Experienced Bilingual ASL-Fluent Videophone Customer Care Agent – Tier 1 Remote Support Specialist (Accessibility & Language Services)

About arenaflex

arenaflex is a forward-thinking, mission-driven organization committed to harnessing the power of language to connect diverse people and enrich the human experience. As a recognized leader in the language services industry, arenaflex blends patented, cutting-edge technology with human-centric solutions to bridge communication gaps for underrepresented communities. Our service portfolio spans video relay services, call captioning, over-video and in-person sign language interpreting, spoken language interpreting, translation, real-time captioning, and post-production language services.

Our vision is to provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words. As a minority-owned company, arenaflex is deeply committed to expanding opportunities for underserved communities while fostering an inclusive, equitable workplace for our own team members. We invest in our people, embrace diversity in all its forms, and continually push the boundaries of what accessible communication can look like in a modern, interconnected world.

Position Overview

arenaflex is currently hiring an experienced, ASL-fluent Videophone Customer Care Agent – Tier 1 to join our remote customer support team. In this role, you will be the first point of contact for customers and internal personnel reaching out through videophone, live chat, email, and other digital channels. Your mission will be to deliver exceptional service, troubleshoot issues, manage accounts, and provide training on our products and services, all while creating a friendly, supportive experience that builds lasting customer loyalty.

This is an excellent opportunity for a customer service professional who is fluent in American Sign Language (ASL) and passionate about accessibility, inclusion, and meaningful communication. If you thrive in a fast-paced environment, love solving problems, and want to make a real difference in people's lives every single day, arenaflex wants to hear from you.

Key Responsibilities

• Provide timely, accurate, and empathetic support to existing and potential customers across multiple contact channels, including videophone, email, live chat, and other communication methods.
• Answer a wide range of questions related to account management, new product installation, feature functionality, billing inquiries, and general service information.
• Promote arenaflex products, features, and services by identifying customer needs and recommending appropriate solutions that enhance their communication experience.
• Deliver a friendly, supportive, and professional customer experience on every interaction, ensuring customers feel heard, valued, and respected.
• Resolve customer issues efficiently, escalating complex cases to Tier 2 or specialized teams when necessary while maintaining ownership of the customer relationship.
• Provide basic training and guidance to customers on the functionality and features of all applicable arenaflex products and services.
• Follow all department policies, procedures, and quality standards consistently to ensure compliance and service excellence.
• Ensure full compliance with FCC regulatory requirements related to the services provided, including proper documentation and reporting.
• Manage cases and time effectively, maintaining detailed records of customer interactions, transactions, and follow-up actions in the CRM system.
• Complete additional duties, projects, and initiatives as assigned by leadership to support team and organizational goals.

Essential Qualifications

• Fluency in American Sign Language (ASL) – Must be fluent in ASL to communicate effectively with Deaf and Hard-of-Hearing customers via videophone. This is a non-negotiable requirement for the role.
• Education – High School diploma or equivalent is required.
• Experience – Minimum of one (1) year of customer service experience or an equivalent combination of education, training, and relevant work experience.
• Communication Skills – Professional and courteous presence across phone, videophone, and electronic communications. Ability to write clear, concise correspondence and effectively present information in one-on-one and small group situations.
• Customer Service Knowledge – Solid understanding of customer service principles and processes, including customer needs assessments, meeting quality standards, and evaluating customer satisfaction.
• Active Listening – Strong active listening skills with the ability to give full attention to what others are saying, understand points being made, ask appropriate questions, and avoid interrupting at inappropriate times.
• Independence – Ability to complete work assignments independently or with minimal supervision and guidance.
• Time Management – Strong organizational skills with the ability to manage multiple cases and priorities effectively.
• Attention to Detail – Must be detail-oriented and proficient at multitasking in a dynamic environment.
• Adaptability – Strong adaptability and capacity to thrive in fast-paced, ever-changing environments.
• Technical Proficiency – Solid basic comprehension and application of computers in an MS Windows environment. Must be able to type 45+ words per minute.
• Interpersonal Skills – Positive attitude, team player mentality, good interpersonal communication skills, and ability to work collaboratively across departments.

Preferred Qualifications

• Previous experience in a remote customer service role.
• Familiarity with video relay services, call captioning, or other accessibility-focused communication services.
• Experience working with Deaf and Hard-of-Hearing communities.
• Bilingual or multilingual abilities beyond ASL.
• Prior experience using CRM platforms, ticketing systems, or similar customer support tools.
• Knowledge of FCC regulations related to telecommunications relay services.

Working Conditions and Physical Requirements

• Punctual and reliable attendance is essential.
• Ability to sit and/or stand at a desk and work with a computer for extended periods of time.
• Ability to sign using ASL for extended periods of time during customer interactions.
• Ability to lift and move equipment weighing 30–50 lbs as needed.
• Must be able to work during day, night, weekend, and holiday shifts. Flexibility with shift assignments is required.
• Remote employees must have a high-speed internet connection and a confidential working space with a desk and chair.
• Workstation must have a hardwired Ethernet connection (Wi-Fi-only setups are not sufficient).

Work Environment and Company Culture at arenaflex

At arenaflex, we believe that our people are our greatest strength. We cultivate a supportive, inclusive, and collaborative remote work environment where every team member is empowered to thrive professionally and personally. Our culture is built on the principles of diversity, equity, inclusion, and accessibility — not just as buzzwords, but as lived values that guide how we interact with each other and the communities we serve.

As a remote employee, you'll enjoy the flexibility of working from home while remaining connected to a vibrant, mission-driven team through regular virtual meetings, team-building activities, and ongoing communication channels. We celebrate the unique perspectives and contributions of every employee, and we are committed to providing the resources, training, and support you need to succeed in your role and grow your career.

When you join arenaflex, you become part of a global movement to make communication accessible to all. Whether you're helping a customer troubleshoot a videophone issue or guiding them through a new feature, every interaction you have contributes to a more connected, inclusive world.

Career Growth and Learning Opportunities

arenaflex is committed to the professional development of every team member. As a Tier 1 Customer Care Agent, you'll gain invaluable experience in accessibility-focused customer service, communication technology, and regulatory compliance. We provide:

• Comprehensive paid training to set you up for success from day one.
• Ongoing coaching and performance feedback to help you continuously improve.
• Clear pathways for advancement into Tier 2 support, team lead, quality assurance, training, and management roles.
• Access to professional development resources, workshops, and cross-departmental learning opportunities.
• Mentorship from experienced team members and leaders who are invested in your growth.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package designed to attract and retain top talent. While specific compensation details will be discussed during the interview process, our benefits typically include:

• Competitive hourly wage with opportunities for performance-based incentives.
• Comprehensive medical, dental, and vision insurance options.
• Paid time off, holidays, and flexible scheduling options.
• 401(k) retirement plan with company match (where applicable).
• Remote work flexibility with all necessary equipment provided.
• Employee assistance programs and wellness resources.
• A meaningful mission-driven workplace where your work directly impacts people's lives.

Equal Employment Opportunity

arenaflex is an Equal Opportunity Employer (EOE) committed to creating a diverse and inclusive workforce. We do not discriminate on the basis of race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. We are a Disability/Age inclusive employer and actively welcome applications from individuals of all backgrounds, including those with disabilities and from underrepresented communities.

Confidentiality Notice

This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of arenaflex. It is essential that the applicant possesses the requisite integrity and discretion to maintain such information in the strictest confidence at all times.

Apply Today

If you are a passionate, ASL-fluent customer service professional looking to make a meaningful impact while enjoying the flexibility of remote work, we encourage you to apply today. Join arenaflex and become part of a team that's transforming how the world communicates — one conversation at a time. Your skills, your language, and your dedication can change lives. We can't wait to welcome you to the arenaflex family.