Experienced Support Specialist, Chat – Remote Customer Service Representative

At arenaflex, we're passionate about 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 sales. If you're a customer-focused individual with a proven track record in contact center chat experience, excellent customer service skills, and a passion for delivering exceptional results, 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, providing them with the knowledge and support they require to achieve their goals. As a remote customer service representative, you'll be an extension of our brand, representing arenaflex's values of excellence, integrity, and customer-centricity.

Key Responsibilities

As a Support Specialist, Chat, your primary responsibilities will include:

• 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 all 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 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 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

To be successful in this role, you'll need to possess the following 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 in order 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

While not required, the following qualifications are highly desirable:

• Prior experience in a similar role, with a proven track record of success.
• Experience working 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

As a remote customer service representative, you'll have the flexibility to work from the comfort of your own home. Our support specialist schedules vary based upon business need, but you can expect to work a standard 40-hour week. We're closed on Thanksgiving Day and Christmas Day, and observe a holiday blackout period from November 24th to December 31st.

Working Conditions and Physical Effort

As a remote customer service representative, you'll be working in a home-based environment, with minimal physical demands. You'll need to be able to sit for long periods of time, talk through the computer for meetings and one-to-one conversations, and continuously view a computer monitor and data entry.

Benefits

As a valued member of our team, you'll enjoy a range of benefits, including:

• 401(k) plan with matching contributions.
• Dental insurance.
• Flexible schedule.
• Health insurance.
• On-the-job training.
• Paid time off.
• Referral program.
• Vision insurance.
• Work from home.

Shift Availability

We're open to discussing flexible scheduling options, but prefer candidates who are available to work:

• Day shift (preferred).
• Evening shift (preferred).
• Morning shift.

Work Location

As a remote customer service representative, you'll have the flexibility to work from the comfort of your own home. We're open to discussing remote work arrangements that meet your needs.

How to Apply

If you're a customer-focused individual with a passion for delivering exceptional results, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job