At arenaflex, we're a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. arenaflex operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit arenaflex.com to learn how we're keeping people around the world safe and secure.
**Job Summary:**
arenaflex is seeking an Experienced Customer Service Representative (CSR) to join our team supporting the USPS.com and associated applications. As a CSR, you will provide technical assistance to end-users on products and services via live chat sessions and email inquiries. The successful candidate must allocate their own time efficiently and will receive general instructions on all work. If you're a customer-focused individual with excellent communication skills and a passion for problem-solving, we encourage you to apply for this exciting opportunity.
**Responsibilities:**
As an Experienced Customer Service Representative, you will be responsible for:
* Delivering customer satisfaction by resolving technical issues and meeting end-users' needs utilizing the provided software and Knowledgebase
* Ensuring that end-user problems are resolved within Service Level Agreement (SLA) parameters
* Maintaining end-to-end problem ownership of chat and email sessions
* Working in one or multiple work queues over various customer contact channels
* Escalating issues promptly to appropriate support teams when needed
* Ensuring compliance with all company and government policies and procedures
* Collaborating with Customer Support team colleagues and other support organizations as required
* Performing other related tasks as assigned
**Day-to-Day Work Responsibilities:**
* Provide technical assistance to end-users on products and services via live chat sessions and email inquiries
* Utilize knowledgebase and template responses to instantly respond to chat sessions and/or email inquiries
* Select appropriate methods from a variety of procedures or make simple adaptations and interpretations
* Report to the Internet Customer Care Center (IC3) Help Desk Team Lead
* Work independently, achieve productivity goals, and manage one's time
* Communicate effectively, both orally and in writing
* Maintain attention to detail and a positive attitude
* Possess the ability to successfully manage and prioritize concurrent tasks
* Proficiency using windows-based applications and software (Microsoft Office)
**Requirements:**
* High school graduate or equivalent and a minimum of one year customer service experience is required
* U.S. Citizenship or Green Card required
* Must have the ability to obtain and maintain a Public Trust clearance
* Type 45 WPM
* Ability to accurately document ticketing information with minimal errors and/or rework
* Ability to work independently, achieve productivity goals, and manage one's time
* Communicate effectively, both orally and in writing
* Attention to detail and a positive attitude
* Possesses the ability to successfully manage and prioritize concurrent tasks
* Proficiency using windows-based applications and software (Microsoft Office)
* Must be able to work on weekends and/or on rotating schedules if required
**Preferred Qualifications:**
* Help desk/service desk experience desirable
* Live Chat and/or any Customer Relationship Management (CRM) software tools
* Degree from an accredited College / University preferred
**Work Environment:**
This is a remote position that must be performed within 50 miles of an existing arenaflex facility. arenaflex will provide all hardware, software, and training required for the position. The candidate must have stable, dependable internet and sufficient workspace free of undue distractions required to perform remote work.
**Compensation and Benefits:**
The starting base pay rate is $16.00 per hour. arenaflex offers a comprehensive benefits package, including:
* Paid Time-Off and Holidays
* Retirement
* Life & Disability Insurance
* Career Development
* Tuition Assistance and Student Loan Financing
* Paid Parental Leave
* Additional Benefits
* Medical, Dental, & Vision Care
**Career Growth Opportunities:**
arenaflex is committed to the growth of our employees. We offer a range of career development opportunities, including:
* Training and development programs
* Mentorship and coaching
* Opportunities for advancement
* Tuition reimbursement and student loan financing
**How to Apply:**
If you're a motivated and customer-focused individual with excellent communication skills and a passion for problem-solving, we encourage you to apply for this exciting opportunity. Visit arenaflex.com to learn more about our company and submit your application today.
**Equal Opportunity Employer:**
arenaflex is an Equal Opportunity Employer, including Disability/Veteran. We are committed to diversity and inclusion in the workplace.