Experienced Customer Operations Specialist - Social Media and Web Support - Remote Opportunity at arenaflex

Welcome to arenaflex

arenaflex is a pioneering mobile banking and financial membership platform dedicated to empowering individuals to take control of their financial lives. Since its inception in 2013, arenaflex has engaged with millions of hard-working individuals, earning their trust by providing a comprehensive digital platform that delivers mobile banking, lending, and investment solutions. Our mission is to make a positive impact on people's lives, and we achieve this by working collaboratively, innovating rapidly, and prioritizing our customers' needs above all else.

About the Role

We are seeking a highly skilled and passionate Customer Operations Specialist to join our team as a Customer Advocate, focusing on Social Media and Web Support. As a key member of our Customer Service Department, you will play a vital role in investigating and responding to complex customer complaints across all web and social platforms. Your primary objective will be to resolve customer concerns, recommend solutions, and guide users in utilizing arenaflex's features and functionalities. You will also assist the Customer Service Department by managing inquiries from customers via social media and third-party review sites.

Key Responsibilities

• Monitor customer complaints on social media and third-party review sites, promoting arenaflex's brand voice and mission
• Prioritize relevant social channel reviews and prepare to follow up via phone, email, or other channels as needed
• Identify customer needs and provide guidance on using specific features, understanding our products, and maximizing success with our services
• Represent arenaflex through social channels and third-party review sites, responding to customer concerns, resolving issues, and sharing feedback with internal departments
• Update the internal database with detailed information on customer complaints and resolutions to track and report on trends and patterns
• Analyze and report service issues and product malfunctions, flagging identified trends and patterns of complaints
• Assist in training junior Customer Advocates as needed and contribute to process and service improvements
• Perform additional tasks, such as sharing feature requests and effective workarounds with various team members

About You

To excel in this role, you should possess strong written and verbal communication skills, as well as analytical skills. You should have experience managing communities on social media platforms, including Facebook, Instagram, LinkedIn, YouTube, Twitter, and third-party review sites. Familiarity with social media tools like Buffer, Hootsuite, and Percolate is a plus. A minimum of 2-4 years of customer-facing experience is required, and a strong work ethic, high productivity, attention to detail, and a sense of accountability and ownership are essential.

Essential Qualifications

• Strong written and verbal communication and analytical skills
• Experience managing communities on social media platforms
• At least 2-4 years of customer-facing experience
• Excellent work ethic, high productivity, and attention to detail
• Strong follow-up skills and a sense of accountability and ownership
• High School diploma required; Bachelor's degree is a plus

Preferred Qualifications

• Interest or experience in innovative financial services
• Knowledge of social media tools and platforms
• Experience with customer relationship management (CRM) software
• Strong problem-solving and conflict resolution skills

Career Growth and Learning Opportunities

At arenaflex, we are committed to providing our employees with opportunities for growth and development. As a Customer Operations Specialist, you will have the chance to work with a talented team, develop your skills, and contribute to the company's mission. You will also have access to training and development programs, mentorship, and opportunities for advancement within the company.

Work Environment and Company Culture

arenaflex is dedicated to creating a positive and inclusive work environment that values diversity, equity, and inclusion. We believe that our employees should feel comfortable bringing their whole selves to work every day, and we strive to create a culture that is welcoming, supportive, and empowering. Our team is passionate about making a difference in people's lives, and we are committed to building a workplace that is collaborative, innovative, and fun.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a salary, benefits, and perks. Our benefits package includes health, dental, and vision insurance, 401(k) matching, and paid time off. We also offer a range of perks, including flexible working hours, remote work options, and access to cutting-edge technology and tools.

Conclusion

If you are a motivated and customer-focused individual who is passionate about making a difference in people's lives, we encourage you to apply for this exciting opportunity. As a Customer Operations Specialist at arenaflex, you will have the chance to work with a talented team, develop your skills, and contribute to the company's mission. Don't miss out on this opportunity to join a dynamic and innovative company that is changing the face of financial services. Apply now to become a part of the arenaflex team and start making a positive impact on people's lives.