Experienced Full Stack Customer Service Representative – Tier 1 Support – arenaflex

Are you a customer service rockstar looking for a new challenge? Do you thrive in a fast-paced environment where no two interactions are ever the same? Look no further! arenaflex is seeking an experienced Full Stack Customer Service Representative – Tier 1 Support to join our team. As a key member of our customer service team, you will be the first point of contact for our customers, providing top-tier service by handling inquiries, resolving problems, and ensuring a positive customer experience.

About arenaflex

arenaflex is a modern gifting destination for celebrating the moments that matter. With a rich history spanning over 25 years, we've evolved from a humble beginning to become an industry leader in the gifting industry. Our vast retail footprint includes nearly 1,000 locally owned and operated franchise locations globally, offering a wide range of delicious treats and innovative gifts that are perfect for treating yourself and others. At arenaflex, we remain committed to our 5Ps:

• Our promise – Experiences that WOW.
• Our products – Remarkably fresh.
• Our places – Interactive and creative.
• Our People – Create special memories.
• Our purpose – To celebrate what's good in life.

Purpose

As a Customer Service Representative, you will be the face of arenaflex, providing exceptional service to our customers through various communication channels, including phone, email, and chat. You will be responsible for handling inquiries, resolving problems, and ensuring a positive customer experience. Your goal will be to create quick resolution and joyful experiences for every interaction.

Schedule

As a remote employee, you will work Monday – Friday, 9am to 6pm, with rotating weekend support (Saturday 9-6 and Sunday 9-5). The role will require working on Holidays, and/or extended hours during Peak Holidays, including some overnights.

Responsibilities

* Answer incoming calls, emails, and chats from customers regarding orders, product information, delivery statuses, and other inquiries

• Quickly and efficiently resolve customer issues, including late or incorrect orders, delivery concerns, and product questions, ensuring a positive outcome for the customer
• Assist customers in placing, tracking, and modifying their orders, as well as processing refunds or replacements as needed
• Stay up to date with arenaflex's product offerings and promotions to provide accurate information to customers
• Maintain a friendly, empathetic, and professional demeanor in all interactions, ensuring customers feel valued and supported
• Accurately document customer interactions, issues, and resolutions in the CRM system to ensure a clear history of service
• Identify when issues require escalation to higher support tiers or other departments (e.g., operations, marketing, supply chain) and ensure resolution is accomplished and ticket is closed
• Collect and relay customer feedback regarding products and service to help improve the overall customer experience
• Manage multiple communication channels (phone, email, chat) while maintaining a high level of service and efficiency

Requirements

* Customer Service experience in a consumer-facing industry, such as retail, or hospitality or similar

• Proficiency and experience with Microsoft Office products
• High School diploma or equivalent, college degree preferred
• Bilingual skills (especially Spanish) are a plus

Essential Competencies

* You prioritize providing superior customer service by listening carefully to understand the request/problems, and working with urgency to provide solutions, leaving a positive impression for your customer

• You can multitask while managing a high volume of incoming tickets with ease and can prioritize work to ensure deadlines are met
• You work well under pressure when faced with challenging situations
• You demonstrate confident and succinct communication skills (verbal and written)
• You are a self-motivated individual who has a keen focus on delivering results
• You pick up on technical tasks quickly, such as learning and operating new systems and software programs, and are motivated to learn new skills and knowledge
• You contribute to a team-oriented environment and are excited to work alongside peers and cross-functional partners

What We Offer

* Onsite work environment with work from home flexibility, fostering collaboration and relationship building with peers, cross-functional partners, and leadership

• The stability and resources of an industry-leading company successfully operating for 25 years, with the agility and innovation of a startup, allowing you to make a significant impact and shape our future
• Growth & Development – Each team member has visible and immediate impact on the business, offering abundant opportunities for personal and professional growth as we scale in size and sophistication
• Healthcare plans that include health/dental/vision insurance, 401K Plan, company paid life insurance, and short-term disability, flexible spending account options, and more
• Paid time off, including sick days & Holidays to support work-life balance

Join Our Team!

We are proud to be an EEO/AA employer. Applicants for employment are considered without regard to race, creed, color, religion, sex, sexual orientation, marital status, national origin, age, and disability, status as a veteran, Vietnam Era Veteran, or being a member of the Reserves or National Guard. If you have the skills and passion we're looking for, please submit your application today. We can't wait to welcome you to the arenaflex team! Apply To This Job Apply for this job