**Experienced Customer Care Specialist – Military Household Goods Move Management**
At arenaflex, we're dedicated to providing fast, easy, and efficient relocation experiences for over 300,000 military and government households every year. As a leading household goods move management service provider, we're transforming the moving process with cutting-edge technology and proven logistics expertise. We're seeking a highly skilled and compassionate Customer Care Specialist to join our team and provide exceptional support to our customers.
**About arenaflex**
arenaflex is a global household goods movement manager, serving the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families. We're committed to Zero Harm and Sustainability Platform, and our team is dedicated to making every move better than the last. With a rich history of innovation and a passion for our people, sustainability, and Zero Harm culture, we're a company that truly cares about our customers and our employees.
**The Role**
As a Customer Care Specialist, you'll be the first point of contact for our customers, providing immediate support and resolving concerns through inbound calls, chats, emails, and texts. You'll work closely with internal and external move partners to ensure seamless communication and resolve issues efficiently. Your goal will be to provide exceptional quality and service, meeting customer needs with patience, empathy, and a stable work style.
**Responsibilities**
* Provide immediate support to answer customer inquiries, troubleshoot application access, and network with internal and external move partners to resolve concerns
* Be the first face of arenaflex via inbound calls, chats, emails, and texts from customers, internal colleagues, and external partners
* Ensure first call resolution through problem-solving and effective communication
* Counsel customers on their entitlements for their move
* Troubleshoot with customers on how to use the arenaflex Connect Application
* Provide accurate details of the status of customer moves at designated points
* Offer customer service via a multichannel contact center within a team-oriented focus
* Complete outbound communications to customers and business partners
* Resolve all customer, agent, or military base inquiries and concerns
* Identify and resolve issues utilizing critical thinking skills and sound judgment
* Utilize strong time management, organization skills, and prioritization in a fast-paced environment
* Utilize various systems and tools to initiate and assist customer requests
* Maintain a complete and accurate record of all contacts, both internally and externally, in the relevant systems
* Continually maintain a working knowledge of all services and requirements for processing customer orders
* May function as a designated representative for move accounts
* May perform other related duties and responsibilities as assigned and/or required
**Attend and participate in all team meetings**
**Minimum Qualification and Skills Requirements**
* High School Diploma, GED, or equivalent education experience
* 1+ year customer service experience, with military move experience preferred
* Must be a U.S. citizen due to contractual requirements
* Demonstrated experience:
+ Experience working in a multi-channel (voice, chat, email, and text) contact center
+ Attention to details of work, handling them with better-than-average accuracy and with careful attention to the quality of the work
+ Ability to work comfortably remotely within a stable, secure team
+ Manage multiple priorities, with the ability to work in a fast-paced environment
+ Ability to manage difficult customers and situations and be able to solve problems
+ Excellent written & verbal communication skills, patience, and empathy
+ Proficient with basic computer skills
**Preferred Education and Experience**
* Bilingual
* Prior military move management experience
* Schedule flexibility: Customer Care will operate 24 hours per day x 365 days per year; nights, weekends, and holidays required
**Work Environment and Culture**
* This position is fully remote / work from home
* arenaflex will supply appropriate equipment, and employee-provided high-speed internet is required
* arenaflex is an equal opportunity employer, committed to diversity and inclusion
* Our team is dedicated to providing fast, easy, and efficient relocation experiences, and we're passionate about our people, sustainability, and Zero Harm culture
**Benefits**
* Medical, Dental, and Vision Insurance
* Paid time off (PTO)
* Three weeks of PTO for newly hired employees
* 401(k)
* Health and Wellness Programs
* Disability, Life, and AD&D insurance
* Employee Support program
* Family Support: Bright Horizons, child and elder care services
* Teladoc Medical Experts, second opinion program
* Travel Accident & Medical
* TRICARE Supplement Plan
* Voluntary Benefit Plans
* And more!
**How to Apply**
If you're a motivated and compassionate individual with a passion for customer service, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex.
Apply Job!
**About arenaflex**
arenaflex is a global household goods movement manager, serving the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families. We're committed to Zero Harm and Sustainability Platform, and our team is dedicated to making every move better than the last. With a rich history of innovation and a passion for our people, sustainability, and Zero Harm culture, we're a company that truly cares about our customers and our employees.
**The Role**
As a Customer Care Specialist, you'll be the first point of contact for our customers, providing immediate support and resolving concerns through inbound calls, chats, emails, and texts. You'll work closely with internal and external move partners to ensure seamless communication and resolve issues efficiently. Your goal will be to provide exceptional quality and service, meeting customer needs with patience, empathy, and a stable work style.
**Responsibilities**
* Provide immediate support to answer customer inquiries, troubleshoot application access, and network with internal and external move partners to resolve concerns
* Be the first face of arenaflex via inbound calls, chats, emails, and texts from customers, internal colleagues, and external partners
* Ensure first call resolution through problem-solving and effective communication
* Counsel customers on their entitlements for their move
* Troubleshoot with customers on how to use the arenaflex Connect Application
* Provide accurate details of the status of customer moves at designated points
* Offer customer service via a multichannel contact center within a team-oriented focus
* Complete outbound communications to customers and business partners
* Resolve all customer, agent, or military base inquiries and concerns
* Identify and resolve issues utilizing critical thinking skills and sound judgment
* Utilize strong time management, organization skills, and prioritization in a fast-paced environment
* Utilize various systems and tools to initiate and assist customer requests
* Maintain a complete and accurate record of all contacts, both internally and externally, in the relevant systems
* Continually maintain a working knowledge of all services and requirements for processing customer orders
* May function as a designated representative for move accounts
* May perform other related duties and responsibilities as assigned and/or required
**Attend and participate in all team meetings**
**Minimum Qualification and Skills Requirements**
* High School Diploma, GED, or equivalent education experience
* 1+ year customer service experience, with military move experience preferred
* Must be a U.S. citizen due to contractual requirements
* Demonstrated experience:
+ Experience working in a multi-channel (voice, chat, email, and text) contact center
+ Attention to details of work, handling them with better-than-average accuracy and with careful attention to the quality of the work
+ Ability to work comfortably remotely within a stable, secure team
+ Manage multiple priorities, with the ability to work in a fast-paced environment
+ Ability to manage difficult customers and situations and be able to solve problems
+ Excellent written & verbal communication skills, patience, and empathy
+ Proficient with basic computer skills
**Preferred Education and Experience**
* Bilingual
* Prior military move management experience
* Schedule flexibility: Customer Care will operate 24 hours per day x 365 days per year; nights, weekends, and holidays required
**Work Environment and Culture**
* This position is fully remote / work from home
* arenaflex will supply appropriate equipment, and employee-provided high-speed internet is required
* arenaflex is an equal opportunity employer, committed to diversity and inclusion
* Our team is dedicated to providing fast, easy, and efficient relocation experiences, and we're passionate about our people, sustainability, and Zero Harm culture
**Benefits**
* Medical, Dental, and Vision Insurance
* Paid time off (PTO)
* Three weeks of PTO for newly hired employees
* 401(k)
* Health and Wellness Programs
* Disability, Life, and AD&D insurance
* Employee Support program
* Family Support: Bright Horizons, child and elder care services
* Teladoc Medical Experts, second opinion program
* Travel Accident & Medical
* TRICARE Supplement Plan
* Voluntary Benefit Plans
* And more!
**How to Apply**
If you're a motivated and compassionate individual with a passion for customer service, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex.
Apply Job!