Experienced After Hours Customer Support Specialist – Remote Work Opportunity at arenaflex

At arenaflex, we're on a mission to solve a human challenge we all face: finding great care for the ones we love. As a consumer tech company with heart, we're dedicated to providing innovative solutions that meet the evolving needs of today's families and caregivers. Our culture and products reflect our commitment to making a positive impact on people's lives.

About arenaflex

arenaflex is a leading provider of online services for finding family care and care jobs, spanning in-home and in-center care solutions. With a presence in 21 countries, we've been a trusted partner for families since 2007. Our mission is to empower families to find the care they need, while also supporting caregivers in their work. We're proud to offer customized corporate benefits packages to support working families, household tax and payroll services, and innovations for caregivers to find and book jobs.

Job Overview

We're seeking an experienced After Hours Customer Support Specialist to join our remote team. As a key member of our customer support team, you'll play a critical role in delivering exceptional customer service to our members. You'll handle member calls and emails professionally and efficiently, guiding them through our Work-Life and Employee Assistance Plan benefits, assessing their needs, and providing problem-solving support. Your expertise will help us meet our performance metrics and exceed our members' expectations.

Responsibilities

* Deliver professional, empathetic customer service through inbound calls, emails, web, and chat interactions

• Assess member needs through active listening and problem-solving, offering education and guidance on topics like prenatal care, parenting, financial hardship, relocation, and wellness
• Verify eligibility, document requests in CRM, and explain benefits to members
• Meet performance metrics (service levels, call abandonment, response times)
• Provide resources for urgent and crisis situations
• Perform additional duties as assigned by management

Requirements

* 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
• Excellent analytical, organizational, and time management abilities
• Adaptability in a fast-changing environment
• Collaborative, goal-oriented, and committed to exceptional service
• Open to feedback, proactive, and exercises sound judgment
• Bachelor's degree preferred; equivalent experience considered
• Willing to work every Saturday and Sunday, at least one overnight shift throughout the week, and occasional Holiday shifts

Work Schedule

Our After Hours Customer Support Specialist will work a unique schedule, with the following hours listed in Eastern Time Zone:

• Friday: 8:00PM-11:00PM
• Saturday: 9:00AM-9:00PM
• Sunday: 10:00AM-10:00PM
• Wednesday: 12:30AM-8:00AM and 8:00PM-12:00AM
• Thursday: 8:00PM-12:00AM

Compensation and Benefits

* Hourly rate: $24/Hr - Non Negotiable

• Total compensation package includes annual bonuses and short- and long-term incentives
• 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)

Why Join arenaflex?

* Be part of a mission-driven organization that's making a positive impact on people's lives

• Work with a talented team of professionals who share your passion for delivering exceptional customer service
• Enjoy a unique and flexible work schedule that allows you to balance your work and personal life
• Develop your skills and expertise in a fast-paced and dynamic environment
• Take advantage of our comprehensive benefits package and opportunities for career growth and development

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 application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job