Experienced Part-Time Customer Service Representative – District of Columbia Support Services

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our clients' expectations. As a professional services and management consulting firm, we're seeking highly skilled and motivated individuals to join our part-time Customer Service Representative team. If you're passionate about providing top-notch support, have a strong work ethic, and thrive in a fast-paced environment, we want to hear from you!

About arenaflex

arenaflex is a dynamic and innovative company that prides itself on its commitment to excellence, diversity, and inclusion. Our team of experts is dedicated to delivering high-quality services that meet the evolving needs of our clients. We're passionate about creating a work environment that fosters growth, collaboration, and innovation.

Job Summary

We're seeking experienced Customer Service Representatives to join our part-time team, supporting our call center projects in the District of Columbia. As a CSR, you'll be responsible for providing exceptional customer service to consumers, navigating multiple applications, and meeting key performance indicators (KPIs). If you're a motivated and detail-oriented individual with a passion for delivering outstanding customer experiences, we encourage you to apply.

Key Responsibilities

* Communicate with consumers via computer telephony integrated systems, chat, and email regarding the District of Columbia's support services (i.e., SNAP, TANF, and Medicaid-related concerns).

• Maintain regular and predictable attendance, working the part-time scheduled shift, arriving on time without exception, excessive delays, or absences.
• Carefully and efficiently follow all call center scripts, standard operating procedures, and guidelines to ensure consistency and accuracy while meeting all call center KPIs.
• Handle large volumes of inbound/outbound calls professionally and promptly.
• Navigate between multiple applications and screens to provide accurate information to consumers.
• Collect and analyze customer information and inquiries while maintaining accurate Customer Service Logs (CSLs) and data for each call.
• Consistently meet monthly performance goals of 90% or greater by adhering to all project policies, procedures, and guidelines.
• Appear professional and well-groomed on camera (webcam) via Zoom as needed during shift or during meetings to ensure project performance requirements are met.
• Manage multiple priorities and function as a team player at all times.
• Assist less experienced peers, as needed.
• Consult with senior peers on more complex issues to resolve concerns and follow escalation procedures to ensure complex support issues are resolved.
• Effectively and responsibly work in a remote (virtual) call center environment.

Essential Qualifications

* One or more years of experience working in a high-call-volume call center environment.

• Professional demeanor and excellent phone etiquette, providing exceptional customer service and support to consumers, colleagues, and staff.
• Excellent written communication and organizational skills.
• Exceptional verbal communication and interpersonal skills.
• Ability to manage multiple priorities and function as a team player at all times.
• Able to take constructive criticisms and open to coaching and additional training as needed.
• Professionally exercises discretion and independent judgment in day-to-day work.

Preferred Qualifications

* DC residents preferred.

• High School diploma or equivalent.
• Fluent in both English and Spanish languages.
• One or more years of call center experience (high-call-volume call center experience preferred).
• Experience using Amazon Workspace, Amazon Connect, Salesforce, Slime, Slack, Zoom.
• Experience in medical front office support environment, claims processing, Medicaid, and/or healthcare.
• Proficiency in Microsoft Office Suite (Teams, Word, Excel).
• Successful candidates must pass the Skills Assessment with a score of 85% or better.
• Must pass a security/background check.

Skills and Competencies

* Meticulous attention to detail and active listening skills.

• Adapt quickly in a high-energy, fast-paced, ever-changing environment.
• Excellent problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Strong communication and interpersonal skills.
• Ability to manage multiple priorities and meet deadlines.
• Proficient in using technology, including computer telephony integrated systems, chat, and email.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to providing our employees with opportunities for growth and development. As a CSR, you'll have access to:

• Comprehensive training programs to enhance your skills and knowledge.
• Opportunities for career advancement and professional development.
• Collaborative and supportive work environment.
• Flexible scheduling and work arrangements.
• Competitive compensation and benefits package.

Work Environment and Company Culture

arenaflex is a dynamic and innovative company that prides itself on its commitment to excellence, diversity, and inclusion. Our team of experts is dedicated to delivering high-quality services that meet the evolving needs of our clients. We're passionate about creating a work environment that fosters growth, collaboration, and innovation.

Compensation, Perks, and Benefits

* Competitive hourly rate of $17.20 per hour.

• Part-time schedule with 20 hours per week.
• Flexible scheduling and work arrangements.
• Comprehensive benefits package, including health, dental, and vision insurance.
• Paid time off and holidays.
• Opportunities for career advancement and professional development.

How to Apply

If you're a motivated and detail-oriented individual with a passion for delivering outstanding customer experiences, we encourage you to apply. Please submit your application, including your resume and cover letter, to [insert contact information]. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a work environment that's inclusive, respectful, and free from discrimination. Apply for this job