Job Description
At arenaflex, we're a pioneering leader in the compliance industry, recognized by Inc. 5000 and Deloitte Technology Fast 500. Our merger with Labyrinth, Inc. in 2021 has expanded our reach to over 35,000 clients, leveraging advanced technology to simplify business licensing and legal entity management. We're a growing team, passionate about making compliance accessible and efficient for all businesses and nonprofits. As a Customer Support Associate at arenaflex, you'll play a critical role in providing fast, friendly support to clients whose accounts do not have a dedicated support person. This requires you to understand the client's inquiries and problems, troubleshoot, and deliver an optimal and effective solution. Your work will focus on short-term client support that indirectly impacts revenue and other long-term objectives, as well as directly impacting revenue through client retention and expansion. **What You'll Do** As a Customer Support Associate, you'll be responsible for: Client Satisfaction * Provide excellent Customer Support by addressing inquiries and concerns promptly, completely, and effectively. * Provide consistently accurate and complete information. * Speak warmly and empathetically to clients while maintaining realistic expectations. Conflict Resolution * Navigate client conflict by addressing it head-on in a professional, pleasant manner. * Convey a desire to collaborate and find a mutual solution. * Articulate solutions confidently, politely, and empathetically. Client Retention & Growth * Consistently alert clients to Service Gaps to recommend additional products and services during the course of conversation. * “Tee up” conversations for Account Management about complex offerings. * Speak with conviction about our services and persuade clients to retain services that will benefit their organization. **Qualifications** To be successful in this role, you'll need: * 1-3 years of work experience in a similar role in a business services environment utilizing Customer Support Software * Prior success in a customer service, sales, or other customer-facing role * Demonstrated success in a detailed or complex customer-facing role (executive assistance, customer success associate, client success manager, account manager, call center for finance, insurance, medical, or similar) * Demonstrated success in consistently meeting deadlines * Excellent written and oral communication skills as evidenced by the proper use of syntax, grammar, and vocabulary correctly within the context of the engagement. Written messages are organized, clear, and on-topic. Conversations demonstrate an articulate, confident, and appropriate tone. * Familiarity with Google Suite or Microsoft Office * Ability to provide exceptionally attentive service in a fast-paced environment * Effectively multitask, manage time, and prioritize * Experience using and maintaining a knowledge base * Ability to solve complex problems and learn new information on-the-fly * 2+ years experience in client service, preferably in a business services environment utilizing Client Service Software * Attention to detail **Preferred Qualifications** * College degree * Prior experience in customer support or another client-facing role for large B2B accounts ($100k+) and/or high-net-worth individuals **Accommodations** arenaflex is committed to providing any reasonable accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter. **Compensation** arenaflex's base salary range for this role is listed below. Compensation at the time of offer is based on factors such as skill set, experience, qualifications, and work location. Salary is one part of arenaflex's total compensation package. Other benefits may include health benefits, flexible paid time off, parental leave, fertility and adoption assistance, 401(k), and educational reimbursement. Note that the salary range and benefits apply only to U.S.-based candidates. arenaflex base salary range for this role in the U.S. is: * $50,000 - $55,000 USD * Additionally, this role might be eligible for discretionary bonuses or commission payments. **Pay Transparency Policy Statement** arenaflex will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by arenaflex, or (c) consistent with arenaflex's legal duty to furnish information. **Equal Opportunity Statement** arenaflex is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. If you're passionate about making compliance accessible and efficient for all businesses and nonprofits, and you're looking for a challenging and rewarding role, we encourage you to apply for this position. Join our growing team at arenaflex and be a part of shaping the future of compliance. Apply for this job