Experienced Part-Time Customer Support Specialist – Delivering Exceptional Service in Transportation Demand Management for a Better World

Introduction to arenaflex

Imagine being part of a global team that is driven by a common purpose to deliver a better world. At arenaflex, we are the world's trusted infrastructure consulting firm, partnering with clients to solve the world's most complex challenges and build legacies for future generations. Our work helps people and communities thrive, whether it's improving commutes, keeping the lights on, providing access to clean water, or transforming skylines. With accelerating infrastructure investment worldwide, our services are in great demand, and we invite you to bring your bold ideas and big dreams to become part of our team.

Job Overview

We are seeking a highly skilled and experienced Part-Time Customer Support Specialist to join our CTrides project, which manages the statewide transportation demand management (TDM) program and the customer service for CTrail Shore Line East and Hartford Line for the Connecticut Department of Transportation. As a Customer Support Specialist, you will be responsible for providing accurate and timely responses to commuters and others who are seeking information and assistance related to commuter travel in Connecticut. This is a weekend position, working from 7 am-6 pm Eastern Time, and you will be primarily based remotely, with occasional requirements to attend training and meetings in the office.

Key Responsibilities

• Provide accurate, polite, and responsive telephone, email, and web-based customer service support to commuters and other stakeholders.
• Develop familiarity with transportation services in Connecticut, including schedules, routes, and service alerts.
• Multi-task across multiple web-based and printed sources to locate relevant transportation information and respond to customer inquiries.
• Use Live Chat programs to respond to customer inquiries online and provide written responses to email inquiries.
• Compile and issue time-sensitive service alerts via multiple communication channels, including email, social media, and text messaging.
• Create and provide customized commute plans based on an individual's travel needs, taking into account their preferred mode of transportation, budget, and schedule.
• Conduct outbound follow-up calls to provide a second level of customer service, ensuring that customers' issues are resolved and their concerns are addressed.
• Perform administrative tasks to support the outreach and marketing team, including data entry, report generation, and social media management.
• Communicate with transportation providers to gather and update route and schedule services, ensuring that customers have access to the most up-to-date information.
• Utilize CMS and other computer programs and office equipment to accomplish assigned tasks, including customer relationship management software, email marketing tools, and social media scheduling platforms.

Essential Qualifications

• High school diploma or equivalent, plus two years of experience in customer service or a related field, or demonstrated equivalency of experience and/or education.
• Excellent communication and interpersonal skills, with the ability to provide clear and concise information to customers and stakeholders.
• Strong attention to detail, with the ability to multitask and prioritize tasks in a fast-paced environment.
• Good time management skills, with the ability to meet deadlines and respond to customer inquiries in a timely manner.
• Ability to work independently and as part of a team, with a strong commitment to delivering exceptional customer service.

Preferred Qualifications

• Previous customer service experience in a transportation or logistics environment, with a strong understanding of transportation systems and services.
• Experience using Microsoft Office or Gsuite products, including Word, Excel, PowerPoint, and Google Docs.
• Strong analytical and problem-solving skills, with the ability to analyze data and provide insights to improve customer service and operational efficiency.
• Ability to work in a remote environment, with a strong commitment to staying connected with the team and delivering results in a virtual setting.

Career Growth and Development

At arenaflex, we are committed to helping our employees grow and develop in their careers. As a Customer Support Specialist, you will have access to a range of training and development opportunities, including on-the-job training, mentorship programs, and professional development courses. You will also have the opportunity to work on a range of projects and initiatives, developing your skills and expertise in customer service, transportation management, and logistics.

Work Environment and Company Culture

At arenaflex, we are proud of our diverse and inclusive culture, where everyone is valued and respected. We believe in fostering a culture of equity, diversity, and inclusion, where our employees can bring their whole selves to work and thrive. Our work environment is dynamic and fast-paced, with a strong focus on collaboration, innovation, and customer satisfaction. We offer a range of benefits and perks, including flexible working arrangements, professional development opportunities, and a comprehensive benefits package.

Compensation and Benefits

At arenaflex, we offer a competitive compensation and benefits package, including a range of benefits such as medical, dental, and vision insurance, life insurance, disability benefits, paid time off, and a retirement savings plan. We also offer a range of perks and benefits, including flexible working arrangements, professional development opportunities, and a comprehensive wellness program.

Conclusion

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Customer Support Specialist at arenaflex, you will have the opportunity to work on a range of projects and initiatives, developing your skills and expertise in customer service, transportation management, and logistics. You will be part of a dynamic and fast-paced team, with a strong focus on collaboration, innovation, and customer satisfaction. Apply now to join our team and help us deliver a better world.

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