Experienced Customer Service Administrator – Digital Products Support and Client Relationship Management

Introduction to arenaflex arenaflex is a pioneering force in the digital services landscape, dedicated to delivering innovative solutions that meet the evolving needs of its clients. With a strong commitment to customer satisfaction and a passion for excellence, arenaflex is seeking a highly skilled and proactive Customer Service Administrator to join its esteemed Digital Services Support Team. As a key member of this team, you will play a vital role in ensuring seamless support for internal agencies and external customers, fostering strong relationships, and driving the success of our digital products. About the Role This is an exceptional opportunity for a detail-oriented and customer-centric individual to make a meaningful impact at arenaflex. As a Customer Service Administrator, you will serve as the primary point of contact for new service requests, help requests, and incident tickets, guiding the intake and ticketing processes from initial query to successful completion. Your expertise in managing customer support requests, providing timely and accurate information, and ensuring effective communication between customers and our cross-functional development team will be invaluable in enhancing customer satisfaction and supporting our digital products. Key Responsibilities Customer Support: Manage all customer inquiries via tickets, email, chat, and phone regarding digital products and services, providing timely and accurate information to both clients and the digital service support team. Feedback Integration: Gather, document, and analyze customer feedback related to digital support requests, collaborating with the digital support team to relay insights and suggestions for product improvements. Documentation Management: Maintain up-to-date records of customer interactions and resolutions, developing and updating user guides and other customer support documentation. Cross-Functional Collaboration: Work closely with UX/UI designers, developers, and product managers to ensure customer-centric design, functionality, accessibility, and branding standards. Reporting and Analytics: Assist in tracking key performance indicators (KPIs) related to customer service and satisfaction, preparing reports on customer service trends and feedback for management review. Process Improvement: Identify areas for improvement in customer service processes and digital product functionalities, collaborating with teams to implement solutions that enhance the customer experience. Essential Qualifications To excel in this role, you will possess: A Bachelor's degree in business, communications, or a related field. At least 5 years of experience in help desk or customer service and support within the technology space. Excellent verbal and written communication skills, with the ability to speak holistically on the status of in-flight tickets. Strong problem-solving abilities, with attention to detail and a customer-centric approach. Experience with project management methodologies, such as Agile, Waterfall, Scrum, and Kanban. Familiarity with digital products and services, as well as experience working within diverse cross-functional teams. Preferred Qualifications While not essential, the following qualifications will be highly valued: Experience in the public sector, including Municipal, State, or Federal government. Familiarity with component-based content management systems, such as Sitecore. Proficiency in Microsoft Office Suite and experience with customer support tools, such as Helix and Footprints. Experience with project management tools, such as Jira and Confluence. Skills and Competencies To succeed in this role, you will possess: Excellent communication skills, both verbal and written. Strong problem-solving abilities, with attention to detail and a customer-centric approach. Strong organizational and multitasking abilities, with the ability to prioritize and manage multiple work streams. Strong technical competency, along with a willingness and ability to learn new tools and technologies. Ability to manage many support tickets concurrently across multiple channels. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Customer Service Administrator, you will have access to: Ongoing training and professional development opportunities. Mentorship and coaching from experienced professionals. Opportunities to work on diverse projects and collaborate with cross-functional teams. A dynamic and supportive work environment that fosters innovation and creativity. Work Environment and Company Culture arenaflex is dedicated to creating a work environment that is inclusive, supportive, and empowering. We value diversity, equity, and inclusion, and are committed to creating a workplace culture that reflects these values. As a member of our team, you can expect: A collaborative and dynamic work environment. A culture that values innovation, creativity, and experimentation. Opportunities to make a meaningful impact and contribute to the success of our clients. A comprehensive benefits package, including competitive salary, health insurance, and retirement savings plan. Compensation, Perks, and Benefits arenaflex offers a comprehensive compensation package, including: Competitive salary. Health insurance and retirement savings plan. Opportunities for professional development and growth. A dynamic and supportive work environment. Flexible work arrangements, including remote work options. Conclusion If you are a motivated and customer-centric individual with a passion for delivering exceptional support and service, we encourage you to apply for this exciting opportunity. As a Customer Service Administrator at arenaflex, you will be part of a dynamic and supportive team that values innovation, creativity, and collaboration. Join us in our mission to deliver innovative solutions that meet the evolving needs of our clients, and take the first step towards a rewarding and challenging career with arenaflex. Apply for this job