Experienced Support Specialist, Chat - Remote

At arenaflex, we're revolutionizing the tire replacement industry with our cutting-edge technology and commitment to customer satisfaction. As a Support Specialist, Chat, you'll play a vital role in creating strong communication pathways between arenaflex and its customers, providing exceptional customer service and support through live chat sessions. If you're a customer-centric individual with a passion for delivering outstanding results in a fast-paced environment, we want to hear from you.

Job Summary:

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. You'll also proactively make outbound contacts to identify opportunities to increase tire sale revenues, meet or exceed individual and department KPIs and performance goals, and consistently respond to client questions and comments with correct grammar and punctuation via chat. You'll be the voice of arenaflex, ensuring 100% customer satisfaction and maintaining positive relationships with customers post-order.

Key Responsibilities:

* Respond to all inbound sales leads from current and potential customers, providing superior tire knowledge and technical assistance to finalize and close the sale

• Proactively make outbound contacts, as required, to current and potential customers to identify opportunities to increase tire sale revenues
• Meet or exceed all individual and department KPIs and performance goals by uncovering the customers' needs and offering exceptional sales and service to close the sale
• Listens and learns arenaflex products to become a subject matter expert and voice for our brand
• Effectively manages 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:

* 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
• 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:

* Experience working with CRM software and other customer service tools

• Knowledge of tire industry and products
• Experience in a fast-paced, dynamic environment
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team
• 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
• Ability to work a variety of shifts, including evenings and weekends

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