At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our customers' expectations. As a Support Specialist, Chat, you'll play a vital role in creating strong communication pathways between arenaflex and its customers, providing superior tire knowledge and technical assistance to finalize and close sales. If you're a customer service enthusiast with a passion for helping others, we want to hear from you.
**About arenaflex**
arenaflex is a leading provider of innovative solutions in the tire industry. Our mission is to empower our customers with the knowledge and tools they need to make informed decisions about their tire needs. We're committed to delivering exceptional customer experiences, and we're looking for talented individuals like you to join our team.
**Job Summary**
As a Support Specialist, Chat, you'll be responsible for providing exceptional customer service to arenaflex customers through live chat sessions, phone calls, and email correspondence. You'll be the voice of arenaflex, providing accurate and timely information to customers, resolving issues, and ensuring 100% customer satisfaction. If you're a team player with excellent communication skills, a passion for customer service, and a willingness to learn, 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 to close sales.
* 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 systems.
* 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**
* Prior experience working in a fast-paced customer service environment.
* Experience with CRM software and other customer service tools.
* Strong problem-solving and analytical skills.
* Ability to work in a team environment and provide support to colleagues as needed.
* Strong communication and interpersonal skills.
**Working Hours and Schedule Details**
* Closed Thanksgiving Day, Christmas Day.
* Holiday black out period: Nov 24th thru Dec 31st.
* Support specialist schedules vary based upon 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%).
**Job Type**
* Full-time.
**Pay**
* $19.50 per hour.
**Expected Hours**
* 40 per week.
**Benefits**
* 401(k).
* 401(k) matching.
* Dental insurance.
* Flexible schedule.
* Health insurance.
* On-the-job training.
* Paid time off.
* Referral program.
* Vision insurance.
* Work from home.
**Shift**
* Day shift.
* Evening shift.
* Morning shift.
**Shift Availability**
* Day Shift (Preferred).
* Night Shift (Preferred).
**Work Location**
* Remote.
If you're a motivated and customer-focused individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join the arenaflex team.
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