Experienced Business Operations Support Specialist – Customer Service Operations

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a key member of our Customer Service Operations team, you'll play a vital role in ensuring the seamless integration of our business systems and applications. If you're a detail-oriented, proactive problem solver with a passion for delivering outstanding results, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions that empower businesses to thrive in today's fast-paced digital landscape. With a strong commitment to customer satisfaction and employee engagement, we're dedicated to fostering a culture of collaboration, creativity, and continuous learning. Our team of experts is passionate about pushing boundaries and driving growth, and we're excited to welcome like-minded individuals to join our journey.

Job Summary

As a Business Operations Support Specialist, you'll serve as the primary point of contact for our critical business systems and applications, ensuring they're integrated, optimized, and available for our customers and service teams. You'll work closely with various Product teams to support the planning, design, build, and testing of optimal solutions for systems and applications. Your expertise will be invaluable in consulting with business partners across core platforms and departments, ensuring new initiatives are integrated with operational processes that positively impact the customer and employee experience.

Key Responsibilities

* 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.

Education and Experience

* 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 Qualifications

* Utility experience preferred but not required.

• Client 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.

What We Offer

* A dynamic and supportive work environment that fosters growth and development.

• Competitive salary and benefits package.
• Opportunities for professional growth and advancement.
• Collaborative and innovative team culture.
• Flexible work arrangements, including remote work options.
• Access to cutting-edge technology and tools.
• Recognition and rewards for outstanding performance.

How to Apply

If you're a motivated and results-driven individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!

Location

Cumberland, RI

Expected Salary

Competitive salary and benefits package.

Apply Now

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