Introduction to arenaflex
arenaflex is revolutionizing the way people play the lottery by offering a secure, convenient, and fun mobile platform. As the first mobile lottery app in the U.S., we provide players with the ability to order official state lottery tickets, such as Powerball, Mega Millions, and more, directly from their smartphones. Our mission is to modernize the $300B global lottery market, making it accessible and enjoyable for everyone. We're committed to creating a more responsible and user-friendly experience, and we're looking for talented individuals to join our team.
About the Role
As a Customer Support Associate at arenaflex, you will play a vital role in delivering exceptional support and ensuring the best possible customer experiences for our end users. You will be the expert resource for our customers, handling incoming inquiries and requests across multiple channels, including phone, email, social media, and in-app messaging. If you have an outgoing personality, excellent communication skills, and experience with support platforms and social media channels, we encourage you to apply for this exciting opportunity.
Key Responsibilities
- Respond to all customer inquiries and support requests across multiple channels, ensuring users' needs are met and issues are resolved in a timely and professional manner.
- Manage ID verifications, ACH requests, chargebacks, and other day-to-day operational functions, maintaining a high level of accuracy and attention to detail.
- Communicate with end users via phone, voicemail, in-app and web messaging, email, and social media, providing positive and personalized customer experiences.
- Collaborate across internal functions and external third parties to resolve complex issues, demonstrating excellent problem-solving and analytical skills.
- Continually build and maintain expert-level product knowledge, staying up-to-date with the latest features, updates, and industry trends.
Essential Qualifications
- Prior B2C high-volume support experience, with a proven track record of delivering exceptional customer experiences in a fast-paced environment.
- Proficiency with CS platforms such as Helpshift or Zendesk, with the ability to quickly learn and adapt to new systems and technologies.
- Excellent communication skills, both verbal and written, with the ability to effectively communicate with customers, colleagues, and external partners.
- Bilingual proficiency in English and Spanish, with the ability to communicate effectively with customers in both languages.
- Experience communicating with customers via social media, app store reviews, and other digital channels, with a strong understanding of social media best practices and customer service principles.
- Familiarity with payment processing systems and dispute resolution (ACH, credit cards, chargebacks, etc.), with the ability to navigate complex payment issues and provide effective solutions.
- Willing and able to work flexible and/or extended hours (evenings/overnight), with a strong commitment to delivering exceptional customer experiences, even in challenging situations.
Preferred Qualifications
- Experience working in a remote or virtual environment, with a strong ability to self-motivate and manage time effectively.
- Knowledge of the lottery industry or online gaming sector, with a strong understanding of the unique challenges and opportunities in this space.
- Experience with customer support metrics and analytics, with the ability to track and analyze key performance indicators (KPIs) and make data-driven decisions.
- Certifications or training in customer support, such as HDI or ICMI, with a strong commitment to ongoing learning and professional development.
Skills and Competencies
To be successful in this role, you will need to possess a unique combination of skills and competencies, including:
- Excellent communication and interpersonal skills, with the ability to effectively communicate with customers, colleagues, and external partners.
- Strong problem-solving and analytical skills, with the ability to navigate complex issues and provide effective solutions.
- Ability to work in a fast-paced environment, with a strong commitment to delivering exceptional customer experiences, even in challenging situations.
- Strong attention to detail and organizational skills, with the ability to manage multiple tasks and priorities effectively.
- Ability to adapt to new systems and technologies, with a strong commitment to ongoing learning and professional development.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to providing our employees with opportunities for growth and development, both personally and professionally. As a Customer Support Associate, you will have access to:
- Ongoing training and development programs, designed to help you build your skills and knowledge in customer support and the lottery industry.
- Opportunities for advancement, with a strong commitment to promoting from within and developing our employees for future leadership roles.
- A collaborative and supportive work environment, with a strong team-oriented culture and a commitment to open communication and feedback.
- Access to the latest technologies and systems, with a strong commitment to innovation and staying ahead of the curve in the lottery industry.
Work Environment and Company Culture
At arenaflex, we pride ourselves on our positive and inclusive company culture, with a strong commitment to diversity, equity, and inclusion. As a remote employee, you will be part of a virtual team that is passionate about delivering exceptional customer experiences and making a difference in the lives of our customers. You will have the opportunity to work with a talented and dedicated team, and to contribute to the growth and success of our company.
Compensation, Perks, and Benefits
The starting rate for this role is $28 per hour, with opportunities for overtime and career advancement. As a part-time non-exempt employee, you will be eligible for overtime under FLSA requirements. We also offer a range of perks and benefits, including:
- Flexible and remote work arrangements, with the ability to work from home or from a remote location.
- Opportunities for professional development and growth, with a strong commitment to ongoing learning and development.
- A collaborative and supportive work environment, with a strong team-oriented culture and a commitment to open communication and feedback.
- Access to the latest technologies and systems, with a strong commitment to innovation and staying ahead of the curve in the lottery industry.
Conclusion
If you are a motivated and customer-focused individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Support Associate at arenaflex, you will have the chance to make a real difference in the lives of our customers, while also growing and developing your skills and career. Don't miss out on this opportunity to join a dynamic and innovative company that is changing the face of the lottery industry. Apply today and take the first step towards an exciting and rewarding career with arenaflex!
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