At arenaflex, we're revolutionizing the $300B global lottery market by modernizing it with a mobile platform that's convenient, fun, and responsible. Our mobile lottery app, Jackpocket, allows users to order official state lottery tickets, such as Powerball and Mega Millions, via their smartphones. We're committed to delivering exceptional customer experiences and providing a secure way for players to enjoy their favorite lottery games.
As a Customer Support Associate at arenaflex, you'll play a vital role in ensuring our end-users receive outstanding support and have a positive experience with our mobile lottery app. If you're passionate about delivering exceptional customer service, have excellent communication skills, and experience with support platforms and social media channels, we want to hear from you!
**About arenaflex**
arenaflex is a leading innovator in the mobile lottery industry, dedicated to creating a more convenient, fun, and responsible way to play the lottery. Our mission is to provide a secure and user-friendly platform for players to enjoy their favorite lottery games. We're committed to delivering exceptional customer experiences and building a community that's passionate about responsible gaming.
**Responsibilities**
As a Customer Support Associate at arenaflex, you'll be responsible for:
* Responding to all customer inquiries and support requests across multiple channels, including phone, voicemail, in-app and web messaging, email, and social media, to ensure users' needs are met and issues are resolved.
* Managing ID verifications, ACH requests, chargebacks, and other day-to-day operational functions to ensure seamless customer experiences.
* Communicating with end-users via phone, voicemail, in-app and web messaging, email, and social media to ensure positive customer experiences and resolve issues efficiently.
* Collaborating with internal functions and external third parties to resolve complex issues and provide exceptional customer support.
* Continually building and maintaining expert-level product knowledge to provide accurate and timely support to our customers.
**Qualifications**
To be successful as a Customer Support Associate at arenaflex, you'll need:
* Prior B2C high-volume support experience, with a proven track record of delivering exceptional customer service.
* Proficiency with customer support platforms such as Helpshift or Zendesk, with experience in managing multiple channels and resolving complex issues.
* Excellent communication skills, both verbal and written, with the ability to communicate effectively with customers via phone, email, and social media.
* Bilingual proficiency in English and Spanish, with the ability to communicate with customers in their preferred language.
* Experience communicating with customers via social media, app store reviews, and other online channels.
* Familiarity with payment processing systems and dispute resolution, including ACH, credit cards, chargebacks, and other payment-related issues.
* Willingness and ability to work flexible and/or extended hours, including evenings and overnight shifts, to meet the needs of our customers.
**Skills and Competencies**
To succeed as a Customer Support Associate at arenaflex, you'll need:
* Excellent problem-solving skills, with the ability to analyze complex issues and provide timely and effective solutions.
* Strong communication and interpersonal skills, with the ability to build rapport with customers and internal stakeholders.
* Ability to work in a fast-paced environment, with multiple priorities and deadlines.
* Strong technical skills, with experience in using customer support platforms and other technical tools.
* Ability to learn and adapt quickly, with a willingness to take on new challenges and responsibilities.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to providing opportunities for growth and development, including:
* Ongoing training and development programs to enhance your skills and knowledge.
* Opportunities for career advancement, with a clear path for progression within the company.
* Collaborative and dynamic work environment, with a team of experienced professionals who are passionate about delivering exceptional customer experiences.
* Flexible work arrangements, including remote work options, to support your work-life balance.
**Work Environment and Company Culture**
At arenaflex, we're committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. Our company culture is built on the following values:
* Customer-centricity: We're passionate about delivering exceptional customer experiences and building a community that's passionate about responsible gaming.
* Innovation: We're committed to innovation and continuous improvement, with a focus on creating a more convenient, fun, and responsible way to play the lottery.
* Collaboration: We believe in the power of collaboration and teamwork, with a focus on building strong relationships with our customers, partners, and internal stakeholders.
* Integrity: We're committed to operating with integrity and transparency, with a focus on building trust and credibility with our customers and stakeholders.
**Compensation, Perks, and Benefits**
As a Customer Support Associate at arenaflex, you'll receive:
* Competitive hourly rate of $28 per hour.
* Overtime pay under FLSA requirements.
* Flexible work arrangements, including remote work options.
* Opportunities for career advancement and professional growth.
* Collaborative and dynamic work environment.
* Ongoing training and development programs.
* Access to a comprehensive benefits package, including health insurance, retirement savings, and paid time off.
**How to Apply**
If you're passionate about delivering exceptional customer service and have the skills and experience to succeed as a Customer Support Associate at arenaflex, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and learn more about your qualifications and experience!
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