At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our clients' expectations. As a Customer Support Specialist I, you'll play a vital role in providing top-notch support to our customers, ensuring their needs are met, and their concerns are addressed promptly and professionally. If you're passionate about delivering outstanding customer service, have a knack for problem-solving, and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a leading financial institution that prides itself on its commitment to innovation, customer satisfaction, and employee growth. We believe in creating a workplace that's inclusive, equitable, and authentic, where our employees feel valued, recognized, and empowered to reach their full potential. Our Total Rewards program offers comprehensive benefits, including medical, dental, vision, life, and disability insurance, retirement plans, vacation time, and tuition reimbursement. We're an Equal Opportunity Employer, dedicated to building a diverse and inclusive workplace that reflects the communities we serve.
**Job Summary**
As a Customer Support Specialist I, you'll serve as the first point of contact for our customers, responding to their inquiries, resolving issues, and providing exceptional support. You'll work closely with our team to ensure seamless communication, maintain accurate records, and meet or exceed departmental service standards and sales goals. This is a hybrid role, requiring onsite training and some onsite work in Lynn, MA (with a future relocation to Wakefield, MA in 2025).
**Responsibilities**
* Serve as the bank's first line of response on inbound customer telephone calls regarding all types of existing accounts and services.
* Maintain a detailed knowledge base of arenaflex's basic products, services, policies, procedures, maintenance, and regulatory requirements.
* Handle a diverse array of complex customer situations with minimal supervisory assistance, making sound decisions that minimize risk to both the bank and customer.
* Actively listen to determine the full extent of customer needs while applying different approaches to affect desired outcomes.
* Ensure effective customer communication by utilizing superior verbal and written skills.
* Handle basic customer complaints and problems with minimal assistance, recognizing personal limitations in an acceptable time frame and initiating requests for assistance to appropriate personnel as needed.
* Achieve entry-level sales and service standards as set forth by senior management.
**Requirements**
* Obtain and maintain a license to service applicants for HELOC products through the Nationwide Multistate licensing system (NMLS).
* Associate's Degree or related knowledge/skills base gained through experience preferred.
* Customer Service background preferred.
* Call Center experience preferred.
* Service and sales background a plus.
* PC and data entry skills required.
* Proven previous job stability a must.
**Skills and Knowledge**
* Excellent written communication skills.
* Excellent verbal and listening skills, including good grammar, tone of voice, and diction.
* Ability to work effectively with others in a diverse population.
* Punctuality and consistent work attendance required.
* Bilingual a plus.
**Working Conditions**
* Must be flexible and adaptable about work schedules, which may include evenings and weekends.
* Must have the ability to use a headset and sit for long periods of time.
* Must be able to work in a fast-paced, high-volume work environment.
* Moderate to high noise level.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Support Specialist I, you'll have access to:
* Comprehensive training programs to enhance your knowledge and skills.
* Opportunities for career advancement and professional growth.
* Collaborative and supportive work environment.
* Recognition and rewards for outstanding performance.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including:
* Competitive salary.
* Comprehensive benefits program, including medical, dental, vision, life, and disability insurance.
* Retirement plans.
* Vacation time.
* Tuition reimbursement.
* Recognition and rewards for outstanding performance.
**How to Apply**
If you're passionate about delivering exceptional customer service, have a knack for problem-solving, and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We can't wait to hear from you!
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer, committed to building a diverse and inclusive workplace that reflects the communities we serve. We welcome applications from candidates of all backgrounds, experiences, and perspectives. If you're excited about this role but your experience doesn't fully align with every qualification, we still encourage you to apply! Our Recruitment team is waiting to chat with YOU.