**Join arenaflex, a rapidly growing direct-to-consumer brand, as we revolutionize the way people live, work, and interact with our products.**
At arenaflex, we're passionate about empowering individuals to thrive in a fast-paced environment where results drive success. As a Customer Service Representative, you'll be at the forefront of delivering exceptional customer experiences, fostering a culture of transparency, and driving business growth. If you're a driven, detail-oriented, and results-focused individual who thrives in a dynamic environment, we want to hear from you.
**About arenaflex**
arenaflex is a nationally recognized brand that offers high-quality products across multiple categories, including camping & outdoor, emergency preparedness, and health & wellness. Our adaptable, results-focused, and data-driven team is dedicated to empowering great people to do their best work. We're committed to creating a culture that values diversity, inclusivity, and open communication, where everyone feels valued and appreciated.
**The Customer Service Representative's Mission**
As a Customer Service Representative, your mission is to treat customers as you 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 arenaflex grow with exceptional customer satisfaction by resolving problems, making the process easy for customers, and building and maintaining our reputation.
**Key Responsibilities**
* Answer inbound customer calls in a friendly manner while using active listening skills
* Use upselling techniques to enhance customer experiences
* Respond to inbound digital communication from customers in a friendly manner and handle each customer as if they were the ONLY customer
* Interpret digital communication to understand customer issues fully
* Resolve issues in the first call, email, or chat (first-contact resolutions)
* Update detailed notes in our system for each customer to ensure an excellent history in case the customer calls again
* Maintain knowledge of our products and services
* Follow Quality Assurance standards at all times and meet all KPI targets
* Place outbound calls as needed to answer voicemails, support tickets, or as directed by management
* Prevent cancellations or returns where possible
* Understand when to forward escalated issues to management
* Have full knowledge of our internal systems, including Wiki and SOPs for customer service tasks
* Create and revise SOPs as needed and have them approved by management
* Understand current promotions fully and use appropriate Ad Codes when placing orders
* Identify trends heard from customers and report these trends to management in detail with data
* Report any system issues to management for immediate investigation
* Handle special projects when delegated by management
* Help with training new representatives
* Additional job responsibilities and duties may be asked of you anytime
**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
* 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
**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
**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
**Compensation and Benefits**
* 100% remote work opportunity
* 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
**How to Apply**
If you're a motivated, customer-focused individual who is passionate about delivering exceptional experiences, we want to hear from you. Apply now to join our team and be part of a dynamic, results-driven environment where you can grow and thrive.
Apply Now!
**Note:** arenaflex will never ask for personal information via email. Any and all offers will come directly from Human Resources via phone call and email.
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