Experienced Customer Care Specialist for Military Household Goods Movement Management – Delivering Exceptional Service and Support in a Fast-Paced Contact Center Environment

Welcome to arenaflex

arenaflex is the single global household goods movement manager of over 300,000 Military Household Goods moves per year for USTRANSCOM and the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families. As a leader in the industry, we are committed to providing fast, easy, and efficient relocation experiences. Our team is dedicated to making sure that every move is better than the last, and we are passionate about our people, sustainability, and our Zero Harm culture.

About the Role

arenaflex is seeking a highly skilled and experienced Customer Care Specialist to support our Customer Care contact center. As a Customer Care Specialist, you will be responsible for providing immediate support to answer customer inquiries, troubleshoot application access, and network with internal and external move partners to resolve concerns. The goal is to be readily available and responsive to meet customer needs with exceptional quality and service. This is an SCA position, and we have openings on various shifts, including weekend support.

Key Responsibilities

• Be the "first face" of arenaflex via inbound calls, chat, and email 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
• Complete outbound communications to customers and business partners
• Readily 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
• Ensure a complete and accurate record of all contacts, both internally and externally, is maintained 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

Essential Qualifications and Skills

To be successful in this role, you will need:

• High School Diploma, GED, or equivalent education experience
• 1+ year of customer service experience, with military move experience preferred
• Demonstrated experience working in a multi-channel (voice, chat, email, and text) contact center
• Attention to detail and the ability to handle work with better-than-average accuracy and quality
• Ability to work comfortably in a remote environment within a stable and secure team
• Ability to manage multiple priorities and work in a fast-paced environment
• Excellent written and verbal communication skills, patience, and empathy
• Proficient with basic computer skills
• Must be a U.S. citizen due to contractual requirements

Preferred Qualifications and Skills

While not required, the following qualifications and skills are preferred:

• Bilingual
• Prior military move management experience
• Schedule flexibility, as Customer Care will operate 24 hours a day, 365 days per year, including nights, weekends, and holidays

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Customer Care Specialist, you will have the opportunity to develop your skills and knowledge in a fast-paced and dynamic environment. You will be part of a team that is dedicated to delivering exceptional service and support to our customers, and you will have the opportunity to make a real difference in the lives of our customers.

Work Environment and Company Culture

arenaflex is a company that values its people, sustainability, and Zero Harm culture. We are passionate about creating an environment that is inclusive, diverse, and supportive of all employees. Our team is dedicated to making sure that every move is better than the last, and we are committed to delivering exceptional service and support to our customers. As a remote worker, you will be part of a virtual team that is connected and collaborative, and you will have the opportunity to work with a talented and experienced team of professionals.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Medical, Dental, and Vision Insurance
• Paid time off (PTO), with three weeks of PTO for newly hired employees
• 401(k) and Health and Wellness Programs
• Disability, Life, and AD&D insurance
• Employee Support program and Family Support services, including Bright Horizons, child and elder care services, and Teladoc Medical Experts, second opinion program
• Travel Accident and Medical TRICARE Supplement Plan and Voluntary Benefit Plans

Conclusion

If you are a motivated and experienced customer service professional who is looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Care Specialist at arenaflex, you will be part of a team that is dedicated to delivering exceptional service and support to our customers. You will have the opportunity to develop your skills and knowledge in a fast-paced and dynamic environment, and you will be part of a company that values its people, sustainability, and Zero Harm culture. Apply today to join our team and make a real difference in the lives of our customers!