Experienced Customer Service Representative – Remote Opportunity with arenaflex

At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our customers' expectations. As a fast-growing, nationally recognized direct-to-consumer brand, we're committed to empowering our team members to do their best work in a culture that values adaptability, results-driven focus, and data-driven decision-making. We're seeking a driven, detail-oriented Customer Service Representative to join our team and help us achieve our mission of treating customers as we would want to be treated.

About arenaflex

arenaflex is a dynamic and innovative company that offers high-quality products across multiple categories, including camping & outdoor, emergency preparedness, and health & wellness. Our team is comprised of adaptable, results-focused, and data-driven individuals who are passionate about delivering exceptional customer experiences. We're committed to fostering a culture that empowers great people to do their best work, and we're looking for like-minded individuals to join our team.

The Customer Service Representative's Mission

As a Customer Service Representative at arenaflex, your mission will be to treat customers as we would want to be treated. You'll be responsible for maintaining customer satisfaction through inbound/outbound phone calls, email support tickets, chats, forums, and any other avenues of communication within the company. Your goal will be to help the company grow with exceptional customer satisfaction by resolving problems and making the process easy for the customer while building and maintaining arenaflex's reputation.

Key Responsibilities

* Answering inbound customer calls in a friendly manner while using active listening skills

• Using upselling techniques to enhance customer experiences
• Responding to inbound digital communication from customers in a friendly manner and handling each customer as if they were the ONLY customer
• Interpreting digital communication to understand customer issues fully
• Doing everything possible to resolve the issue the customer is communicating about in the first call, email, or chat (first-contact resolutions)
• Updating very detailed notes in our system for each customer to ensure an excellent history in case the customer calls again
• Maintaining knowledge of our products
• Following our Quality Assurance standards at all times and meeting all KPI targets
• Placing outbound calls as needed to answer voicemails, support tickets, or as directed by management
• Preventing cancellations or returns where possible
• Understanding when to forward escalated issues to management
• Having full knowledge of our internal system (Wiki) to answer customer questions correctly
• Having full knowledge of SOPs for customer service tasks in our systems and warehouse systems
• Creating and revising SOPs as needed and having them approved by management
• Understanding current promotions fully and using appropriate Ad Codes when placing orders
• Identifying trends heard from customers and reporting these trends to management in detail with data
• Reporting any system issues to management for immediate investigation
• Handling special projects when delegated by management
• Helping with training new representatives
• Additional job responsibilities and duties may be asked of you anytime

Essential Qualifications

* High School Graduate or GED

• 2 years + of contact center experience in a call center-related field, including customer service
• This position is based on Central Standard Time
• Understand the demands of working in a fast-paced environment and provide customer excellence
• Comfortable upselling
• Active listening skills & following protocols precisely
• You must be observant and have excellent judgment
• Strong grammar and communication skills
• Strong computer skills and comfortable working with 10+ systems while answering calls, emails, or chats
• Ability to achieve daily KPIs for phone, email, and chat
• A mindset that is open and ready to embrace change
• Coachable - This is key in hitting required monthly QA KPI measurements

Preferred Qualifications

* For the training weeks, you must have a computer, webcam, and USB headset only (wireless headsets will not be allowed)

• Must have reliable wi-fi
• Must have a quiet, distraction-free work environment. Distraction-free is defined as the following:

+ Closed door with no one in the room + No people talking in the background (including babysitter, family, friends, TV, and monitors) + No dogs barking + No working in public areas or vehicles + Anything that would prevent you from having a quiet work environment

• Use a USB headset only (wireless headsets will not be allowed)
• Must pass a background check and credit check. For the credit check, please see the following:

+ No bankruptcy for the past 7 years + No more than $2,500 TOTAL in open collections + Excluding medical and closed accounts. We do count student loans + For example: Not eligible to work for us: - Cell phone is $600 + credit card is $2,000 = $2,600 (This would be over the $2,500 limit)

Skills and Abilities

* Must be able to work independently and collaborate within a dynamic multi-department environment to achieve common goals

• Organize and manage multiple priorities simultaneously
• Take ownership and be self-motivated and resourceful to find problem solutions
• Be data and results-driven
• Learn quickly in a fast-paced open-plan environment
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Detail-oriented and adaptable

Work Environment and Travel Requirements

* Works in a well-lit, ventilated, and climate-controlled office environment with routine office equipment; some equipment has moving mechanical parts

• The noise level in the work environment is typical for an office environment
• We currently hire employees residing in the following states: FL, GA, ID, IL, KY, NE, NC, OH, PA, TN, TX, UT VA, WI

Benefits and Perks

* 100% remote!

• Great Pay and Bonus Program
• Company Paid Medical Coverage
• Vision & Dental Coverage
• 401K with Company Match
• Generous PTO Policy
• Paid Maternity/Parental Leave
• Employee Referral Bonus
• Student Loan Repayment Program
• Volunteer Time Off
• Professional Development Fund ...and many more

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex. Apply Job! Apply for this job