Experienced Full Stack Customer Service Representative – Remote Customer Experience Expert

At arenaflex, we're on a mission to revolutionize the way we interact with our customers, and we're looking for a talented and dedicated individual to join our team as a Full Stack Customer Service Representative. As a key member of our customer experience team, you'll be responsible for delivering exceptional customer service, resolving complex issues, and driving customer satisfaction.

About arenaflex

arenaflex is a leading provider of innovative solutions and services, dedicated to empowering our customers to achieve their goals. With a strong commitment to customer satisfaction, we're constantly striving to improve our products and services to meet the evolving needs of our customers. Our team is passionate about delivering exceptional experiences, and we're looking for like-minded individuals to join us on this journey.

Key Responsibilities

As a Full Stack Customer Service Representative, you'll be responsible for:

• Providing exceptional customer service through multiple channels, including phone, email, chat, and SMS
• Processing orders in a fast-paced environment, ensuring accuracy and efficiency
• Entering orders in ERP systems, including NetSuite, and managing customer orders and accounts
• Resolving complex customer issues, including product returns, shipping inquiries, and order status questions
• Developing and maintaining strong customer relationships through relationship building and communication
• Anticipating, identifying, and managing potential problems for customers
• Reviewing customer orders for accuracy and ensuring all information is accurate
• Utilizing NetSuite skills to place orders, issue RMA's, check ETA's, accept payments, create DTC accounts, price and availability, check order status, and more
• Working with internal departments to meet customer needs
• Collaborating with team members to achieve customer satisfaction and resolve issues
• Participating in training and development programs to enhance skills and knowledge
• Adhering to quality assurance metrics and company policies

Technical Skills

* Proficiency in NetSuite, including placing orders, issuing RMA's, checking ETA's, accepting payments, creating DTC accounts, pricing and availability, checking order status, and more

• Ability to work reports, email, issue RMA credits, apply payments, apply credits, read financials, manage back orders, and move orders
• Understanding of exports, training, investigating, and correcting order issues, working knowledge of special orders, and working as a NetSuite tester
• Ability to manage escalations and diagnose different symptoms to offer solutions
• Cross-referencing expert searching for parts by dimensions, measuring parts, and reading diagrams
• Basic understanding of starting systems and diagnosing repair points (rebuild over the phone)
• Ability to place orders across J&N and Stens brands

Drive Organizational Culture

* Demonstrate a positive attitude and be resourceful

• Communicate cross-functionally and foster change and innovation
• Have a passion for winning and delivering exceptional customer experiences
• Embody arenaflex's values and mission

Education and Qualifications

* High school diploma, GED, or equivalent experience required

• College degree preferred
• 5+ years of contact center experience preferred
• Leadership experience
• Excellent time management skills
• Strong organizational skills
• Strong business acumen
• Excellent oral and written communication skills
• Strong teamwork
• Bilingual (Spanish and/or French) preferred

Physical Demands

* While performing the duties of this job, the employee is regularly required to talk and hear

• The employee frequently is required to stand, walk, use hands to handle or feel, and reach with hands and arms
• The employee may be required to sit for prolonged periods
• Using proper lifting techniques, the employee must be able to lift up to 30 lbs. occasionally

Working Conditions

* Heated and air-conditioned office

• Full-time position with a competitive salary and benefits package

Benefits

* 401(k)

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift

* 8-hour shift

• Day shift

Application Question(s)

* Are you available to work 9:30 am- 6:00 pm EST Mon-Fri?

Experience

* Processing Orders: 2 years (Required)

• Customer service: 5 years (Required)
• Call center: 5 years (Required)
• Working Remote: 1 year (Required)
• ERP systems: 1 year (Required)

Work Location

* Remote

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Submit Your Application

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