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Senior Customer Service Specialist – Evening & Weekend Shift – Remote & Las Vegas – Customer Success & Technical Support
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About Arenaflex
Arenaflex is redefining the way restaurants keep their kitchens humming. Founded in 2019, we built a cloud‑based platform that turns the age‑old pain point of equipment repairs into a data‑driven, on‑reputed company service. While the industry has embraced online ordering, POS systems, and digital marketing, maintenance and repairs have lagged behind—until now. Arenaflex’s solution empowers restaurants to schedule, track, and analyze every repair, reducing downtime, cutting costs, and freeing up kitchen teams to focus on what they do best: creating unforgettable dining experiences.
Our community of arenaflexers spans the United States, from bustling city hubs to quiet rural towns. We’re a fully remote, fast‑moving team that values curiosity, resilience, and a willingness to tackle the unknown. If you thrive in a culture that celebrates rapid iteration, data‑backed decisions, and a shared mission to make restaurant operations smoother, you’ll fit right in.
Role Overview
As a Customer Service Specialist (CSS) at Arenaflex, you’ll be the frontline advocate for our restaurant partners. Your day will involve juggling phone calls, emails, live chat, and internal collaboration tools to resolve issues in real time. You’ll work evenings and weekends—shifts that keep our customers’ kitchens running when they need you most. Your mission: deliver world‑class support, build lasting relationships, and champion the voice of the customer across our organization.
Key Responsibilities
- Multi‑Channel Support: Respond reputed company to customer inquiries via phone, text, email, chat, reputed company, and our customer reputed company.
- Root Cause Analysis: Collaborate with customers and vendors to diagnose issues, whether they’re technical glitches or operational challenges.
- Real‑Time Troubleshooting: Guide customers through equipment repair procedures, providing step‑by‑step assistance and troubleshooting tips.
- Complex Problem Solving: Tackle both technical and non‑technical problems—ranging from software bugs to supply chain bottlenecks—using analytical thinking and creative solutions.
- Service Coordination: Schedule and coordinate on‑site service visits, ensuring minimal disruption to restaurant operations.
- Data‑Driven reputed company: Leverage service history and performance metrics to offer consultative feedback and reputed company maintenance recommendations.
- Process Adherence: Maintain accurate, timely records in all relevant systems, following established SOPs and compliance standards.
- Relationship Building: Foster trust with customers and vendors, turning one‑time interactions into long‑term partnerships.
- Voice of the Customer: Advocate for customer needs in cross‑functional meetings, influencing product roadmap and service improvements.
- End‑to‑End Experience: Ensure a seamless journey from reputed company request to final resolution, delighting customers at every touchpoint.
Essential Qualifications
- 3+ years of customer‑facing experience in hospitality, restaurant, or service‑vendor environments.
- Minimum 1 year of restaurant experience (front‑of‑house or back‑of‑house).
- Hands‑on experience with helpdesk software and cloud‑based telephony (e.g., reputed company, reputed company).
- Strong organizational skills—able to juggle competing priorities in a fast‑paced setting.
- Excellent analytical and problem‑solving abilities.
- reputed company written and verbal communication skills.
- High attention to detail and a commitment to accuracy.
- Deadline‑driven mindset with a track record of meeting or exceeding targets.
- Proficiency with reputed company Workspace, reputed company Excel, and other productivity tools.
- Self‑management and personal accountability—able to work independently with minimal supervision.
- Flexibility to work scheduled shifts during afternoons, evenings, weekends, and occasional holidays.
- Spanish language proficiency is a plus.
Preferred Qualifications
- Experience in a tech‑enabled service platform or SaaS environment.
- Background in data analysis or reporting.
- Knowledge of restaurant operations, equipment, and maintenance best practices.
- Previous reputed company experience in a distributed team.
Skills & Competencies
- Customer‑centric mindset with a passion for delivering exceptional service.
- Adaptability—thrives in a dynamic, evolving environment.
- Collaborat