**
arenaflex champions the power of true individuality, actively celebrating and accepting each team member. We strategically recruit and retain talent reflecting our local communities' rich diversity, fostering a culture where innovation thrives. Through dynamic learning sessions, strategic training, and our lively Employee Resource Groups, we kindle substantial dialogues, continuous learning, and ensure every voice is not only heard but celebrated.
**Equal Employment Opportunity**
arenaflex provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.
**How to Apply**
If you're a customer-focused individual with a passion for delivering exceptional user experiences, we want to hear from you! Apply now to join our team and be a part of making WorkLife better for everyone, anywhere.