**Experienced Night Shift Customer Service Representative – Hybrid Call Center Role at arenaflex, Jersey City, NJ**

About arenaflex

Welcome to arenaflex, a forward‑thinking leader in the gaming and entertainment industry. With a global footprint that spans continents, arenaflex is dedicated to delivering unforgettable experiences through cutting‑edge technology, innovative products, and a culture that values collaboration, creativity, and continuous improvement. Our Jersey City hub is a vibrant, tech‑savvy environment where talent thrives, ideas flourish, and every team member plays a pivotal role in shaping the future of interactive entertainment.

Why Join arenaflex?

• Impactful Work: Your voice will directly influence customer satisfaction and brand loyalty.
• Hybrid Flexibility: Enjoy a balanced schedule with 3 days in the office and 2 days working from home.
• Growth Opportunities: Access to ongoing training, mentorship, and career‑advancement pathways.
• Competitive Compensation: Attractive base salary, performance bonuses, and comprehensive benefits.
• Inclusive Culture: A diverse, supportive workplace that celebrates individuality and teamwork.

Key Responsibilities

As a Night Shift Customer Service Representative, you will be the frontline advocate for arenaflex’s customers, ensuring every interaction is handled with professionalism, empathy, and efficiency. Your day‑to‑day duties will include:

• Managing high‑volume inbound and outbound calls, live chats, and email inquiries during the 11 pm–8 am shift.
• Diagnosing and resolving product or service issues, ranging from technical glitches to billing questions.
• Utilizing arenaflex’s CRM, knowledge base, and call‑center tools to document interactions and track resolution progress.
• Maintaining call‑center metrics such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Actively participating in daily huddles, training sessions, and coaching opportunities to refine skills and stay updated on new features.
• Collaborating with cross‑functional teams (Product, Technical Support, Billing) to ensure a seamless customer journey.
• Adhering to arenaflex’s policies, procedures, and compliance standards at all times.

Essential Qualifications

• High School Diploma or equivalent; associate or bachelor’s degree preferred.
• Minimum of 1 year of customer service experience in a contact‑center or retail environment.
• Proficiency in English; fluency in Spanish is a strong advantage.
• Strong verbal and written communication skills, with the ability to convey complex information clearly.
• Comfortable with repetitive computer use, including typing, mouse navigation, and data entry.
• Excellent problem‑solving abilities and a proactive mindset for troubleshooting.
• Adaptability to changing priorities and a fast‑paced work environment.

Preferred Qualifications

• Experience with CRM systems (e.g., reputed company, reputed company) and call‑center platforms.
• Basic technical troubleshooting skills, including familiarity with operating systems and web browsers.
• Knowledge of online gaming, iCasino, or sports‑betting platforms.
• Previous night‑shift or 24/7 support experience.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Active Listening: Ability to capture details, ask clarifying questions, and empathize with customers’ concerns.
• Time Management: Efficiently balance quality and quantity while meeting performance targets.
• Team Collaboration: Work seamlessly with peers and supervisors to achieve shared goals.
• Continuous Learning: Eagerness to absorb new information, adapt to updates, and apply best practices.

Career Growth & Learning Opportunities

At arenaflex, we believe that every employee’s journey is unique. As a Night Shift Representative, you will have access to:

• Structured onboarding programs that cover arenaflex’s products, processes, and culture.
• Ongoing coaching and performance reviews to help you refine skills and set career goals.
• Cross‑training sessions that open doors to roles in Technical Support, Product Management, or Sales.
• Leadership development workshops for high‑potential team members.
• Mentorship from seasoned professionals who share insights and guidance.

Work Environment & Culture

Our Jersey City office is a modern, collaborative space designed to inspire creativity and teamwork. Key highlights include:

• Open‑plan workstation