At arenaflex, we're on a mission to solve a human challenge we all face: finding great care for the ones we love. As a consumer tech company with heart, we're dedicated to delivering exceptional customer service and support to our members. We're looking for a talented and compassionate After Hours Customer Support Specialist to join our team and help us make a meaningful difference in the lives of our customers.
**About arenaflex**
arenaflex is a leading provider of online services for finding family care and care jobs, spanning in-home and in-center care solutions. With a presence in 21 countries, we've been helping families find the care they need since 2007. Our culture and products reflect our commitment to supporting working families, caregivers, and individuals who need a helping hand. We're proud to be an IAC company (NASDAQ: IAC) and a trusted partner in the care industry.
**Work Environment and Location**
As a remote worker, you'll have the flexibility to work from the comfort of your own home in Dallas, Texas. Our remote work environment allows you to maintain a healthy work-life balance while still delivering exceptional customer service to our members.
**Position Overview**
The After Hours Customer Support Specialist plays a critical role in delivering exceptional customer service by handling member calls and emails professionally and efficiently. You'll guide members through Work-Life and Employee Assistance Plan benefits, assess needs, and provide problem-solving support. Responsibilities include researching resources for urgent situations, scheduling backup care, connecting members to Employee Assistance Programs, and assisting with financial hardship resources. The role also involves first-level help desk support, such as password resets, registration assistance, and website navigation.
**Key Responsibilities**
* Deliver professional, empathetic customer service through inbound calls
* Assess member needs through active listening and problem-solving, offering education and guidance
* Assist members via email, web, and chat
* Verify eligibility, document requests in CRM, and explain benefits
* Meet performance metrics (service levels, call abandonment, response times)
* Educate members on topics like prenatal care, parenting, financial hardship, relocation, and wellness
* Provide resources for urgent and crisis situations
* Perform additional duties as assigned
**Who We're Looking For**
* 2-4+ years of client service experience, preferably in a human services field (e.g., social work, public health)
* High emotional intelligence and strong communication skills
* Excellent analytical, organizational, and time management abilities
* Adaptability in a fast-changing environment
* Collaborative, goal-oriented, and committed to exceptional service
* Open to feedback, proactive, and exercises sound judgment
* Bachelor's degree preferred; equivalent experience considered
* Willing to work every Saturday and Sunday, at least one overnight shift throughout the week, and occasional Holiday shifts
**Work Schedule**
Our After Hours Customer Support Specialist will work the following schedule:
* Friday: 8:00 PM - 11:00 PM (Eastern Time Zone)
* Saturday: 9:00 AM - 9:00 PM (Eastern Time Zone)
* Sunday: 10:00 AM - 10:00 PM (Eastern Time Zone)
* Wednesday: 12:30 AM - 8:00 AM (Eastern Time Zone)
* Wednesday: 8:00 PM - 12:00 AM (Eastern Time Zone)
* Thursday: 8:00 PM - 12:00 AM (Eastern Time Zone)
**Compensation and Benefits**
* Hourly rate: $24/Hr - Non-Negotiable
* Total compensation package includes annual bonuses and short- and long-term incentives
* Variety of benefits, including:
+ Health insurance coverage
+ Life and disability insurance
+ Generous 401K employer matching program
+ Paid holidays
+ Paid time off (PTO)
**Why Join arenaflex?**
* Opportunity to make a meaningful difference in the lives of our customers
* Collaborative and supportive work environment
* Flexible remote work arrangement
* Competitive compensation and benefits package
* Professional growth and development opportunities
**How to Apply**
If you're a motivated and compassionate individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
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