Experienced Customer Service Representative – Evening and Weekend Support for Online Students

At arenaflex, we're dedicated to providing exceptional support to our diverse community of adult learners from across the U.S. and other countries. As a Customer Service Representative, you'll play a vital role in ensuring our students receive top-notch service, guidance, and support throughout their online learning journey. If you're passionate about education, customer service, and making a positive impact, we'd love to hear from you!

About arenaflex

arenaflex is a leading online education institution that offers over 100 online degree and certificate programs to students pursuing their academic goals. With a strong commitment to education and a culture of collaboration, creativity, and innovation, we thrive when our team members can work flexibly. Depending on your location, this role may be hybrid or remote, allowing you to balance your work and personal life.

Job Description

As a Customer Service Representative, you'll work closely with our team to provide exceptional support to online students via phone, email, and live chat. You'll be responsible for troubleshooting technical issues, coordinating solutions, and escalating service issues to Tier 2 teams and supervisors as needed. You'll also play a significant role in creating customer service best practices, improving service levels, and executing tactical approaches to enhance service delivery.

Responsibilities

* Provide outstanding "concierge-level" customer service to students via phone, email, and live chat, ensuring a smooth and seamless experience.

• Troubleshoot student technical issues and coordinate solutions across service and business units, identifying and escalating service issues to Tier 2 teams and supervisors as needed.
• Collaborate with the team to create customer service best practices and improve service levels, contributing to project management duties to enhance service delivery each term.
• Help execute tactical approaches to improve service levels across the organization, ensuring smooth daily service operations of the team.
• Adhere to organizational policies and procedures regarding security and confidentiality, ensuring the protection of student financial and FERPA-protected information.
• Perform other duties as assigned, complying with all policies and standards.

Qualifications

* Bachelor's degree preferred

• 1+ years of experience working in a service-oriented environment, technical support, or a related field
• Experience in collecting and handling financially sensitive information in the strictest confidence
• Familiarity with online learning technology is a plus
• Strong commitment to education, with excellent verbal and written communication skills
• Ability to multi-task and work across multiple systems and screens
• Strong knowledge of Microsoft Office Suite and computer and technical support skills
• Ability to successfully resolve student issues from request through resolution
• Ability to de-escalate upset students and effectively work with multiple databases and student platforms
• Skilled at connecting and building rapport with students from diverse backgrounds
• Creative, innovative, and able to work independently and in a team environment
• Ability to adapt to new and rapidly changing situations
• Ability to work flexible hours to support variable volume

Additional Information

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $16.65 and $27.36. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements.

Benefits

arenaflex offers a robust suite of benefits, including:

• Health, dental, vision, life, and disability insurance
• 401k Retirement Program + 6% employer match
• 15 Days of Paid Vacation Days each Calendar Year
• 12 Paid Holidays + 2 floating holidays

For more information related to our benefits, please visit: https://careers.arenaflex.com/benefits.

Equal Opportunity

arenaflex is an equal opportunity employer, committed to diversity, equity, and inclusion. We welcome applications from qualified candidates of all backgrounds, including minority, female, disability, veteran, gender identity, and sexual orientation.

How to Apply

If you're passionate about education and customer service, and you're looking for a challenging and rewarding role, we'd love to hear from you! Please submit your application through our website: [insert link]. We can't wait to learn more about your qualifications and experience! Apply for this job