Experienced Phone Customer Support Professional – E-commerce Acceleration and Marketplace Expert

Are you passionate about delivering exceptional customer experiences and driving business growth in the rapidly evolving e-commerce landscape? Do you thrive in a fast-paced, data-driven environment where innovation and collaboration are key? If so, we invite you to join arenaflex, a leading global e-commerce and marketplace acceleration company, as a Phone Customer Support Professional. At arenaflex, we're obsessed with empowering our customers to succeed in the digital age. Our cutting-edge e-commerce acceleration platform helps hundreds of global brands, including Bosch, Nestlé, Stance, TUMI, and Panasonic, grow their online sales across multiple channels and markets. With a presence in over 60 countries, we're committed to providing unparalleled support to our customers, partners, and employees alike. As a Phone Customer Support Professional at arenaflex, you'll play a vital role in delivering exceptional customer experiences through phone calls, chats, and emails. You'll work closely with our elite teams at HQ and overseas to resolve customer inquiries, manage multiple brand interactions, and represent our primary brand partners. Your expertise will help us identify trends and opportunities that drive business growth, improve customer satisfaction, and enhance our market presence.

A Day in the Life of a Phone Customer Support Professional

As a Phone Customer Support Professional at arenaflex, your responsibilities will include:

• Acting as a liaison between customers, manufacturers, and e-commerce platforms, including Amazon, Walmart, Shopify, and others in the US and global marketplaces.
• Managing multiple brand interactions across all marketplaces through phone calls, chats, and emails.
• Representing a primary brand partner and providing support for our mutual customers.
• Identifying trends and opportunities that need to be addressed throughout the company.
• Responding to consumer-facing questions that help positively impact buyer behavior on Amazon.
• Helping customers through their whole journey to resolution.
• Managing customer refunds.
• Partnering with your manager to take on new tasks and projects as our team continues to expand what we offer to our stakeholders.

What You Need to Thrive in This Role

To succeed as a Phone Customer Support Professional at arenaflex, you'll need:

• A Bachelor's degree (preferred but not required).
• 1 year of customer service experience.
• Effective social interaction, verbal and written communication, organizational skills, and the ability to perform a variety of tasks efficiently.
• Working knowledge of e-commerce platforms (Shopify and Zendesk are helpful but not required).
• Type 40+ WPM.
• Computer proficiency with MS Office products.
• Strong analytical skills, detail-oriented, self-motivated, and proactive.

High Performance at arenaflex

To excel in this role, you'll need to demonstrate:

• Follow-through with all assignments in a timely manner.
• Giving 100% to all tasks and projects you're given.
• Actively commenting and participating in group collaborations.
• Taking full ownership of your projects and following through to completion.

Our Team Culture

At arenaflex, we're a fast-paced, data-driven, and results-oriented team that values collaboration, innovation, and employee experience. You'll report to the Customer Care Team Manager and the Director of Customer Care, working closely with members of your team and senior-level colleagues to implement actionable solutions. We hold ourselves to a high standard and ensure we have all the tools at our disposal to succeed. We're Looking for Game Changers, Data Fanatics, Partner Obsessed Individuals, and Team of Doers At arenaflex, we're seeking individuals who embody the following qualities:

• Game Changers: Someone who looks at problems with an open mind, shares new ideas with team members, regularly reassesses existing plans, and attaches a realistic timeline to goals.
• Data Fanatics: Someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data.
• Partner Obsessed: An individual who clearly explains the status of projects to partners, relies on constructive feedback, actively listens to partner expectations, and delivers results that exceed them.
• Team of Doers: Someone who uplifts team members, recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners.

The Hiring Process

Our hiring process typically involves:

• Initial phone interview with arenaflex's talent acquisition team.
• Zoom interview with Account Leads.
• Onsite Interview with three Leaders.
• Reference checks.
• Executive review.
• Offer.

How to Stand Out as an Applicant

To increase your chances of success, be sure to:

• Discuss professional accomplishments with specific data to quantify examples.
• Provide insights on how you can add value and be the best addition to the team.
• Focus on mentioning how you would be partner obsessed at arenaflex.
• Share experience on any side projects related to data and analytics.

Why Join arenaflex?

At arenaflex, we offer big opportunities to make a difference in the e-commerce industry. We're a company full of talented people that evolves quickly and often. We set big goals, work tirelessly to achieve them, and we love our arenaflex community. We also believe in having fun and balancing our lives, so we offer awesome benefits that include:

• Accrued PTO.
• Paid Holidays.
• Onsite Fitness Center.
• Company Paid Life Insurance.
• Casual Dress Code.
• Competitive Pay.
• Health, Vision, and Dental Insurance.
• 401(k) match. arenaflex matches 100% of the first 3% in eligible compensation deferred and 50% of the next 2% in eligible compensation deferred.

arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. If you're passionate about delivering exceptional customer experiences and driving business growth in the e-commerce landscape, we invite you to join our team at arenaflex. Apply now to become a part of our dynamic and innovative team! Apply for this job