Experienced Full Stack Customer Service Representative – Remote Opportunity at arenaflex

Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we have an exciting opportunity for you to join arenaflex as a Remote Customer Service Representative!

About arenaflex

arenaflex is a fast-growing, nationally recognized direct-to-consumer brand focused on offering high-quality products across multiple categories, including camping & outdoor, emergency preparedness, and health & wellness. Our team is powered by an adaptable, results-focused, data-driven culture that empowers great people to do their best work. We're looking for a driven, detail-oriented Customer Advocate to join our team and help us deliver exceptional customer experiences.

The Customer Advocate's Mission

As a Customer Advocate at arenaflex, your mission is to treat customers as we would want to be treated. 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 goal is to help the company grow with exceptional customer satisfaction by resolving problems and making the process easy for the customer while building and maintaining arenaflex's reputation.

Company Core Values

At arenaflex, we live by our core values:

• Get the important stuff done: We look for individuals who strive to have a deep understanding of their role, how their work connects to their team and the company at large, and how to organize their priorities to drive business value in the right ways.
• Actively and eagerly seek to learn, improve, and grow: We look for individuals with intellectual curiosity and a questioning mindset.
• Ask questions and use data to make decisions: We look for individuals who take in evidence, organize information from multiple sources, derive meaning from it, and make critical decisions quickly.
• "We" not "I": We value knowing how to cooperate with peers and leaders to help the team achieve its goals.
• See the glass half full: We look for individuals who take ownership of their role and demonstrate enthusiasm, excitement, and passion for their work.

Primary Responsibilities / Essential Job Functions

As a Customer Advocate at arenaflex, your primary responsibilities will include:

• 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 very detailed notes in our system for each customer to ensure an excellent history in case the customer calls again.
• Maintaining knowledge of our products.
• 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 system (Wiki) to answer customer questions correctly.
• Having full knowledge of SOPs for customer service tasks in our systems and warehouse systems.
• 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.

Other Responsibilities

* Follow all policies and procedures of arenaflex.

• Demonstrate regular and reliable attendance.

arenaflex Offer

As a Remote Customer Service Representative at arenaflex, you'll enjoy:

• 100% remote work: Work from the comfort of your own home and enjoy the flexibility of remote work.
• Great pay and bonus program: Earn a competitive salary and bonus opportunities based on your performance.
• Company-paid medical coverage: Enjoy comprehensive medical coverage for you and your family.
• Vision & dental coverage: Take care of your vision and dental health with our company-paid coverage.
• 401K with company match: Save for your future with our 401K plan and company match.
• Generous PTO policy: Enjoy a generous paid time off policy to recharge and relax.
• Paid maternity/parental leave: Take care of your growing family with our paid leave policy.
• Employee referral bonus: Refer your friends and family to arenaflex and earn a bonus.
• Student loan repayment program: Repay your student loans with our company's help.
• Volunteer time off: Give back to your community with our volunteer time off policy.
• Professional development fund: Invest in your career with our professional development fund.

Requirements

To be successful as a Remote Customer Service Representative at arenaflex, you'll need:

• High school graduate or GED: A high school diploma or equivalent is required.
• 2+ years of contact center experience: You'll need at least 2 years of experience in a call center-related field, including customer service.
• Central Standard Time: This position is based on Central Standard Time.
• Understanding of fast-paced environments: You'll need to be comfortable working in a fast-paced environment and providing customer excellence.
• Comfortable upselling: You'll need to be comfortable using upselling techniques to enhance customer experiences.
• Active listening skills & following protocols precisely: You'll need to have excellent active listening skills and follow protocols precisely.
• Observant and excellent judgment: You'll need to be observant and have excellent judgment to make decisions quickly.
• Strong grammar and communication skills: You'll need to have strong grammar and communication skills to effectively communicate with customers.
• Strong computer skills: You'll need to be comfortable working with 10+ systems while answering calls, emails, or chats.
• Ability to achieve daily KPIs: You'll need to be able to achieve daily KPIs for phone, email, and chat.
• Mindset open to change: You'll need to be open to change and willing to adapt to new processes and procedures.
• Coachable: You'll need to be coachable and willing to learn from feedback and guidance.

Other Qualifications

To be considered for this role, you'll also need to meet the following qualifications:

• Computer, webcam, and USB headset: You'll need to have a computer, webcam, and USB headset for training and work purposes.
• Reliable wi-fi: You'll need to have reliable wi-fi for work purposes.
• Quiet, distraction-free work environment: You'll need to have a quiet, distraction-free work environment to ensure you can focus on customer interactions.
• Background check and credit check: You'll need to pass a background check and credit check to ensure you're eligible to work for arenaflex.

Skills and Abilities

As a Remote Customer Service Representative at arenaflex, you'll need to possess the following skills and abilities:

• Ability to work independently and collaborate within a dynamic multi-department environment: You'll need to be able to work independently and collaborate with others to achieve common goals.
• Organize and manage multiple priorities simultaneously: You'll need to be able to prioritize tasks and manage multiple responsibilities simultaneously.
• Take ownership and be self-motivated and resourceful: You'll need to be able to take ownership of your work and be self-motivated and resourceful to find problem solutions.
• Data and results-driven: You'll need to be able to analyze data and make decisions based on results.
• Excellent verbal and written communication skills: You'll need to have excellent verbal and written communication skills to effectively communicate with customers and colleagues.
• Strong analytical and problem-solving skills: You'll need to have strong analytical and problem-solving skills to resolve customer issues and make decisions quickly.
• Detail-oriented and adaptable: You'll need to be detail-oriented and adaptable to changing situations and processes.

Physical And Mental Demands

As a Remote Customer Service Representative at arenaflex, you'll need to be able to perform the following physical and mental demands:

• Sit for extended periods: You'll need to be able to sit for extended periods, up to 8 hours, with regular breaks.
• Repetitive motion of hands: You'll need to be able to use a computer for extended periods, which may require repetitive motion of your hands.
• Specific vision abilities: You'll need to have specific vision abilities, including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment And Travel Requirements

As a Remote Customer Service Representative at arenaflex, you'll work in a well-lit, ventilated, and climate-controlled office environment with routine office equipment. You'll also need to be able to travel occasionally for training or meetings.

Join Our Team!

If you're a customer service enthusiast with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity to join arenaflex as a Remote Customer Service Representative! Apply for this job