Experienced Customer Service Representative II (Remote) – Contact Center Operations and Customer Experience

At arenaflex, we are committed to delivering exceptional customer experiences that exceed our clients' expectations. As a Customer Service Representative II, you will play a vital role in providing timely, accurate, and professional responses to customer inquiries via various channels, including telephone, social media, email, and in-person interactions. If you possess a strong analytical mindset, excellent communication skills, and a passion for delivering outstanding customer service, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading organization dedicated to providing innovative solutions and exceptional customer experiences. Our team of experts is passionate about delivering high-quality services that meet the evolving needs of our clients. As a remote employee, you will have the flexibility to work from the comfort of your own home while being part of a dynamic and supportive team.

Key Responsibilities

As a Customer Service Representative II, your primary responsibilities will include:

• Responding to customer inquiries via telephone, social media, email, and in-person interactions, providing timely and accurate information concerning agency programs and procedures in a positive and professional manner.
• Maintaining a minimum of 55 contacts per day (full-time) or 35 contacts per day (part-time), striving for 70+ contacts to exceed expectations.
• Providing information on agency programs and application processes to department customers, following TDLR procedures, and processing payments through credit card transactions.
• Researching information to respond and/or resolve customer service matters.
• Training other Customer Service Representatives.
• Drafting, rewriting, or translating documents to/from English to/from a foreign language.
• Maintaining an 87% attendance and punctuality rate based on an average 50-week work year and adhering to their assigned schedule, including shift start/end times, breaks, and lunches.
• Explaining and maintaining working knowledge of all statutes TDLR regulates, internal division processes and procedures, and agency systems.
• Complying with division and/or agency training requirements.
• Demonstrating a spirit of teamwork, offering positive and constructive ideas, encouragement, and support to other members of the staff and team, while upholding the agency's core values.
• Keeping management appropriately informed of ongoing activity and critical matters affecting the operation and well-being of the division and agency.

Essential Duties

* Respond to inquiries from customers and the public, providing timely and accurate information concerning agency programs and procedures in a positive and professional manner.

• Maintain a minimum of 55 contacts per day (full-time) or 35 contacts per day (part-time), striving for 70+ contacts to exceed expectations.
• Provide information on agency programs and application processes to department customers.
• Research information to respond and/or resolve customer service matters.
• Train other Customer Service Representatives.
• Draft, rewrite, or translate documents to/from English to/from a foreign language.
• Maintain an 87% attendance and punctuality rate based on an average 50-week work year and adhere to their assigned schedule.
• Explain and maintain working knowledge of all statutes TDLR regulates, internal division processes and procedures, and agency systems.
• Comply with division and/or agency training requirements.
• Demonstrate a spirit of teamwork, offering positive and constructive ideas, encouragement, and support to other members of the staff and team.

Minimum Requirements

* One year of responsible customer service experience that involved the use of office practices and procedures.

• Analytical mindset/experience in problem-solving or basic trouble-shooting preferred.
• Excellent written and oral communication required.
• Exceptional grammar and keyboarding skills with a high level of accuracy required.
• Fluency in a second language preferred.
• Graduation from a standard high school or equivalent required.
• Graduation from an accredited two or four-year college or university is generally preferred.

Preferred Qualifications

* Knowledge of agency rules, policies, and procedures.

• Knowledge of agency database programs.
• Knowledge of office practices and administrative procedures.
• Skilled self-starter who is motivated and demonstrates a desire to learn.
• Skill in the use of contact center and customer relationship management software.
• Skill in standard office equipment.
• Ability to communicate effectively, both orally and in writing.
• Ability to communicate agency information in a clear and concise manner.
• Ability to establish and maintain courteous, effective working relationships.
• Ability to adapt to change and manage challenging situations while remaining professional under pressure.
• Ability to empathize, defuse conflict, improve relationships, and communicate with others.

Military Occupation Specialty Code

* Army 15P

• Navy 741X
• Marine 0100
• Air Force 3F1X1

Work Environment and Company Culture

As a remote employee, you will have the flexibility to work from the comfort of your own home while being part of a dynamic and supportive team. arenaflex values diversity, equity, and inclusion, and we strive to create a work environment that is inclusive and respectful of all employees. We offer a range of benefits, including:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift and Work Location

* 8-hour shift

• Remote work location

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. Apply for this job