Experienced Full Stack Customer Service Representative – Remote Customer Support

Join Today: Remote Customer Service Representative - Ohio At arenaflex, we're on a mission to revolutionize the way we interact with customers. As a fast-growing, nationally recognized direct-to-consumer brand, we're committed to delivering exceptional customer experiences across multiple categories, including camping & outdoor, emergency preparedness, and health & wellness. We're seeking a driven, detail-oriented Customer Advocate to join our team and help us achieve our goal of treating customers as we would want to be treated.

About arenaflex

arenaflex is a dynamic, results-focused, data-driven team that empowers great people to do their best work. We're a culture that values transparency, authenticity, and inclusivity, where differences are celebrated, and everyone is appreciated and valued. Our team members thrive in a fast-paced environment with high standards that hold them accountable and reward their accomplishments.

The Customer Advocate's Mission

As a Customer Advocate, you'll be responsible for maintaining customer satisfaction through inbound/outbound phone calls, email support tickets, chats, forums, and any other avenues of communication within the company. Your mission is to help arenaflex grow with exceptional customer satisfaction by resolving problems and making the process easy for the customer while building and maintaining our reputation.

Key Responsibilities

* Answering inbound customer calls in a friendly manner while using active listening skills

• Using upselling techniques to enhance customer experiences
• Responding to inbound digital communication from customers in a friendly manner and handling each customer as if they were the ONLY customer
• Interpreting digital communication to understand customer issues fully
• Doing everything possible to resolve the issue the customer is communicating about in the first call, email, or chat (first-contact resolutions)
• Updating detailed notes in our system for each customer to ensure an excellent history in case the customer calls again
• Maintaining knowledge of our products and services
• Following our Quality Assurance standards at all times and meeting all KPI targets
• Placing outbound calls as needed to answer voicemails, support tickets, or as directed by management
• Preventing cancellations or returns where possible
• Understanding when to forward escalated issues to management
• Having full knowledge of our internal systems and warehouse systems to answer customer questions correctly
• Creating and revising SOPs as needed and having them approved by management
• Understanding current promotions fully and using appropriate Ad Codes when placing orders
• Identifying trends heard from customers and reporting these trends to management in detail with data
• Reporting any system issues to management for immediate investigation
• Handling special projects when delegated by management
• Helping with training new representatives
• Additional job responsibilities and duties may be asked of you anytime
• The job's duty description is subject to change at any time according to our business needs

Essential Qualifications

* High School Graduate or GED

• 2 years + of contact center experience in a call center-related field, including customer service
• This position is based on Central Standard Time
• Understand the demands of working in a fast-paced environment and provide customer excellence
• Comfortable upselling
• Active listening skills & following protocols precisely
• You must be observant and have excellent judgment
• Strong grammar and communication skills
• Strong computer skills and comfortable working with 10+ systems while answering calls, emails, or chats
• Ability to achieve daily KPIs for phone, email, and chat
• A mindset that is open and ready to embrace change
• Coachable - This is key in hitting required monthly QA KPI measurements

Preferred Qualifications

* For the training weeks, you must have a computer, webcam, and USB headset only (wireless headsets will not be allowed)

• Must have reliable wi-fi
• Must have a quiet, distraction-free work environment. Distraction-free is defined as the following:

+ Closed door with no one in the room + No people talking in the background (including babysitter, family, friends, TV, and monitors) + No dogs barking + No working in public areas or vehicles + Anything that would prevent you from having a quiet work environment

• Use a USB headset only (wireless headsets will not be allowed)
• Must pass a background check and credit check. For the credit check, please see the following:

+ No bankruptcy for the past 7 years + No more than $2,500 TOTAL in open collections + Excluding medical and closed accounts. We do count student loans + For example: Not eligible to work for us: - Cell phone is $600 + credit card is $2,000 = $2,600 (This would be over the $2,500 limit)

Skills and Abilities

* Must be able to work independently and collaborate within a dynamic multi-department environment to achieve common goals

• Organize and manage multiple priorities simultaneously
• Take ownership and be self-motivated and resourceful to find problem solutions
• Be data and results-driven
• Learn quickly in a fast-paced open-plan environment
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Detail-oriented and adaptable

Physical And Mental Demands

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job responsibilities. While performing the duties of this job, the employee is required to sit for extended periods: up to 8 hours with (4) 10-minute breaks and (1) 30-minute lunch. The repetitive motion of hands is required for extended use of a computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment And Travel Requirements

Works in a well-lit, ventilated, and climate-controlled office environment with routine office equipment; some equipment has moving mechanical parts. The noise level in the work environment is typical for an office environment. We currently hire employees residing in the following states: FL, GA, ID, IL, KY, NE, NC, OH, PA, TN, TX, UT VA, WI

arenaflex Offer

* 100% remote!

• Great Pay and Bonus Program
• Company Paid Medical Coverage
• Vision & Dental Coverage
• 401K with Company Match
• Generous PTO Policy
• Paid Maternity/Parental Leave
• Employee Referral Bonus
• Student Loan Repayment Program
• Volunteer Time Off
• Professional Development Fund ...and many more

We Want to Hear From You!

If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together. Apply To This Job Apply for this job