At arenaflex, we're dedicated to providing dynamic, data-informed experiences to the global education community, empowering learners and educators to achieve their goals. As a leading EdTech ecosystem, we support over 150 million users in 80 countries, and our mission is to build a better educational experience for everyone.
We believe in the power of a truly diverse and inclusive workforce, and as we expand globally, we're committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company. Our Student Success division brings virtualized support and technology-enabled solutions to the world's most progressive institutions, providing IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning.
**The Opportunity:**
We're seeking an experienced Live Chat Customer Service Advisor to join our team, providing exceptional support to our customers through multiple technologies, including chat and web-based inquiries. As a key member of our team, you'll be responsible for resolving end-user inquiries, providing complete and accurate information, and handling situations with customers in a timely and effective manner.
**Primary Position Responsibilities:**
* Resolving end-user inquiries by utilizing multiple technologies, including chat and web-based inquiries
* Providing complete and accurate information to customers on every live chat interaction by researching account activity and notes promptly and efficiently
* Handling and resolving situations with customers in a timely and effective manner
* Assisting management with special projects relating to customer service
* Responding to all inbound chats and assisting management for the entire shift, with exception of assigned break times
* Handling multiple job tasks at one time and escalating issues in a timely manner
**The Candidate:**
We're looking for a dedicated and customer-focused individual who is willing to accept a temporary assignment and has a minimum of 3 months live chat experience. You'll need to possess:
* A minimum of 3 months live chat experience
* Ability to pass a typing speed test and type 50 WPM
* At least 1 year of professional customer service experience, preferably in a large Call Center environment as a chat agent
* Ability to sit and work at a desk and on the computer for extended periods of time
* Ability to maintain a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled shift
* Ability to take inbound (voice) phone calls in a conversation-heavy environment
* Full professional proficiency in written and spoken English (equivalent to CEF B2 level or above)
* High School diploma or GED
* Must be at least 18 years old
* Ability to work a variable schedule, including evenings and weekends, based on call center needs
* Proficient with Microsoft Word, Excel, Outlook, and the Internet, along with basic data entry and word processing skills
* Must reside within an approved state*
* Must be able to work from home with the following internet requirements:
+ High-speed Internet Connection (Cable, Fiber, DSL)
+ 40 Mbps Download
+ 15 Mbps Upload
+ 100ms Ping or less
+ Jitter: 40 MS or less
+ Hardwired Connection
+ Wired connection from the modem/router to the device, no splits/gaps or usage of Wi-Fi bridges
**Preferred Skills:**
* College degree or some level of college completed
* Able to easily operate a computer and adapt quickly to software applications
* Able to troubleshoot caller issues and provide supporting help documentation
* Committed to quality and service matrix and culture
* Able to quickly adapt to face-changing situations
* Able to provide positive customer experience for customers
* Self-motivated, accountable approach combined with strong sense of teamwork
* Strong sense of customer service with enthusiastic, energetic, and professional behavior
* Good organizational skills and detail-oriented
* Excellent time management skills
**Compensation and Benefits:**
We offer a competitive salary of $12/hour, with opportunities for career growth and professional development. Our compensation package is designed to attract and retain top talent, and we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function.
**Work Environment and Company Culture:**
As a remote-based position, you'll have the flexibility to work from home and enjoy a quiet, distraction-free work environment. Our company culture is built on a foundation of diversity, inclusion, and belonging, and we're committed to making our workplace a welcoming and inclusive space for all employees.
**How to Apply:**
If you're a motivated and customer-focused individual who is passionate about providing exceptional support to our customers, 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!
**Equal Employment Opportunity:**
arenaflex is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.
*Approved states: AL, AR, GA, IN, KY, LA, MS, NC, NV, OH, OK, PA, SC, TN, TX, WI, WV
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