Remote Customer Experience Specialist – Fiber, Wireless & Voice Internet Support | $20/hr | Hybrid/Remote Opportunity

Join arenaflex: Where Connectivity Meets Compassionate Customer Care

Are you a customer service professional who thrives on solving problems, building relationships, and making technology feel simple for everyday people? arenaflex, a rapidly growing Colorado-based broadband provider, is looking for a dedicated and personable Remote Customer Experience Specialist to join our expanding team. For over a decade, arenaflex has been at the forefront of delivering high-speed fiber internet, reliable wireless connectivity, and crystal-clear voice services to homes and small businesses across the region. As we continue to grow our customer base and expand our service footprint, we are searching for talented individuals who can serve as the trusted first point of contact for our valued subscribers.

This isn’t just another customer service job. This is your opportunity to become the face of arenaflex, helping customers transition seamlessly onto our network, resolving their most pressing concerns, and ensuring every interaction reflects our commitment to excellence, urgency, and genuine care. Whether you’re guiding a new homeowner through their first fiber installation, troubleshooting a connectivity issue for a small business owner, or helping a Spanish-speaking customer understand their billing statement, your work will directly shape the reputation of one of the most exciting broadband providers in the industry.

About the Role

We are hiring a Customer Experience Specialist for a 6-month contract-to-hire position, offering a competitive pay rate of $20 per hour on a W2 basis. This role follows a hybrid work model based out of our Woodland Park, Colorado hub, with the flexibility to work remotely for candidates located in the Denver Metro Area. To ensure every new team member is fully equipped to represent arenaflex with confidence, the first three weeks of employment will require mandatory on-site training, five days per week. For candidates traveling to Woodland Park for training, comfortable hotel accommodations will be provided at no cost to you.

After the initial training period, you’ll transition into a hybrid or fully remote schedule, depending on your location, while continuing to deliver best-in-class service to our rapidly growing customer base. This is more than a job—it’s a career pathway with arenaflex, and we are committed to investing in your professional development from day one.

Key Responsibilities

As a Customer Experience Specialist at arenaflex, you will be the heartbeat of our customer journey. Your day-to-day responsibilities will include, but are not limited to:

• Customer Onboarding: Welcome new fiber, wireless, and voice internet subscribers to the arenaflex family, guiding them through the activation process, explaining service features, and ensuring a smooth and positive first impression of our brand.
• Account Management: Address a wide range of account-related questions, including service plan details, equipment, installation appointments, and general account navigation, while maintaining accurate records in our customer relationship management (CRM) platform.
• Ticketing System Workflow: Efficiently manage, prioritize, and resolve customer inquiries through our internal ticketing system, ensuring every case is documented, tracked, and closed in a timely manner that meets or exceeds our service-level agreements.
• Billing and Payments Support: Handle billing inquiries with precision and empathy, including invoice explanations, payment processing, prorated charges, and account adjustments, while identifying opportunities to educate customers on available plans and cost-saving options.
• Interdepartmental Communication: Serve as a critical liaison between customers and internal teams—including technical support, field operations, and billing departments—facilitating clear, timely, and effective communication to resolve complex issues.
• Issue Resolution and Escalation: Demonstrate urgency and ownership when troubleshooting service disruptions, network outages, or equipment issues, escalating to appropriate teams when necessary while keeping the customer informed every step of the way.
• Customer Education: Empower subscribers to get the most out of their arenaflex services by providing tips, tutorials, and best practices for optimizing their home or business connectivity.
• Feedback Collection: Actively listen to customer feedback, identify recurring pain points, and share insights with leadership to help shape continuous improvements in products, services, and the overall customer experience.
• Brand Ambassadorship: Represent arenaflex’s core values in every interaction—approaching each customer with empathy, professionalism, and a genuine desire to help.

Essential Qualifications and Experience

To thrive in this role, you’ll need a solid foundation of customer service experience, along with industry-specific knowledge that will allow you to hit the ground running. Specifically, we are looking for candidates who possess:

• 2+ years of customer service experience in a professional setting, preferably in a call center, help desk, or customer-facing role.
• Prior experience supporting a Fiber, Wireless, or Voice Internet Service Provider (ISP)—a strong understanding of broadband technologies, service plans, and common connectivity challenges is essential.
• Hands-on experience working with a ticketing system (such as Zendesk, Freshdesk, Salesforce Service Cloud, or similar platforms) to log, track, and resolve customer issues.
• High School Diploma or GED (required); additional education or certifications in communications, business, or information technology is a plus.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts in simple, easy-to-understand terms.
• Strong problem-solving abilities and a knack for thinking on your feet to resolve customer concerns quickly and effectively.
• Tech-savvy mindset, comfortable navigating multiple software platforms, learning new systems, and adapting to evolving technology.
• Reliability and a strong work ethic, with the ability to work independently in a remote environment while still collaborating effectively with a distributed team.

Preferred (Nice-to-Have) Qualifications

While not required, the following skills and experiences will make you stand out as a candidate:

• Bilingual fluency in Spanish and English—arenaflex serves a diverse customer base, and Spanish-speaking support specialists are in high demand to better serve our growing Hispanic and Latino communities.
• Previous experience in a contract-to-hire or temporary-to-permanent role.
• Familiarity with broadband installation processes, home networking equipment (modems, routers, mesh systems), and basic troubleshooting techniques.
• Experience working in a hybrid or fully remote customer support environment.
• A demonstrated ability to upsell or cross-sell services in a customer-friendly, non-pushy manner.

Skills and Competencies for Success

At arenaflex, we believe that great customer service is both an art and a science. Beyond your resume, we’re looking for individuals who embody the following competencies:

• Empathy and Active Listening: You genuinely care about understanding the customer’s perspective before jumping to solutions.
• Resilience: You can handle challenging conversations with grace, de-escalate frustrated customers, and maintain a positive attitude throughout the day.
• Attention to Detail: You understand that small errors in billing or account management can lead to big frustrations for customers.
• Time Management: You can juggle multiple customer interactions without sacrificing quality or accuracy.
• Adaptability: The broadband industry evolves quickly, and you’re excited to learn about new technologies, products, and processes.
• Team Collaboration: You thrive in a team environment and understand that great customer experiences are the result of collective effort.

Career Growth and Learning Opportunities

At arenaflex, we don’t just hire employees—we build careers. When you join us as a Customer Experience Specialist, you’re stepping onto a career ladder with multiple paths for advancement. As we continue to grow, we’re constantly creating new roles in team leadership, technical support, training and quality assurance, account management, and beyond. We invest in our people through:

• Comprehensive paid training programs during your first three weeks and ongoing learning opportunities thereafter.
• Mentorship from experienced team leaders and subject matter experts in broadband technology.
• Access to professional development resources, including workshops, webinars, and certification programs.
• Clear pathways to permanent employment upon successful completion of the 6-month contract, with the potential to grow into specialized or leadership roles.
• A culture that promotes from within and rewards high performers with new challenges and responsibilities.

Work Environment and Company Culture

arenaflex is more than a broadband provider—we’re a community. Our culture is built on the principles of integrity, innovation, inclusion, and customer obsession. We believe that happy employees create happy customers, which is why we work hard to foster a supportive, collaborative, and fun work environment. When you join arenaflex, you can expect:

• A hybrid/remote-friendly work model that gives you the flexibility to do your best work from wherever you’re most productive (after the initial training period).
• A diverse and inclusive team that values different perspectives, backgrounds, and life experiences.
• Regular team-building events, recognition programs, and celebrations that make work feel less like work.
• Open-door leadership—your ideas and feedback are not only welcomed, they’re actively sought out.
• A mission-driven organization that takes pride in connecting communities and bridging the digital divide.

Compensation, Perks, and Benefits

We believe in taking care of our team members. In addition to a competitive hourly rate of $20 per hour (W2), arenaflex offers a comprehensive benefits package that may include:

• Paid training with all travel-related expenses (including hotel accommodations) covered during the initial on-site training period.
• Health, dental, and vision insurance options for eligible employees.
• Paid time off (PTO) and holiday pay.
• 401(k) retirement plan with company match (for permanent employees).
• Employee discounts on arenaflex fiber, wireless, and voice services.
• Career advancement opportunities within a fast-growing company.
• A supportive, remote-friendly work environment with the tools and technology you need to succeed.

Note: Specific benefits may vary based on employment status (contract vs. permanent) and will be discussed in detail during the interview process.

How to Apply

If you’re ready to take the next step in your customer service career and join a company that truly values its people and its customers, we want to hear from you. This is your chance to join arenaflex at an exciting time of growth, contribute to a team that’s making a real difference in how people connect, and build a long-term career in one of the most dynamic industries in the world.

Don’t wait—our team is growing fast, and we’re reviewing applications on a rolling basis. Take the first step toward a rewarding career with arenaflex today. We can’t wait to welcome you to the team!