**Experienced Bilingual English-Spanish Virtual Customer Service Agent – Disaster Recovery Support**

At arenaflex, we're committed to providing exceptional customer service and support to our clients, particularly in times of need. As a result of the devastating 2020 Labor Day wildfires in Oregon, we're seeking a team of self-motivated and energetic individuals to join our Virtual Customer Service team as Bilingual English-Spanish Virtual Customer Service Agents. If you're passionate about helping customers navigate program pathways to aid in disaster recovery efforts, we want to hear from you.

• *About arenaflex**

arenaflex is a leading provider of innovative solutions and services, dedicated to empowering individuals and communities to thrive in the face of adversity. Our team is comprised of passionate professionals who share a common goal: to make a positive impact on the lives of others. As a Virtual Customer Service Agent, you'll be part of a dynamic team that's committed to delivering exceptional service and support to our clients.

• *Key Responsibilities**

As a Bilingual English-Spanish Virtual Customer Service Agent, you'll play a critical role in providing top-notch customer service and support to our clients. Your key responsibilities will include:

• Responding to customer inquiries and requests for information, and providing status updates, guidance, and information as outlined and defined in approved Desk Reference Guides and policies and procedures.
• Accessing internal and client systems, interpreting screens, updating screens, and entering contact notes in automated systems.
• Providing exemplary customer service while educating customers on program features and service offerings.
• Communicating with client staff as required and forwarding Case and Customer information when necessary, via telephone, facsimile, or e-mail or other electronic transmission for further processing in accordance with the approved Desk Reference Guides.
• Accurately identifying customer accounts to effectively determine program eligibility.
• Actively listening to customers and taking initiative to seek actionable solutions to customer goals or problems.
• Staying abreast of marketing activities and providing feedback on program marketing reactions to continue development and enhancement of the energy programs.
• Completing all commitments offered to customers in a timely manner; i.e., call backs, application updates, email responses, etc.
• Identifying and resolving customer issues with professionalism and with the collaboration of cross-functional team members as appropriate.
• Performing the assigned duties with minimal supervision, but also working in a team problem-solving environment.
• Following all policies and guidelines set by arenaflex.
• Maintaining confidentiality regarding company and customer information.

• *Qualifications**

To be successful in this role, you'll need to possess the following qualifications:

• A minimum of 1 year of Customer Service Experience required, previous experience as a customer service representative in a call center preferred.
• High school diploma or equivalent required, college degree or some college training preferred.
• Must successfully pass drug and criminal background checks.
• Applicants will be screened for diction, grammar, voice quality, and articulation, proficiency with computer and customer service skills and experience.
• Entrepreneurial mindset, high energy, and self-motivated, results-oriented person with a strong bias for action and work ethic.
• Ability to work with minimal day-to-day direction.
• Ability to work collaboratively in a matrix-team environment.
• Superior interpersonal skills including courtesy, professionalism, empathy, and cooperative attitude.
• Ability to use a computer and navigate at high functionality.
• An action-oriented and results-driven individual who likes to be the one-stop solution for customers.
• Excellent oral and written communication skills.
• Flexible with the capacity to thrive in a high-change business environment.

• *Skills and Competencies**

To excel in this role, you'll need to possess the following skills and competencies:

• Bilingual English-Spanish language proficiency.
• Excellent customer service skills, with a focus on empathy, professionalism, and courtesy.
• Strong communication and interpersonal skills, with the ability to work collaboratively in a matrix-team environment.
• Ability to work with minimal day-to-day direction and to take initiative to seek actionable solutions to customer goals or problems.
• Proficiency with computer systems and software, including automated systems and customer relationship management (CRM) tools.
• Ability to maintain confidentiality regarding company and customer information.
• Strong problem-solving and analytical skills, with the ability to identify and resolve customer issues in a timely and professional manner.

• *Career Growth Opportunities and Learning Benefits**

As a Virtual Customer Service Agent at arenaflex, you'll have access to a range of career growth opportunities and learning benefits, including:

• Comprehensive training and onboarding program to ensure your success in the role.
• Ongoing coaching and feedback to help you develop your skills and competencies.
• Opportunities for professional development and advancement within the company.
• Access to a range of training and development programs, including online courses, workshops, and conferences.
• Collaborative and supportive work environment, with a focus on teamwork and communication.

• *Work Environment and Company Culture**

arenaflex is committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. As a Virtual Customer Service Agent, you'll have the opportunity to work from home, with a flexible schedule that allows you to balance your work and personal life. Our company culture is built on a foundation of respect, empathy, and professionalism, with a focus on delivering exceptional service and support to our clients.

• *Compensation, Perks, and Benefits**

arenaflex offers a competitive compensation package, including:

• Competitive hourly rate.
• Comprehensive benefits package, including health, dental, and vision insurance.
• Paid time off and holidays.
• Opportunities for professional development and advancement within the company.
• Collaborative and supportive work environment, with a focus on teamwork and communication.

• *How to Apply**

If you're a motivated and customer-focused individual who is passionate about making a positive impact on the lives of others, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!