**Experienced Bilingual Spanish Customer Service Representative - Video Banking**

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our clients' expectations. As a Customer Service Representative in our Video Banking Center, you'll be part of an innovative team that's revolutionizing the way we interact with our customers. With a focus on providing personalized support and resolving complex issues, you'll play a vital role in helping us achieve our strategic vision.

• *Job Description**

As a Customer Service Representative in our Video Banking Center, you'll be based on-site in Portage, MI, and will work a variety of shifts, including Monday through Friday from 9:30am-6:00pm EST, alternating Saturdays from 8:00am-5:00pm EST. You'll be part of a dynamic team that's dedicated to delivering exceptional customer experiences and providing personalized support to our clients.

• *Key Responsibilities:**

• Perform customer service activities and initiatives for a broad range of products, services, and problem resolution that occurs across multiple channels for our customers.
• Deliver the CARES model to customers and service partners, ensuring that every interaction is personalized, empathetic, and solution-focused.
• Receive, investigate, and respond to customer inquiries regarding products, services, and issues via all channels through which customers are served.
• Resolve customer service inquiries and issues, recommending appropriate solutions and referring complex or reoccurring issues to senior team members.
• Maintain high levels of customer satisfaction consistent with arenaflex's core values, demonstrating a commitment to quality through customer and service partner interactions.
• Document customer interactions and complete service requests to minimize customer effort or additional action.

• *Essential Qualifications:**

• Bilingual Spanish language proficiency (written and verbal)
• High school diploma or equivalent required; related experience or product knowledge preferred
• Less than 1 year of related experience; in lieu of a degree, a comparable combination of education, job-specific certification(s), and experience (including military service) may be considered
• Strong communication and interpersonal skills, with the ability to build rapport with customers and colleagues
• Ability to work in a fast-paced environment, with multiple priorities and deadlines
• Strong problem-solving and critical thinking skills, with the ability to analyze complex issues and develop effective solutions
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook

• *Preferred Qualifications:**

• Experience in a customer-facing role, with a focus on delivering exceptional customer experiences
• Knowledge of banking products and services, with a focus on video banking and digital channels
• Proven ability to work in a team environment, with a focus on collaboration and communication
• Strong analytical and problem-solving skills, with the ability to analyze complex issues and develop effective solutions
• Experience with CRM software and other customer service tools

• *Skills and Competencies:**

• Accountability: takes ownership of customer issues and ensures timely resolution
• Banking: knowledge of banking products and services, with a focus on video banking and digital channels
• Client Loyalty: builds strong relationships with customers, with a focus on delivering exceptional customer experiences
• Customer Experience (CX): delivers personalized support and resolves complex issues, with a focus on customer satisfaction
• Customer Service: provides exceptional customer service, with a focus on empathy, solution-focused, and personalized support
• Identifying Opportunities: identifies opportunities to improve customer experiences and resolve complex issues
• Leveraging Technology: proficient in Microsoft Office applications, including Word, Excel, and Outlook
• Proactive Sales: identifies opportunities to upsell and cross-sell products and services

• *Work Environment and Company Culture:**

• arenaflex is committed to creating an inclusive and accessible workplace, with a focus on diversity, equity, and inclusion
• Our Video Banking Center is a dynamic and fast-paced environment, with a focus on delivering exceptional customer experiences
• We offer a comprehensive range of benefits, including medical, dental, and vision coverage, as well as 401(k) matching and pension plans
• Our company culture is built on open and honest dialogue, with a focus on smart risk management, relationship-based customer service, and community investments

• *Career Growth Opportunities and Learning Benefits:**

• arenaflex offers a range of career growth opportunities, including training and development programs, mentorship, and promotions
• Our company is committed to investing in our employees' growth and development, with a focus on building skills and competencies
• We offer a range of learning benefits, including tuition reimbursement, certification programs, and online courses

• *Compensation, Perks, and Benefits:**

• arenaflex offers a comprehensive range of benefits, including medical, dental, and vision coverage, as well as 401(k) matching and pension plans
• Our company culture is built on open and honest dialogue, with a focus on smart risk management, relationship-based customer service, and community investments
• We offer a range of perks and benefits, including flexible work arrangements, employee recognition programs, and wellness initiatives

• *Equal Employment Opportunity:**

• arenaflex is an equal employment opportunity employer, committed to diversity, equity, and inclusion
• We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions
• Our company is committed to creating an inclusive and accessible workplace, with a focus on diversity, equity, and inclusion

• *How to Apply:**

If you're a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to our online application system. We look forward to hearing from you!