Experienced Full Stack Support Specialist – Digital Chat & Customer Service (Remote)

At arenaflex, we're on a mission to revolutionize the way people interact with our brand and each other. As a remote inbound customer service call center role, the Support Specialist, Chat is a critical part of our customer-facing team, responsible for creating strong communication pathways between arenaflex and its customers. If you're a customer service enthusiast with a passion for delivering exceptional experiences, we want to hear from you!

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower individuals and businesses to thrive in an ever-changing world. Our team is dedicated to fostering a culture of collaboration, creativity, and continuous learning, where everyone has the opportunity to grow and succeed. As a remote employee, you'll be part of a dynamic and supportive community that values flexibility, work-life balance, and open communication.

Key Responsibilities

As a Support Specialist, Chat, 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 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 telephone and email follow-up, understanding and resolving customer questions, concerns, issues, and needs, and 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

* 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, with a proven ability to follow through on tasks and adhere to flexible work schedules and shifts.
• Clear and concise written and oral communicator with a 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 to move through and solve customer challenges.
• Bilingual – ability to fluently speak and write in Spanish is a bonus.
• Prior experience in the tire or automotive industry is a bonus.
• Prior experience working in a remote environment is a bonus.

Preferred Qualifications

* Prior experience in a similar role, with a proven track record of delivering exceptional customer service and sales results.

• Strong knowledge of tire and automotive products, services, and industry trends.
• Experience working with CRM systems, chat platforms, and other customer service software.
• Strong analytical and problem-solving skills, with the ability to think critically and make sound decisions.
• Excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and stakeholders.

Working Hours and Schedule Details

* Closed Thanksgiving Day and Christmas Day.

• Holiday blackout period: November 24th through December 31st.
• Support specialist schedules vary based on 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 Job!

Apply for this job