Experienced Customer Service Representative – Real Estate Support Services

At arenaflex, we're passionate about connecting individuals with rewarding employment opportunities and fostering a culture of inclusivity and diversity. As a global leader in talent acquisition and HR solutions, we're committed to delivering unparalleled service to clients, fostering employee growth, and building enduring partnerships. We're seeking an experienced Customer Service Representative to join our Support Services team in New York City, NY.

About the Role

In this multifaceted position, you'll play a vital role in addressing challenges and providing valuable education to NYC real estate professionals, arenaflex customers, and internal teams by supporting our products and services. This role is divided into two key areas: Account Management and Program Management.

Account Management

Your focus will be on addressing the needs of arenaflex users, ensuring they receive exceptional support. You'll be responsible for essential account activities such as:

• Account and listing maintenance
• Onboarding
• Educational initiatives
• Identification of site feedback and bugs

Program Management

You'll dive into the realm of program oversight processes where you'll be responsible for maintaining quality of service for various operations that drive key business functions. This includes:

• Maintaining quality of service for various operations
• Managing and enforcing the Agent and Brokerage Accountability programs
• Implementing Listing and Account Quality Control measures

Responsibilities

As a Customer Service Representative, you'll:

• Manage a high volume of customer inquiries via email and live chat, with inquiries relating to site usability, information accuracy, billing, and accounts for the arenaflex & Out East brands
• Recognize problems, find resolutions, and provide feedback for site improvements to arenaflex & Out East product teams
• Continuously build, test, assess, and improve systems, processes, and policies to help contribute to overall site satisfaction
• Actively participate in user education and training presentations, agent relationships, and general site improvement discussions for related brands
• Educate, prepare, and set clear expectations for all users based on site policies to ensure a positive user experience
• Facilitate program oversight processes that minimize bad listing behavior by leveraging data to identify and improve key problem areas
• Maintain relationships with landlord partners to ensure they are set up for success, and happy with our products and services
• Oversee the listing approval process to thoroughly vet and maintain high listing quality with minimal disruption to partners
• Facilitate the seamless onboarding and comprehensive education of new brokerage and landlord partners to aid their success in advertising on arenaflex
• Identify potential revenue opportunities for the business under the Support Services purview
• Ensure that the site operates in full compliance with all applicable laws and regulations (involves collaboration with Legal, Strategy, PE&O, and other cross-functional teams/stakeholders)

Requirements

To be successful in this role, you'll need:

• Previous experience in customer service or client support roles
• Comfortable simultaneously managing high volumes of customer contact through email and live chat and prioritizing tasks effectively
• A teammate who can communicate effectively with internal and external stakeholders and can adapt quickly to change
• Excellent customer service and creative problem-solving skills; you're organized, timely, empathetic, inventive, savvy, and love finding new ways to tackle issues
• Passionate about educating others and upholding arenaflex policies to ensure compliance and a positive user experience
• Ambiguous and ready to proactively identify opportunities that will contribute to business goals
• Proficiency in the Google Drive suite of tools
• Available to be scheduled on a rotating weekend schedule (typically no more than 2 weekend days a quarter)
• Have a desire to understand the New York City real estate market

What We Offer

As a valued member of our team, you'll enjoy:

• Competitive compensation: $23 per hour
• Comprehensive benefits package (subject to eligibility)
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Access to cutting-edge technology and tools
• Flexible scheduling and work-life balance

About Us

arenaflex is a global leader in talent acquisition and HR solutions, committed to delivering unparalleled service to clients, fostering employee growth, and building enduring partnerships. We're dedicated to understanding your career aspirations and providing a supportive and inclusive work environment. As an Equal Opportunity Employer, we value diversity and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected group status.

How to Apply

If you're passionate about delivering exceptional customer service and making a meaningful impact in the real estate industry, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job