Experienced E-Commerce Customer Service Associate – West Coast Hours

At arenaflex, we're on a mission to revolutionize the way we interact with our customers, and we're looking for a talented E-Commerce Customer Service Associate to join our team. As a key member of our customer service department, you'll be responsible for providing exceptional service to our customers via email, social media, and live chat, while navigating multiple order management systems and learning the arenaflex 'voice' and customer service culture.

About arenaflex

arenaflex is a fine jewelry company that has become an icon in the industry, known for our carefully curated selection of designers and our commitment to sustainability and social responsibility. With over 20 years of experience, we've built a reputation for excellence and a loyal customer base. Our team is passionate about creating a warm and inviting culture that extends beyond our physical stores and into the digital realm.

Our Values

At arenaflex, we believe in being an anti-racist organization and actively championing diversity, inclusion, and equity. We're committed to making and selling things that people will want to keep forever and will bring continuous joy. We believe in doing everything we can ourselves, thinking of the long game, and treating everyone with deep respect, kindness, and honesty.

Key Responsibilities

As an E-Commerce Customer Service Associate, you'll be responsible for:

• Providing exceptional and personalized service to customers via email, social media channels, and live chat within a 24hr SLA window
• Navigating multiple order management systems, along with substantial catalog of Google documents and sheets to provide and follow up on order status' and product details
• Learning the arenaflex 'voice' and customer service culture to support long-term customer relationships
• Strong command of multiple communication styles: social media, chat, and email, ability to navigate and switch between coverage assignments as needed
• Providing styling and jewelry care advice to customers with a strong knowledge of arenaflex products
• Brainstorming ways to create out-of-this-world customer experiences with your manager and team members
• Helping cultivate a warm and inviting culture in order to assist our customers; clearly communicating policy and offering friendly assistance in all customer interactions
• Displaying a command of product knowledge, procedure, and policy to resolve any and all customer questions
• Communicating daily via Slack and email with store, merchandising, inventory, fulfillment, and shipping teams to process, cancel, change, and update order details following trained procedures
• Ability to think clearly and provide issue resolutions to customer concerns in the kindest and most efficient way possible

Our Ideal Candidate

We're looking for a candidate with:

• 1+ year(s) of experience in E-commerce Customer Service
• A positive attitude with an all-hands-on-deck team mentality
• Ability to work in a fast-paced environment with flexibility in various areas of coverage
• Problem-solving skills
• Computer savvy
• Empathetic, genuine, honest, encouraging, and kind
• Experience with jewelry or luxury brands is a plus
• Experience using Kustomer is a plus

What We Offer

As an E-Commerce Customer Service Associate at arenaflex, you'll enjoy:

• A fully remote work environment with flexible hours
• A competitive salary and benefits package
• Opportunities for career growth and professional development
• A dynamic and supportive team environment
• A comprehensive training program to help you succeed in your role
• A chance to work with a leading brand in the fine jewelry industry

How to Apply

If you're passionate about delivering exceptional customer service and have a strong desire to join a dynamic and innovative team, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We can't wait to hear from you! Apply for this job