Experienced Customer Service Representative – Chat Support Specialist (Remote)

At arenaflex, we're dedicated to providing exceptional customer experiences that exceed our customers' expectations. As a Support Specialist, Chat, you'll play a vital role in creating strong communication pathways between arenaflex and its customers, ensuring that every interaction is positive, informative, and memorable.

Job Summary:

We're seeking an experienced and customer-focused individual to join our remote team as a Support Specialist, Chat. As a key member of our customer service team, you'll be responsible for providing superior tire knowledge and technical assistance to customers through live chat sessions, phone calls, and email correspondence. Your exceptional communication skills, product knowledge, and adaptability will enable you to build strong relationships with customers, resolve issues efficiently, and drive sales growth.

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 to current and potential customers to identify opportunities to increase tire sale revenues.
• Meet or exceed individual and department KPIs and performance goals by uncovering customers' needs and offering exceptional sales and service to close the sale.
• Listens and learns our 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 systems.
• 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:

* Prior experience working in a fast-paced contact center environment.

• Experience with CRM software and other customer service tools.
• Strong problem-solving and analytical skills.
• Ability to work in a team environment and collaborate with cross-functional teams.
• Strong communication and interpersonal skills.

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