Senior Customer Support Representative – Conversational Messaging and Payment Solutions Expert

Join arenaflex, a leading provider of enterprise texting solutions, in revolutionizing the way highly regulated businesses engage with customers. As a Senior Customer Support Representative, you will be at the forefront of delivering exceptional customer experiences, ensuring compliance, and driving growth.

About arenaflex

arenaflex is a pioneering company that has been transforming the way consumer finance organizations interact with their customers through conversational messaging and convenient payment solutions. Built on wireless carrier industry best practices, arenaflex is the only compliance-first provider of enterprise texting solutions in the market. With a strong presence in the US, arenaflex has established itself as a trusted partner for over 1,400 consumer finance organizations, including leading brands in auto finance, banking, and lending.

Job Summary

arenaflex is seeking an experienced Senior Customer Support Representative to join our remote team. As a key member of our support team, you will be responsible for providing consultative text and payment support to our customers, ensuring their needs are met, and their issues are resolved promptly. If you are a customer advocate with a passion for delivering exceptional experiences, we want to hear from you.

Key Responsibilities

* Resolve complex inbound customer support and technical questions, requests, and issues in a fast-paced environment

• Deliver expert knowledge and technical consulting through various channels, including phone, email, chat, and webinar
• Develop an in-depth working knowledge of arenaflex's products, structures, workflows, and platform features
• 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
• Ensure customers receive the appropriate level of detail and follow-through on their requests
• Utilize available tools and operational processes in accordance with arenaflex policies, procedures, and service level agreements (SLA)
• Handle customer complaints with care, escalating them to leadership as necessary
• Manage a queue of tickets, maintaining clear communication with customers and internal stakeholders
• Maintain accurate and detailed records of customer interactions, action items, and file documentation
• Stay 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 will also play a critical role in ensuring compliance with industry regulations, 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 arenaflex's Code of Conduct/Ethics
• Ensuring the security of customer information

Competencies and Experience

To succeed in this role, you will need:

• 3+ years of applicable Senior Customer Support experience 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
• Experience with texting and/or payment solutions is a plus
• HubSpot, Salesforce, and Jira experience is a plus
• Bachelor's degree is preferred

What We Offer

As a Senior Customer Support Representative at arenaflex, you can expect:

• A competitive salary and benefits package
• Opportunities for career growth and professional development
• A collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• A comprehensive training program to ensure your success
• A commitment to diversity, equity, and inclusion

How to Apply

If you are a customer-focused professional with a passion for delivering exceptional experiences, we want to hear from you. Click the link below to apply for this exciting opportunity: Apply To This Job

Simple Application Process

Ready to join our team? The first step is easy. Click apply now, and we'll be in touch soon! Apply for this job