Experienced Customer Service Representative – Chat Support Specialist (Remote)

At arenaflex, we're passionate about delivering exceptional customer experiences that leave a lasting impression. As a Support Specialist, Chat, you'll play a vital role in creating strong communication pathways between arenaflex and its customers, providing top-notch support and guidance to help them find the perfect solution. If you're a customer-centric individual with a passion for delivering outstanding service, we want to hear from you!

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower individuals and businesses to thrive in today's fast-paced world. With a commitment to excellence and a passion for customer satisfaction, we're dedicated to building long-lasting relationships with our customers and partners. As a remote Support Specialist, Chat, you'll be an integral part of our team, working closely with our sales, marketing, operations, and business-to-business departments to ensure seamless customer experiences.

Key Responsibilities

As a Support Specialist, Chat, you'll be responsible for:

• 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.

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Experience working in a fast-paced environment with multiple priorities and deadlines.
• Proven ability to work independently and as part of a team.
• Strong problem-solving and analytical skills.
• Ability to multitask and prioritize tasks effectively.
• Experience with CRM software and other customer service tools.

Working Conditions and Physical Effort

As a remote Support Specialist, Chat, you'll need to:

• Be able to sit for long periods of time.
• Talk through the computer for many meetings and one-to-one conversations.
• Continuously view a computer monitor and enter data.
• Travel as necessary (Apply for this job