Customer Support Specialist – Inbound Call Center, Digital Communication & Constituent Services (10am-6pm Eastern Time)

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Join arenaflex: Where Your Work Means Everything

How many people can honestly say, "I help find cures for cancer"? At arenaflex, our team takes this mission to heart every single day. Whether you're working directly with our constituents in one of our regional offices, supporting our operations from a home office, or serving as a specialist in our Information Resource Center, you contribute to something far greater than just a job—you help us move closer to curing leukemia, lymphoma, Hodgkin's disease, and myeloma while improving the quality of life for patients and their families.

arenaflex is a mission-centric, locally delivered, and nationally powered organization that is relentlessly pursuing cancer cures. We believe that every interaction with our constituents matters, and that's why we're looking for a dedicated Customer Support Specialist to join our team. If you're passionate about making a difference and want your work to have real meaning, we invite you to apply and discover what it truly means to give new meaning to the word "job."

About This Opportunity

We are currently seeking a talented and motivated Customer Support Specialist to serve as the frontline support for our external constituents through our general phone lines, email inboxes, live chat, text messaging, and other evolving communication channels. This role is critical in ensuring that every person who reaches out to arenaflex receives the exceptional service they deserve—whether they're seeking information about our campaigns, need assistance with donations, have questions about patient resources, or require help navigating our systems.

As a key member of our Customer Experience team, you will perform a variety of operational support functions while providing outstanding internal and external customer service. This position requires someone who thrives in a fast-paced environment, possesses excellent communication skills, and is committed to resolving issues with empathy, efficiency, and professionalism.

What You'll Do: Key Responsibilities

As a Customer Support Specialist at arenaflex, your primary focus will be delivering seamless support to our constituents through multiple channels. Here's what you can expect to handle in this role:

• Multi-Channel Customer Support: Manage and respond to inquiries received through our general phone lines, email inboxes, live chat, text messaging, and other evolving communication tools. You'll be the friendly voice and helpful presence that constituents encounter when they reach out to arenaflex.


• Inbound Call Handling: Answer inbound calls from arenaflex constituents daily, effectively troubleshooting issues and questions related to our campaigns, systems, policies, and programs. You'll need to be comfortable navigating complex information and providing accurate, helpful responses.


• Case Resolution & Follow-Up: Assume full ownership of constituent issues, including proper follow-through until resolution. You'll be responsible for ensuring constituent satisfaction within your assignment and authority, documenting all interactions thoroughly.


• Relationship Building: Maintain a professional manner and excel at establishing rapport with constituents quickly. Building trust and rapport is essential in our mission-driven environment where people may be reaching out during challenging times.


• Documentation & Record-Keeping: Accurately record key details of all interactions in our designated software applications. Your documentation will help improve our processes and ensure continuity of care for every constituent.


• Email & Ticket Management: Handle and resolve customer service tickets submitted through our support email system, including requests from various arenaflex campaign inboxes, voicemails, and external vendor or sales requests.


• Operational Support Functions: Execute internal operations support including, but not limited to: processing refunds, making account adjustments, issuing receipts, managing unsubscribes, processing reimbursements, and other transactional tasks.


• Confidentiality & Compliance: Maintain the strictest confidentiality when handling sensitive information, especially when operating within banking systems and accessing financial data. Following detailed workflows and security protocols is essential.


• Continuous Learning: Maintain a strong working knowledge of assigned campaigns, functions, and evolving tools. Stay updated on new initiatives, policy changes, and best practices.


• Feedback & Improvement: Provide regular customer feedback to the Customer Service Manager in weekly occurrences to help improve our services and constituent experience.

What We're Looking For: Qualifications & Requirements

Minimum Requirements

• Education: Bachelor's Degree from an accredited institution. We value the critical thinking and communication skills that come with higher education.


• Experience: At least one year of related call center and customer service experience. You should be comfortable handling high-volume inquiries and managing challenging conversations with grace.


• Technical Skills: Proficiency in Microsoft Office Suite and the ability to navigate multiple software programs simultaneously. You'll be working with various systems and tools daily.


• Background Check: Must pass an FCRA-accredited background check, as this role may involve access to sensitive financial and constituent information.

Preferred Qualifications

• Bilingual (Spanish): Strong Spanish language skills are highly preferred but not required. Given our diverse constituent base, bilingual team members are invaluable in providing equitable service to all communities.


• Healthcare or Non-Profit Experience: Previous experience in a healthcare, nonprofit, or mission-driven organization is a plus, as you'll be working with constituents who may be patients, caregivers, donors, or volunteers.


• CRM Experience: Familiarity with customer relationship management systems and ticketing platforms.

Essential Skills & Competencies

To thrive in this role at arenaflex, you'll need to bring more than just technical qualifications. We're looking for someone who embodies our values and demonstrates the following competencies:

• Exceptional Communication Skills: You must articulate clearly, listen actively, and write professionally. Whether on the phone, in writing, or in person, your communication style should be clear, empathetic, and professional.


• Empathy & Compassion: Our constituents often reach out during difficult times. The ability to empathize, show compassion, and provide reassurance is crucial.


• Problem-Solving Abilities: You should be adept at identifying issues, analyzing situations, and implementing effective solutions while working within established guidelines.


• Adaptability: Our tools, technologies, and processes evolve continuously. You must be comfortable learning new systems and adapting to change.


• Attention to Detail: Accurate documentation and meticulous attention to processes—especially when handling financial transactions—is essential.


• Time Management: With multiple channels to monitor and various tasks to complete, strong time management and organizational skills are a must.


• Team Player: Collaboration with colleagues across departments ensures the best outcomes for our constituents.


• Integrity & Confidentiality: Handling sensitive information requires the highest level of integrity and discretion.

Work Environment & What to Expect

Schedule & Hours

This position operates during standard business hours from 10:00 AM to 6:00 PM Eastern Time. However, we serve a national constituency, so some flexibility with evening and weekend work may be required occasionally to support important campaigns, events, or peak periods. We value work-life balance and strive to provide predictable schedules whenever possible.

Travel Expectations

Occasional travel may be required for national and department meetings. These gatherings are valuable opportunities to connect with colleagues, learn about organizational updates, and collaborate in person. Travel requirements are minimal and typically planned well in advance.

Physical Demands

The physical demands of this role are minimal and typical of similar positions in comparable organizations. The role is primarily sedentary, involving computer work, phone communication, and virtual meetings. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.

Remote Work

This is a remote position (#LI-Remote), allowing you to work from the comfort of your home office. We provide the necessary equipment and technology to ensure you have everything you need to succeed. You'll need a reliable internet connection, a quiet workspace, and the ability to maintain professionalism in a virtual environment.

Why arenaflex? The Employee Value Proposition

At arenaflex, we believe that our employees are our greatest asset. When you join our team, you become part of something bigger than yourself—you become a crucial piece in our mission to cure cancer and support those affected by it. We recognize that our team members deserve to be supported, rewarded, and empowered to do their best work.

Comprehensive Benefits Package

As a valued member of arenaflex, you are eligible for our comprehensive benefits package, which includes:

• Health Insurance: Medical, dental, and vision coverage to keep you and your family healthy.


• Life Insurance: Employer-provided life insurance for peace of mind.


• Retirement Plan: A 403(b) retirement plan with generous employer contributions to help you save for the future.


• Paid Time Off: Generous PTO that allows you to recharge and maintain work-life balance.


• Paid Holidays: We observe federal paid holidays throughout the year.


• Wellness Program: Access to resources and programs designed to support your physical, emotional, and financial well-being.


• Employee Assistance Program (EAP): Confidential support services for personal and professional challenges.

Compensation

We are excited to share that the base pay range for this hourly position is $44,000 ($24/hour) to $60,000 ($32/hour). The offered compensation may vary based on factors such as geographic location, business need, market conditions, proficiencies, education, and experience. At arenaflex, we place a high value on internal pay equity and will consider the current compensation of similarly situated roles and direct team members.

Base compensation is only one component of our Total Rewards program, which also includes an annual incentive plan and our competitive benefits package. We regularly review our compensation structures to ensure we remain competitive and fair.

Career Growth & Development

We believe in investing in our employees' growth and development. When you join arenaflex, you're not just taking a job—you're starting a career path with opportunities for advancement. Here are some of the ways we support your professional development:

• Training & Development: Comprehensive onboarding and ongoing training to help you succeed in your role and develop new skills.


• Career Pathways: Clear advancement opportunities within the Customer Experience team and across the organization.


• Mentorship: Access to experienced colleagues and leaders who can guide your professional growth.


• Cross-Functional Exposure: Opportunities to work with different departments and learn about various aspects of our mission.


• Professional Certifications: Support for obtaining relevant certifications that enhance your skills and career prospects.

Our Culture & Commitment to Diversity

arenaflex is committed to diversity, equity, and inclusion in our workplace. We believe that a diverse team makes us stronger and better equipped to serve our constituents. We are an equal employment opportunity employer and welcome individuals from all backgrounds to join our mission.

All qualified applicants will receive consideration for employment without regard to sex, gender, gender identity and expression (including transgender status), sexual orientation, pregnancy, age, race, color, creed, national origin/ancestry, citizenship, religion, genetic predisposition or information, physical or veteran status, or any other characteristic protected by law.

We seek skilled and qualified individuals who share our passion for curing cancer and supporting patients and families. When you join arenaflex, you'll become part of a cohort of dedicated professionals who have chosen to make a difference.

Apply Today: Let's Achieve Something Meaningful Together

If you're ready to turn your career into something truly meaningful, we encourage you to apply for this Customer Support Specialist position at arenaflex. You'll join a team of passionate individuals who are making a real impact in the lives of those affected by blood cancer.

At arenaflex, work isn't just about earning a paycheck—it's about contributing to a cause that saves lives. Every interaction you have, every problem you solve, and every constituent you help brings us one step closer to finding cures and supporting patients and their families through their journeys.

We can't wait to welcome a new team member who is ready to make a difference. Apply now and take the first step toward a rewarding career where your work truly matters.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of employees. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the organization. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.