At arenaflex, we're on a mission to revolutionize the way highly regulated businesses engage, interact, and transact with customers via their mobile devices. As a Senior Customer Support Representative, you'll play a vital role in delivering exceptional customer experiences, ensuring compliance, and driving growth for our innovative enterprise texting solutions. If you're a passionate problem-solver with a knack for customer advocacy, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of compliance-first enterprise texting solutions, trusted by over 1,400 consumer finance organizations, including leading brands in auto finance, banking, and lending. Our cutting-edge technology is built on wireless carrier industry best practices, ensuring convenient, effective, and compliant relationships with millions of consumers. Headquartered in Dallas, TX, with remote teams and offices throughout the United States, we're committed to promoting diversity and inclusion throughout our business.
**Job Summary**
We're seeking an experienced Senior Customer Support Representative to join our team, providing consultative text and payment support to our customers. As a key member of our support team, you'll be responsible for handling high-priority inbound customer requests, managing issues in collaboration with technical partners, and analyzing customer requests to ensure adherence to service level agreements (SLA). If you're a detail-oriented, self-motivated, and adaptable individual with a passion for customer happiness, we encourage you to apply.
**Key Responsibilities**
* Resolve complex inbound customer support and technical questions, requests, and issues
* Deliver expert knowledge and technical consulting by phone, email, chat, and webinar channels
* Develop an expert-level working knowledge of arenaflex's products, structures, workflows, platform features, and industry regulations
* Take ownership and accountability of customer requests, contributing to high levels of customer satisfaction (CSAT)
* Manage customer escalations with persistence and urgency, ensuring timely resolution and follow-through
* Utilize available tools and operational processes in accordance with arenaflex policies, procedures, and SLAs
* Handle customer complaints with care, ensuring they are brought to the attention of leadership
* Manage a queue of tickets, maintaining clear communication, internally and externally
* Maintain accurate and detailed records of customer interactions, action items, and file documentation
* Remain current on arenaflex platform releases, compliance updates, and changes in company policies
* Contribute to the development of the arenaflex Knowledge Base
* Collaborate with management to effectively train and mentor junior staff members, as needed
**Compliance Duties**
As a Senior Customer Support Representative, you'll also be a key supporter of compliant texting, including:
* Identifying non-conforming processes and promoting best practices in compliance with customers
* Staying current on industry regulations, including FDCPA, TCPA, CTIA, and other industry-related requirements
* Adhering to the Company's Code of Conduct/Ethics
* Ensuring the security of information
**Competencies and Experience**
* 3+ years of applicable Senior Customer Support experience working in a technical or Software-as-a-Service (SaaS) support or success capacity
* Experience managing higher complexity, larger customer requests in a fast-paced environment
* Experience with Postman and SoapUI
* Proven analytical and problem-solving skills
* Excellent detail-oriented, organizational, and time management skills
* Ability to listen and collaboratively problem-solve
* Passion for increasing customer happiness and deepening customer relationships
* Proficient in working with Microsoft Office and Zoom phone/webinars
* Customer focus and adaptability to different personality types and situations
* Excellent verbal and written communication skills
* Projects a professional and appropriate Company image in all dealings with clients, vendors, business partners, and visitors
* Experience with texting and/or payment solutions is a plus
* HubSpot, Salesforce, and Jira experience is a plus
* Bachelor's degree is preferred
**General Duties and Responsibilities**
* Adhere to the Company's Code of Conduct/Ethics
* Create and maintain effective working relationships with other Company employees
* Ability to multi-task, prioritize, and manage time effectively
* Contribute to the professional culture within the office and the company overall
* Project a professional and appropriate Company image in all dealings with clients, vendors, business partners, and visitors
* Ensure security of information in all matters pertaining to company, client, and consumer information
**What We Offer**
* Competitive salary and benefits package
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Comprehensive training and onboarding program
* Flexible work arrangements, including remote work options
* Access to cutting-edge technology and tools
* Collaborative and supportive team environment
**How to Apply**
If you're a motivated and customer-focused individual with a passion for delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you!
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