Customer Support Advocate, Employees – Join arenaflex's Fast-Growing Team and Make a Lasting Impact

Are you passionate about delivering exceptional customer experiences and making a meaningful difference in people's lives? Do you thrive in a dynamic, entrepreneurial environment where innovation and collaboration drive success? Look no further than arenaflex, a leading provider of HR solutions for small businesses. We're seeking a highly motivated and customer-focused Customer Support Advocate to join our team and help us continue to revolutionize the way businesses operate.

About arenaflex

At arenaflex, we're on a mission to empower small businesses to focus on what matters most – running their business. We believe that by providing innovative HR solutions, we can help entrepreneurs and business leaders achieve their goals and create a better future for themselves, their employees, and their communities. Our team is passionate about delivering exceptional customer experiences, and we're committed to making a positive impact on the lives of our customers and their employees.

Our Culture

arenaflex is a welcoming and casual environment where creativity, innovation, and collaboration thrive. We're a team of passionate individuals who are dedicated to making a difference, and we're looking for like-minded professionals to join us on this journey. Our company values are reflected in our product and in our team, and we're committed to maintaining a workplace where diversity, equity, and inclusion are the norm.

The Role

As a Customer Support Advocate, you'll play a critical role in delivering exceptional customer experiences and helping our small business customers succeed. You'll be responsible for managing inbound inquiries from our customers' employees via phone, email, or chat, providing expert-level support around our continually expanding product and service offerings, and resolving complex issues in a timely and professional manner. You'll be the go-to resource for customers, and your expertise will be essential in helping us drive customer satisfaction and loyalty.

Key Responsibilities

* Manage inbound inquiries from our small business customers' employees via phone, email, or chat

• Provide expert-level support to customers around arenaflex's continually expanding product and service offerings, including software, benefits, payroll, compliance, and HR
• Assist employees with eligibility and enrollment in benefits and perks, including Medical, Dental, and Vision insurance, Life Insurance, Flexible Spending Accounts, Health Savings Accounts, commuter benefits, Long and Short Term Disability insurance, retirement, and COBRA
• Resolve employee inquiries related to their paycheck, time & attendance, tax withholdings, and tax documents
• Maintain product expertise on our software and be the go-to resource for customers
• Manage open cases in our CRM to resolve inquiries in the shortest possible time frame while keeping customers regularly informed of status and anticipated resolution timing
• Work with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner to create a white-glove customer experience
• Ensure proper triage, escalation, and effective resolution of higher-level issues and challenging customer interactions through escalation to Team Leads or subject matter experts
• Contribute recommendations for improving our product and processes while advocating for our customers and communicating bugs to engineering
• Perform other related duties as assigned

Competencies

* Consultative – takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening

• Taking responsibility – being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior
• Adaptability – the ability to adjust your approach or actions in response to changes in your external environment
• Solution-oriented – identifies the source of a question or challenge and provides the right, or a better, way of doing things
• Curious – the innate desire to learn, grow, and understand

Qualifications

* 4 years minimum professional experience in customer service – preferably in B2B SaaS or contact center environments

• Strong customer service instincts and comfort handling challenging situations over the phone with the ability to be empathetic, compassionate, responsive, and resourceful
• A passion for delighting customers and helping people
• Strong written (email and chat) and verbal (telephone) communication skills with acute attention to detail
• Aptitude for learning new products and helping to break down complicated topics and explain them in simple terms people can understand
• Ability to come up with creative solutions to any problem you face, and to know how to organize and prioritize your workload
• Proven self-starter, taking ownership and accountability over your work
• Experience working in SaaS, HR, payroll, PEOs, or health benefits a plus
• Spanish language capability, or other second language at business conversation level, a plus
• Prior experience working remotely required

What We Offer

* Competitive hourly rate: $24.20 to $26.62 per hour

• Opportunity to work with a fast-growing company that's making a meaningful impact in the lives of small business owners and their employees
• Collaborative and dynamic work environment that encourages creativity, innovation, and collaboration
• Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
• Professional development opportunities, including training and education programs, to help you grow and succeed in your career
• Flexible work arrangements, including remote work options, to support your work-life balance
• Recognition and rewards for outstanding performance and contributions to the company

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences and making a meaningful difference in people's lives, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that highlights your relevant experience, skills, and qualifications. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer committed to diversity, equity, and inclusion. We welcome applications from qualified candidates of all backgrounds, cultures, and identities. If you require a reasonable accommodation to apply for this role or to perform the essential functions of the job, please contact us at [[email protected]](mailto:[email protected]). Apply for this job