At arenaflex, we're committed to delivering exceptional customer experiences through innovative solutions and cutting-edge technology. As a leading provider of staffing services, we're seeking a highly skilled and motivated Customer Service Business Operations Support Specialist to join our team in Cumberland, RI. This is a contract position with a strong chance for a long-term extension, offering a unique opportunity to make a lasting impact on our business operations.
**About arenaflex**
arenaflex has been providing consulting opportunities to talented individuals since 1987. With a rich history of delivering exceptional results, we've established ourselves as a trusted partner in the staffing industry. Our commitment to excellence, innovation, and customer satisfaction drives everything we do. We're passionate about empowering our clients and employees to achieve their full potential, and we're excited to welcome a new team member who shares our vision.
**Job Summary**
As a Customer Service Business Operations Support Specialist, you'll play a critical role in ensuring the smooth operation of our customer service team. Reporting to the Sr. Manager of Channel Strategy & Customer Experience, you'll serve as the primary point of contact for our critical business systems and applications. Your expertise will be essential in managing a wide range of systems and applications, requiring broad business process knowledge and systems thinking to ensure seamless integration, optimization, and availability for customers and service teams.
**Primary Responsibilities/Accountabilities**
* Provide business support for applications supporting Customer Service Operations, escalating issues as appropriate, and monitoring escalations for timely resolution.
* Configure, maintain, and govern select business systems and manage access to applications for customer service operations.
* Document, maintain, and govern configuration files and business system documentation and records.
* Configure, monitor, report, and audit automated processes, including outbound calling campaigns, email, and other communication channels, to ensure systems and processes perform as expected and adhere to SLA agreements, State/Federal laws and regulations, and Customer Experience expectations.
* Collaborate with Product and IT teams to perform system maintenance, production incident problem management, identification of root cause, remediation of the problems, and provide off-hour support when required for product deployments and issues.
* Assist with the planning, evaluation, and implementation of functionality and features, including but not limited to IVR/IVA, Web, email, Chat, SMS 2-way Text, Speech Analytics, Bots, Agent CRM, Agent tools, and interaction routing strategies.
* Partner cross-functionally with Business and Product teams to build business application requirements for new systems and features, coordinate system testing, and ensure enhancements of systems and integrations run accurately and efficiently according to business requirements.
* Support release roll-out and deployment plans, contingencies, and back-out plans.
* Emergency and storm role commitment: This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service.
* The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.
**Qualifications**
* 3-5 years of experience required
* Looking for candidates that have worked with both Business and IT resources; someone who can take an issue and translate it to a developer
* The ability to recognize patterns in issues
* Candidate will act as the front line of support for the help desk
* Experience using Twilio is a plus
* Bachelor's Degree, preferably in Business or Information Technology or equivalent work experience
* Minimum of 5 years related experience; including digital channel management experience
* Experience working directly with IT resources and processes providing day-to-day application support for customer service teams, including troubleshooting, issue documentation and resolution, and performance optimization
* A curious, detail-oriented, and proactive problem solver with the ability to work well in team environments and in individual contributor capacities
* Excellent communication and organizational skills with the ability to manage a diverse set of products and projects simultaneously
**Preferred**
* Utility experience is preferred but not required
* Agile project management and/or business process improvement experience
* Experience working in a call center and/or digital product environment
* Experience with tools like Twilio, Sitecore, Salesforce, etc.
* Knowledge and understanding of customer systems within a regulated environment
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Service Business Operations Support Specialist, you'll have access to a range of training and development opportunities, including:
* Regular training sessions and workshops to enhance your skills and knowledge
* Mentorship programs to support your career growth and development
* Opportunities to work on high-profile projects and contribute to the success of our business
* A collaborative and supportive work environment that encourages innovation and creativity
**Work Environment and Company Culture**
arenaflex is a dynamic and fast-paced organization that values innovation, collaboration, and customer satisfaction. Our team is passionate about delivering exceptional results and making a lasting impact on our business operations. As a Customer Service Business Operations Support Specialist, you'll be part of a close-knit team that's dedicated to excellence and customer satisfaction.
**Compensation, Perks, and Benefits**
We offer a competitive salary and a range of benefits, including:
* A comprehensive benefits package, including health insurance, retirement savings, and paid time off
* Opportunities for professional development and career growth
* A dynamic and supportive work environment that encourages innovation and creativity
* A range of perks and benefits, including flexible work arrangements, employee recognition programs, and more
**How to Apply**
If you're a motivated and experienced professional with a passion for delivering exceptional customer experiences, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to welcome you to our team!
**Expected Salary:** Competitive salary range based on experience and qualifications.
**Location:** Cumberland, RI
**Apply Now:** [insert link to apply]