Experienced Customer Service Representative – Chat Support Specialist (Remote)

At arenaflex, we're dedicated to providing exceptional customer experiences that drive loyalty and growth. As a key member of our remote customer service team, you'll play a vital role in delivering top-notch support to our customers through live chat, phone, and email. If you're passionate about helping others, have a knack for problem-solving, and thrive in a fast-paced environment, we want to hear from you!

About arenaflex

arenaflex is a leading provider of innovative solutions in the tire and automotive industry. Our mission is to empower customers to make informed decisions and enjoy a seamless shopping experience. We're committed to fostering a culture of excellence, innovation, and customer-centricity. As a remote customer service representative, you'll be part of a dynamic team that's passionate about delivering exceptional service and exceeding customer expectations.

Key Responsibilities

As a Chat Support Specialist, you'll be responsible for:

• Responding to all inbound sales leads from current and potential customers, providing superior tire knowledge and technical assistance to finalize and close the sale.
• Proactively making outbound contacts to current and potential customers to identify opportunities to increase tire sale revenues.
• Meeting or exceeding individual and department KPIs and performance goals by uncovering customers' needs and offering exceptional sales and service to close the sale.
• Listening and learning our products to become a subject matter expert and voice for our brand.
• Effectively managing change related to promotional offerings, new products, technology, processes, and systems.
• Handling inbound live chat sessions from online customers, verifying customer account information and order information.
• Consistently responding to all client questions and comments with correct grammar and punctuation via chat with complete and correct information.
• Processing online orders, returns, replacements, adjustments, warranties, and installations. Tracking deliveries, installation, inventory, pricing, and ensuring all customers' needs are met.
• Managing customer issues, ensuring 100% customer satisfaction, including (but not limited to) telephone and email follow-up. Understanding and resolving customer questions, concerns, issues, and needs. Maintaining positive relationships with customers post-order to gauge satisfaction, solicit feedback, and meet any additional needs.
• Working with sales, marketing, operations, and business-to-business departments to ensure a smooth process and customer satisfaction.

Essential Qualifications

To succeed in this role, you'll need:

• Minimum of 1 year of contact center experience with at least 6 months chat and sales experience required.
• Experience with inbound and outbound product and service sales.
• Demonstrated ability to navigate computer programs, chat applications, programs, and systems that support the initiatives of the contact center.
• High school diploma/GED required, associates/bachelors degree or equivalent experience preferred.
• Must have experience in helping customers and providing customer service.
• Must be adaptable and dependable – proven ability to follow through on tasks and adhere to flexible work schedules and shifts.
• Clear and concise written and oral communicator with proven ability to address customer needs through written and oral mediums.
• Demonstrates technical savvy and ability to learn and navigate computer systems.
• Ability to quickly build and develop open, honest, and friendly rapport with customers in order to move through and solve customer challenges.
• Bilingual – ability to fluently speak and write in Spanish is a bonus.
• Prior experience in tire or automotive industry is a bonus.
• Prior experience working in a remote environment is a bonus.

Preferred Qualifications

* Prior experience in a similar customer service role.

• Experience working with CRM software and other customer service tools.
• Strong problem-solving and analytical skills.
• Ability to work in a fast-paced environment with multiple priorities and deadlines.
• Strong communication and interpersonal skills.

Working Hours and Schedule Details

* Closed Thanksgiving Day, Christmas Day

• Holiday black out period: Nov 24th thru Dec 31st
• Support specialist schedules vary based upon business need

Working Conditions and Physical Effort

* Ability to sit for long periods of time.

• Talking through the computer for many meetings and one-to-one conversations
• Continuous viewing of a computer monitor and data entry.
• Travel as necessary (Apply for this job