At arenaflex, we're revolutionizing the tire replacement industry with cutting-edge technology and a customer-centric approach. As a Support Specialist, Chat, you'll play a vital role in creating strong communication pathways between arenaflex and its customers, providing exceptional tire knowledge and technical assistance to finalize and close sales. If you're a customer service expert with a passion for innovation and a drive to succeed, we want to hear from you.
**Job Summary:**
We're seeking an experienced Support Specialist, Chat to join our remote team. As a key member of our customer service team, you'll be responsible for responding to inbound sales leads, providing superior tire knowledge and technical assistance, and proactively making outbound contacts to current and potential customers. You'll also be responsible for handling inbound live chat sessions, verifying customer account information, and processing online orders. If you're a team player with excellent communication skills and a proven ability to adapt to fast-paced environments, we encourage you to apply.
**Key Responsibilities:**
* Respond to all inbound sales leads from current and potential customers, providing superior tire knowledge and technical assistance to finalize and close sales
* Proactively make outbound contacts to current and potential customers to identify opportunities to increase tire sale revenues
* Meet or exceed individual and department KPIs and performance goals by uncovering customers' needs and offering exceptional sales and service
* Listens and learns arenaflex products to become a subject matter expert and voice for our brand
* Effectively manages 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 (but not limited to) telephone and email follow-up
* Understanding and resolving customer questions, concerns, issues, and needs
* 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:**
* Minimum of 1 year of contact center experience with at least 6 months chat and sales experience required
* 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
* High school diploma/GED required, associates/bachelors degree or equivalent experience preferred
* Must have experience in helping customers and providing customer service
* Must be adaptable and dependable - proven ability to follow through on tasks and adhere to flexible work schedules and shifts
* Clear and concise written and oral communicator with proven ability to address customer needs through written and oral mediums
* Demonstrates technical savvy and ability to learn and navigate computer
* Ability to quickly build and develop open, honest, and friendly rapport with customers in order to move through and solve customer challenges
* Bilingual - ability to fluently speak and write in Spanish is a bonus
* Prior experience in tire or automotive industry is a bonus
* Prior experience working in a remote environment is a bonus
**Preferred Qualifications:**
* Experience working in a fast-paced, dynamic environment
* Proven track record of meeting or exceeding sales and customer satisfaction targets
* Strong analytical and problem-solving skills
* Ability to work independently and as part of a team
* Strong communication and interpersonal skills
* Ability to adapt to changing priorities and deadlines
**Working Hours and Schedule:**
* Support specialist schedules vary based upon business need
* Closed Thanksgiving Day, Christmas Day Holiday black out period: Nov 24th thru Dec 31st
**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%)
**Compensation:**
* The compensation offered for this position will depend on qualifications, experience, and geographic location
* This position is primarily paid on highly incentivized commission structure
* The starting compensation is expected to be: $19.50/hour
**Benefits:**
* arenaflex is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability (in compliance with the Americans with Disabilities Act*)
* arenaflex offers a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
* arenaflex is a remote-first workplace, offering the flexibility to work from anywhere
* arenaflex offers opportunities for professional growth and development, including training and education programs
**How to Apply:**
If you're a motivated and customer-focused individual with a passion for innovation, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you!
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