At arenaflex, we're on a mission to revolutionize the way families find and connect with care professionals. As a leading consumer tech company with heart, we're committed to providing innovative solutions that make a real difference in people's lives. Our culture is built on empathy, compassion, and a deep understanding of the challenges families face every day. We're proud to be a part of this journey, and we're looking for talented individuals like you to join our team.
**About arenaflex**
arenaflex is a consumer tech company with a passion for solving human challenges. We're a team of moms, dads, and pet parents who understand that everyone, at some point in their lives, could use a helping hand. Our products and services reflect this understanding, and we're dedicated to making a positive impact on families around the world.
**Work Environment: Remote**
As a remote employee, you'll have the flexibility to work from the comfort of your own home. Our Dallas, Texas office is fully equipped with the latest technology and amenities, but we also offer the option to work remotely. This means you can enjoy a better work-life balance, reduced commuting time, and increased productivity.
**Position Overview**
The After Hours Customer Support Specialist plays a critical role in delivering exceptional customer service to arenaflex members. As a key member of our support team, you'll be responsible for handling member calls and emails, providing guidance and support, and ensuring that our members receive the best possible experience. Your role will involve:
* Delivering professional, empathetic customer service through inbound calls
* Assessing member needs through active listening and problem-solving, offering education and guidance
* Assisting members via email, web, and chat
* Verifying eligibility, documenting requests in CRM, and explaining benefits
* Meeting performance metrics (service levels, call abandonment, response times)
* Educating members on topics like prenatal care, parenting, financial hardship, relocation, and wellness
* Providing resources for urgent and crisis situations
* Performing additional duties as assigned
**What You'll Do**
* Deliver exceptional customer service through inbound calls, ensuring that members feel heard and supported
* Assess member needs through active listening and problem-solving, offering education and guidance to help them navigate our services
* Assist members via email, web, and chat, providing timely and accurate responses to their inquiries
* Verify eligibility, document requests in CRM, and explain benefits to members
* Meet performance metrics (service levels, call abandonment, response times) to ensure that our members receive the best possible experience
* Educate members on topics like prenatal care, parenting, financial hardship, relocation, and wellness, helping them to make informed decisions about their care
* Provide resources for urgent and crisis situations, ensuring that members receive the support they need in times of need
* Perform additional duties as assigned, contributing to the success of our support team
**Who You Are**
* 2-4+ years of client service experience, preferably in a human services field (e.g., social work, public health)
* High emotional intelligence and strong communication skills, enabling you to build rapport with members and provide empathetic support
* Excellent analytical, organizational, and time management abilities, allowing you to prioritize tasks and meet performance metrics
* Adaptability in a fast-changing environment, with a willingness to learn and adapt to new processes and technologies
* Collaborative, goal-oriented, and committed to exceptional service, with a passion for delivering outstanding results
* Open to feedback, proactive, and exercises sound judgment, with a commitment to continuous improvement
* Bachelor's degree preferred; equivalent experience considered
**Work Schedule (Hours Are Listed In Eastern Time Zone)**
* Friday: 8:00 PM - 11:00 PM
* Saturday: 9:00 AM - 9:00 PM
* Sunday: 10:00 AM - 10:00 PM
* Wednesday: 12:30 AM - 8:00 AM and 8:00 PM - 12:00 AM
* Thursday: 8:00 PM - 12:00 AM
**Company Overview**
arenaflex is one of the largest providers of online services for finding family care and care jobs, spanning in-home and in-center care solutions. Since 2007, families have relied on arenaflex for an array of care for children, seniors, pets, and the home. Designed to meet the evolving needs of today's families and caregivers, the Company also offers customized corporate benefits packages to support working families, household tax and payroll services, and innovations for caregivers to find and book jobs. arenaflex is an IAC company (NASDAQ: IAC).
**Hourly Rate: $24/Hr - Non Negotiable**
The rate listed is just one component of arenaflex's total compensation package for employees. Other rewards may include annual bonuses and short- and long-term incentives. In addition, arenaflex provides a variety of benefits to employees, including health insurance coverage, life, and disability insurance, a generous 401K employer matching program, paid holidays, and paid time off (PTO).
If you're passionate about delivering exceptional customer service and making a real difference in people's lives, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and be part of a company that's revolutionizing the way families find and connect with care professionals.
Ready to take the next step in your career? Apply now to become a part of our arenaflex team.