At arenaflex, we're on a mission to revolutionize the real estate industry by providing exceptional support services to our clients and partners. As a key member of our Support Services team, you'll play a vital role in addressing challenges, providing valuable education, and driving business growth. If you're passionate about problem-solving, education, and collaborative team efforts, this role offers a unique opportunity to make a significant impact within the real estate industry.
**About arenaflex**
arenaflex is a leading provider of innovative solutions for the real estate industry. Our team of experts is dedicated to building, strengthening, and expanding relationships with real estate professionals, consumers, and internal teams. We're committed to delivering exceptional support services that drive business growth and customer satisfaction.
**About the Role**
As a Customer Service Agent, you'll be responsible for addressing the needs of our clients and partners, ensuring they receive exceptional support. This multifaceted role is divided into two key areas: Account Management and Program Management.
**Account Management**
* Address the needs of our clients and partners, ensuring they receive exceptional support.
* Manage essential account activities such as account and listing maintenance, onboarding, educational initiatives, and the identification of site feedback and bugs.
* Develop and maintain strong relationships with clients and partners to ensure their success.
**Program Management**
* Oversee the quality of service for various operations that drive key business functions.
* Manage and enforce the Agent and Brokerage Accountability programs.
* Implement Listing and Account Quality Control measures to ensure compliance and a positive user experience.
**Key Responsibilities**
* Manage a high volume of customer inquiries via email and live chat, with inquiries relating to site usability, information accuracy, billing, and accounts.
* Recognize problems, find resolutions, and provide feedback for site improvements to product teams.
* Continuously build, test, assess, and improve systems, processes, and policies to help contribute to overall site satisfaction.
* Actively participate in user education and training presentations, agent relationships, and general site improvement discussions for related brands.
* Educate, prepare, and set clear expectations for all users based on site policies to ensure a positive user experience.
* Facilitate program oversight processes that minimize bad listing behavior by leveraging data to identify and improve key problem areas.
* Maintain relationships with landlord partners to ensure they are set up for success, and happy with our products and services.
* Oversee the listing approval process to thoroughly vet and maintain high listing quality with minimal disruption to partners.
* Facilitate the seamless onboarding and comprehensive education of new brokerage and landlord partners to aid their success in advertising.
* Identify potential revenue opportunities for the business under the Support Services purview.
* Ensure that the site operates in full compliance with all applicable laws and regulations (involves collaboration with Legal, Strategy, PE&O, and other cross-functional teams/stakeholders).
**Who We're Looking For**
* Previous experience in customer service or client support roles.
* Comfortable simultaneously managing high volumes of customer contact through email and live chat and prioritizing tasks effectively.
* A teammate who can communicate effectively with internal and external stakeholders and can adapt quickly to change.
* Excellent customer service and creative problem-solving skills; you're organized, timely, empathetic, inventive, savvy, and love finding new ways to tackle issues.
* Passionate about educating others and upholding client policies to ensure compliance and a positive user experience.
* Ambiguous and ready to proactively identify opportunities that will contribute to business goals.
* Proficiency in the Google Drive suite of tools.
* Available to be scheduled on a rotating weekend schedule (typically no more than 2 weekend days a quarter).
* Have a desire to understand the New York City real estate market.
**What We Offer**
* Competitive hourly rate of $22 per hour.
* Opportunity to work with a leading provider of innovative solutions for the real estate industry.
* Collaborative and dynamic work environment.
* Professional development and growth opportunities.
* Flexible scheduling with a rotating weekend schedule.
* Comprehensive benefits package, including health, dental, and vision insurance.
**How to Apply**
If you're passionate about customer service, education, and collaborative team efforts, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!
**Apply Now**