At arenaflex, we're on a mission to revolutionize the way people interact with our organization, providing unparalleled support and care to our customers. As a Customer Support Associate, you'll be at the forefront of this effort, serving as the primary point of contact for individuals seeking emotional well-being and prosperity. If you're passionate about delivering exceptional customer experiences, working in a dynamic environment, and growing your career, we want to hear from you.
**About arenaflex**
arenaflex is a leading organization in the private sector, dedicated to providing innovative solutions for mental health and wellness. Our team is comprised of passionate individuals who share a common goal: to make a positive impact on people's lives. With a strong focus on employee well-being, we offer a comprehensive benefits package, including mental health support, manager benefits, and social advantages. Our commitment to excellence is reflected in our cutting-edge products and services, which cater to the unique needs of our customers.
**Job Summary**
We're seeking a highly skilled and empathetic Customer Support Associate to join our Consideration Accomplice group. As a key member of our team, you'll be responsible for providing top-notch support to our customers, addressing their concerns, and ensuring they receive the right help for their mental health needs. This is a full-time, work-from-home opportunity, offering a dynamic and flexible work environment.
**Key Responsibilities**
* Handle inbound calls from customers in a high-volume, fast-paced call center environment
* Execute daily practice and non-routine business support tasks, including administrative assistance, follow-up calls, and other duties assigned for the Consideration Accomplice Program
* Follow regional conventions, guidelines, and strategies to provide effective and efficient support
* Maintain accurate and complete internal documentation of required data in each significant system
* Consistently meet performance metrics, including quality, call handling time, and customer satisfaction expectations
* Perform multiple tasks simultaneously, often while speaking with customers
* Write/recording
* Utilize intranet and other tools to assist with call handling, frequently at the same time
* Engage in conversations/IM during breaks between calls for support
* Read messages to stay up-to-date on significant support data, process changes, and office information
**Participation and Confidentiality**
* Safeguard customer data and adhere to company policies
* Determine the purpose of the call by actively listening and collaborating with customers, addressing their concerns in a timely and professional manner
* Provide a first-class, personalized experience based on customer preferences and individualized needs
* Evaluate social determinants/needs; investigate and articulate relevant information about available services and resources
* Utilize screening tools to identify potential emergency situations, and escalate calls accordingly, involving emergency services and at-risk individuals
* Address inquiries and resolve issues as a single point of contact, based on calls, digital, and written correspondence
* Collaborate with internal partners to resolve complex issues with and without management intervention
**Required Capabilities**
* 4 years of customer service and call center experience
* 4 years of involvement in a social, mental, or human services field, providing customer support
* Essential computer skills (Microsoft Office Suite, Word, Excel, Teams, etc.)
**Work Environment Requirements**
* A dedicated workspace, free from interruptions, in a room with a door that closes, to maintain customer confidentiality
* May not provide childcare or other forms of support during work hours
* Sitting in front of a computer with dual screens and a headset
* Should be designed and have stable internet
* Internet speed: Home internet download speed should be at least 400mbps, and transfer speed between 10-20mbps
* Broadband or Fiber connection. Utilizing DSL (satellite), Cell internet (T-Mobile, Verizon, AT&T Fixed Wireless, US Cellular, etc.) is not acceptable, as it relies on cell towers or a satellite and not a direct link to provide internet
* Ensure the internet service provider sets up a 4-port modem. Representatives use the fourth port for work internet
**Preferred Qualifications**
* 4 years of social health experience
* Four-year certification or equivalent experience
* Call center experience
**What We Offer**
* Competitive salary range: $35-$40/hour
* Comprehensive benefits package, including mental health support, manager benefits, and social advantages
* Opportunities for career growth and professional development
* Dynamic and flexible work environment
* Collaborative team culture
* Recognition and rewards for outstanding performance
**How to Apply**
If you're passionate about delivering exceptional customer experiences and growing your career, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application:
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We look forward to hearing from you and exploring how you can contribute to our mission to revolutionize customer support at arenaflex.
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