Job Title: Bilingual Spanish Customer Service Representative - NYC Resident Support Specialist (Brooklyn Onsite Position)

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Join Arenaflex: Be the Voice That Makes a Difference for New York City Residents

Are you ready to transform your customer service skills into a meaningful career that directly impacts your community? At arenaflex, we believe that every interaction is an opportunity to create a positive change in someone's day. As a leading provider of customer experience solutions, arenaflex connects innovative people with innovative solutions to deliver outstanding results across the globe. Our can-do culture works together to make the ordinary exceptional, and we're looking for passionate individuals who share our commitment to excellence.

King Teleservices, operating as a distinguished subsidiary under arenaflex, has been serving enterprise and local government customers throughout the United States for over 25 years. Based in the heart of Brooklyn, New York, our team plays a vital role in supporting the needs of New York City residents every single day. We take pride in being the bridge between city services and the diverse communities we serve, ensuring that every caller receives the attention, respect, and assistance they deserve.

If you're someone who aims higher, reaches farther, and is passionate about helping others, we invite you to join our team of dedicated professionals. This is more than just a job—it's an opportunity to be the difference maker for your neighbors and fellow New Yorkers.

About This Role: Become a Vital Resource for NYC Residents

As a Bilingual Spanish Customer Service Representative at arenaflex, you'll be at the forefront of customer interactions, serving as the first point of contact for New York City residents seeking assistance with city-oriented issues. In this role, you'll handle incoming calls from New Yorkers who need your help navigating complex municipal systems, finding the right departments, getting answers to their questions, and having their concerns addressed professionally.

This position is based at our Brooklyn, NY location at 140 58th Street, Brooklyn, NY. While the work can be challenging—dealing with frustrated callers, complex administrative issues, and high call volumes—there's nothing quite like the satisfaction of helping a resident resolve their issue and hearing the gratitude in their voice. This is a full-time position that offers comprehensive benefits, paid training, and genuine opportunities for career growth within the arenaflex family.

What You'll Do: Key Responsibilities

As an integral member of our team, you will be responsible for:

• Addressing incoming inquiries from NYC residents related to city-oriented issues, including but not limited to municipal services, department referrals, and general city information requests
• Maintaining a professional demeanor with all customers while providing services with exceptional courtesy and patience, regardless of the caller's emotional state or the complexity of their issue
• Creating work orders and dispatching them to specific city departments for further action, ensuring accurate documentation and timely follow-up
• Responding to routine questions with accurate information in a timely, professional, and courteous manner while maintaining our high standards of service excellence
• Taking and reporting customer complaints with empathy and efficiency, documenting all relevant details to ensure proper resolution
• Directing requests to the appropriate department or agency for further action, serving as a knowledgeable guide through the city's complex network of services
• Building upon your knowledge through comprehensive product training, interactions with support staff, and quality assurance coaching that will enhance your daily performance and call handling skills
• Adapting to different communication styles and personality types to provide a positive and professional experience for every caller

What We're Looking For: Qualifications & Requirements

Essential Qualifications

• A high school diploma or GED with a minimum of 2 years of customer service experience working directly with customers to solve problems; OR an Associate degree with a minimum of 1 year of customer service experience
• Must be able to work onsite at our Brooklyn, NY location—no remote work options are available for this position
• Bilingual proficiency in Spanish with strong command of the English language, demonstrating the ability to assist customers fluently in both languages (note: training will be conducted in English)
• Professional written and verbal communication skills with excellent grammar and articulation
• Unwavering commitment to professionalism and delivering a positive customer service experience
• High level of computer proficiency, including comfort with multiple software applications and systems
• Ability to thrive in a fast-paced environment dealing with all types of customers and personalities
• Willingness to work evenings or overnight shifts with weekend schedule availability, as our services operate around the clock to serve NYC residents

Preferred Qualifications

• Previous experience in a governmental or public service contact center environment
• Familiarity with New York City municipal services and departments
• Demonstrated success in de-escalation techniques for handling frustrated or upset callers
• Strong multitasking abilities with excellent organizational skills
• Previous experience with CRM systems and call routing technologies

Skills & Competencies for Success

To excel in this role at arenaflex, you'll need a combination of technical skills and interpersonal abilities:

• Communication Excellence: Clear, articulate speech with the ability to convey complex information simply and empathetically
• Active Listening: Exceptional listening skills to understand caller needs fully before responding
• Problem-Solving: Strong analytical abilities to quickly identify issues and appropriate solutions or department referrals
• Emotional Intelligence: The capacity to remain calm and professional under pressure, especially with upset callers
• Adaptability: Flexibility to handle unexpected situations and diverse caller needs
• Time Management: Ability to manage call volume efficiently while maintaining quality service
• Team Player: Willingness to collaborate with colleagues and support staff to ensure comprehensive customer support
• Technical Aptitude: Comfort learning new software systems and navigating multiple applications simultaneously

Career Growth & Learning Opportunities

At arenaflex, we believe in investing in our people. When you join our team, you're not just starting a job—you're launching a career with real growth potential. Here's what you can expect:

• Comprehensive Paid Training: Our industry-leading training program will equip you with the knowledge and skills needed to succeed. You'll learn about NYC city services, our systems and processes, communication best practices, and more.
• Professional Development: As you grow in your role, you'll have access to ongoing training opportunities, workshops, and mentorship programs designed to help you advance.
• Career Advancement: Many of our supervisory, training, and management positions are filled from within. Your dedication and performance can pave the way for future leadership opportunities.
• Cross-Functional Exposure: You'll gain valuable experience working with different departments and service lines, broadening your skill set and understanding of the customer service industry.
• Industry Recognition: arenaflex is recognized globally for excellence in customer experience management, giving you the opportunity to be part of an award-winning organization.

Work Environment & Company Culture

Working at arenaflex means being part of a supportive, team-oriented environment where your contributions are valued and recognized. Our Brooklyn office fosters a collaborative atmosphere where everyone—from new hires to seasoned veterans—works together toward common goals.

We pride ourselves on maintaining a positive workplace culture that emphasizes:

• Respect & Inclusion: We value diverse perspectives and create an environment where every team member feels welcomed, respected, and empowered to succeed
• Work-Life Balance: While we serve around the clock, we strive to provide scheduling options that support your personal life and well-being
• Team Spirit: Regular team activities, recognition programs, and collaborative projects help build strong bonds among colleagues
• Community Connection: There's something uniquely fulfilling about helping your fellow New Yorkers navigate city services. Your work makes a tangible difference in your community
• Open Communication: We encourage feedback, ideas, and open dialogue to continuously improve our processes and work environment

Compensation & Benefits: What We Offer

At arenaflex, we recognize that our people are our greatest asset. That's why we offer competitive compensation and comprehensive benefits designed to support your well-being and financial security:

• Competitive Pay:
  • Bilingual hourly rate of $17 per hour during training
  • Bilingual hourly rate of $18-19 per hour after completing training (based on shift selection)
  • Additional weekly attendance and performance bonuses
• Health & Wellness:
  • Full health and wellness benefits starting Day 1 of employment, including medical, dental, and vision coverage
  • Employee assistance program for personal and professional challenges
• Time Off:
  • Paid time off to rest, recharge, and pursue personal interests
  • Holiday pay in accordance with company policy
• Financial Security:
  • 401(k) retirement plan to help you save for the future
  • Company-paid life insurance for peace of mind
• Additional Perks:
  • Employee discounts and special offers
  • Recognition programs for outstanding performance
  • Referral bonuses for bringing talented friends to our team

Why Choose Arenaflex?

Arenaflex partners with top companies around the world to deliver exceptional customer care services through our global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. We leverage world-class voice, chat, email, and social technologies to create seamless customer interactions.

With more than 11,000 employees serving top-tier clients across multiple industry verticals, arenaflex offers the stability of an established industry leader combined with the intimate feel of a local team. When you join arenaflex, you become part of something bigger—a global organization that's locally rooted in the communities we serve.

Join Our Team Today

If you're ready to take the next step in your career, we encourage you to apply today. We're looking for individuals who are passionate about helping others, committed to excellence, and eager to grow with a company that values its people.

At arenaflex, we believe that great customer service starts with great people—people like you. Bring your skills, your enthusiasm, and your determination to make a difference, and we'll provide the training, support, and opportunities you need to build a rewarding career.

Ready to start your journey with arenaflex? We can't wait to meet you.

Equal Opportunity Employer

Arenaflex is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

Applicants have rights under Federal Employment Laws, including the Family and Medical Leave Act (FMLA), Equal Employment Opportunity (EEO), and the Employee Polygraph Protection Act (EPPA).

Note: All arenaflex recruiting correspondence will come from a talent acquisition representative with an official @arenaflex e-mail address. Our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to the appropriate security contacts.

Position Location: This position requires onsite work at our Brooklyn, NY office located at 140 58th Street, Brooklyn, NY.

Apply Now and become part of the arenaflex family!