Experienced Bilingual Customer Service Associate (Night Shift) – Enterprise Software Support

Join arenaflex, a cutting-edge Enterprise Software company, in its mission to revolutionize the transportation industry with innovative solutions. We're seeking a highly motivated and customer-focused Bilingual Customer Service Associate to join our dynamic team.

About arenaflex

arenaflex is not your typical software company. With a mission to debunk the traditional methods of transportation software development, we have created a solution that makes the big players in enterprise software curse our name. Our comprehensive platform provides an alternative for everyone who has lived the nightmare of failed implementations, broken promises, and clunky software. Our approach to service is unique, as we focus on making superb software that's easy to use, serving customers with a high sense of urgency, and driving long-term value with constant, continual improvement.

Your Future Job

As a Bilingual Customer Service Associate, you will be part of our night shift team, working from 3:30 PM to 12:30 AM EST. Your primary responsibility will be to provide exceptional customer service to our diverse customer base, resolving product and account issues, and answering general inquiries via phone, chat, and email. You will also be responsible for:

• Solving customer issues and escalations about arenaflex products and services
• Experience in multi-channel servicing, including excellent phone skills and good writing skills for web, email, and text requests
• Ability to prioritize work queue and backlog in addition to incoming customer requests
• Complete help tickets for issues that require technical support or development team assistance
• Provide excellent customer service and take ownership throughout the service cycle from initial request to final close out of the support request
• Model and champion arenaflex's cultural principles as we scale

Requirements

To be successful in this role, you will need:

• 1-3 years of experience in a customer-facing role within a contact center environment
• Demonstrated ability to increase productivity through daily task completion, personal development, and guided trainings
• Experience in a high-paced environment handling escalated customers and able to follow up on customer requests in a timely manner
• Strong problem-solving skills and a proven ability to deliver a positive customer experience
• Exceptional communication skills to effectively communicate with a wide range of customers
• Experience in a fast-paced environment managing multiple cases per day via phone, chat, and email channels
• Experience working with ticketing systems (e.g. Zendesk, Hubspot, ServiceCloud)
• Proficient with macOS and both Apple and Android mobile devices for app usage
• Solutions-oriented with strong problem-solving skills
• Proven track record of building trust and communicating effectively with a wide variety of stakeholders: laymen, executives, product leadership, day-to-day users of our products
• Passion for going above and beyond the call of duty, taking initiative, and thriving in a fast-paced, change-heavy environment
• Diplomacy, tact, and poise under pressure when working through customer issues

Ideal Candidate

We're looking for someone who:

• Has a strong ability to actively listen and ask follow-up questions to drive customer success
• Can verbally guide customers to solutions in both app and web-based applications
• Thrives in an unstructured, fast-paced, and change-heavy environment
• Has experience supporting service requests in billing, RMA, cancellations, and renewals
• Has experience supporting telematics systems, ELDs, and hours of service compliance

To Land the Job You'll Need

* Fluent in Spanish

• Ultra-positive attitude and cool under pressure
• Rock-solid verbal and written communication skills with a strong focus on the details
• A knack for investigative research and strong critical thinking skills
• Ability to work independently, coupled with keen awareness of customer satisfaction cues
• Excellent analytical, problem-solving, and decision-making skills
• Ability to work well in a team environment

Extra Awesome (Not Required)

* A degree in Supply Chain/Logistics, Business, or any other relevant field is a plus

Some Of The Perks

* Competitive wages

• Hybrid Work Location
• Peer-driven training and ongoing support
• Casual dress code and flexible working hours to fit with your life
• Ability to work from home
• Opportunity to work with a cutting-edge Enterprise Software company
• Collaborative and dynamic work environment
• Professional growth and development opportunities

Work Environment and Company Culture

arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive. We believe in fostering a culture that encourages collaboration, creativity, and innovation. Our team members are passionate about delivering exceptional customer service and are dedicated to making a positive impact in the transportation industry.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a salary range of $40,000 - $60,000 per year, depending on experience. We also offer a range of benefits, including health insurance, 401(k) matching, and paid time off.

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. Apply Now! Apply for this job