Support Specialist, Chat (Remote) – Empowering Customer Connections at arenaflex

At arenaflex, we're committed to revolutionizing the way our customers interact with us. As a Support Specialist, Chat, you'll play a vital role in creating seamless communication pathways between our customers and our brand. If you're passionate about delivering exceptional customer experiences, possess excellent communication skills, and thrive in a fast-paced environment, we want to hear from you.

About arenaflex

arenaflex is a leading innovator in the industry, dedicated to providing cutting-edge solutions that exceed customer expectations. Our team is passionate about fostering strong relationships with our customers, and we're looking for like-minded individuals to join our mission. As a remote inbound customer service call center role, you'll be an extension of our brand, representing arenaflex's values of politeness, clarity, and concision.

Key Responsibilities

As a Support Specialist, Chat, your primary focus will be on:

• 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 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 succeed in this role, you'll need:

• A minimum of 1 year of contact center experience, with at least 6 months of chat and sales experience.
• 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.
• A high school diploma/GED, with an associate's or bachelor's degree or equivalent experience preferred.
• Proven ability to help customers and provide customer service.
• Adaptability and dependability, with a proven ability to follow through on tasks and adhere to flexible work schedules and shifts.
• Clear and concise written and oral communication skills, with the ability to address customer needs through written and oral mediums.
• Technical savvy and ability to learn and navigate computer systems.
• Ability to quickly build and develop open, honest, and friendly rapport with customers 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.

Working Hours and Schedule Details

* Closed Thanksgiving Day and Christmas Day.

• Holiday blackout period: November 24th through December 31st.
• Support specialist schedules vary based on business need.

Working Conditions and Physical Effort

* Ability to sit for long periods of time.

• Talking through the computer for many meetings and one-to-one conversations.
• Continuous viewing of a computer monitor and data entry.
• Travel as necessary (<10%).

Benefits

* 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

* Day shift (preferred).

• Evening shift (preferred).
• Morning shift.

Work Location

* Remote. If you're passionate about delivering exceptional customer experiences and possess the skills and qualifications we're looking for, we encourage you to apply to this exciting opportunity. Join our team at arenaflex and be part of a dynamic and innovative organization that's committed to revolutionizing the way our customers interact with us. Apply now and take the first step towards a rewarding career with arenaflex. Apply for this job