Experienced Full Stack Support Specialist, Chat – Customer Service Representative (Remote)

At arenaflex, we're committed to delivering 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, providing superior tire knowledge and technical assistance to finalize and close the sale. If you're passionate about delivering outstanding customer service, have a proven track record of success in a fast-paced environment, and are eager to join a dynamic team, we want to hear from you!

About arenaflex

arenaflex is a leading provider of innovative solutions in the tire industry. Our mission is to empower customers to make informed decisions about their tire needs, while delivering exceptional service and support. We're committed to fostering a culture of excellence, innovation, and customer-centricity, and we're looking for talented individuals who share our vision.

Job Summary

As a Support Specialist, Chat, you'll be responsible for providing exceptional customer service through live chat sessions, phone calls, and email correspondence. You'll work closely with our sales, marketing, operations, and business-to-business departments to ensure a smooth process and customer satisfaction. This is a remote, full-time position that requires a strong ability to communicate effectively, navigate computer programs and systems, and adapt to changing priorities.

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 all 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.
• 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 in a customer-facing role, preferably in a contact center environment.

• Experience with CRM software and other customer service tools.
• Strong knowledge of tire industry products and services.
• Ability to work in a fast-paced environment with multiple priorities and deadlines.
• Strong problem-solving and analytical 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 Now!

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