Experienced Customer Service Representative – Chat Support Specialist (Remote)

At arenaflex, we're committed to 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-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 in the tire industry. Our mission is to empower customers to make informed decisions about their tire needs, while providing exceptional support and service throughout the entire process. We're dedicated to fostering a culture of collaboration, innovation, and customer satisfaction, and we're looking for talented individuals like you to join our team.

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 sales.
• 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 sales.
• Listening and learning about 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 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

* 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, with a proven ability to follow through on tasks and adhere to flexible work schedules and shifts.
• Clear and concise written and oral communicator with a 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 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

* Prior experience in a customer-facing role, with a proven track record of delivering exceptional customer service.

• Experience working in a fast-paced environment, with the ability to multitask and prioritize tasks effectively.
• Strong problem-solving skills, with the ability to think critically and creatively.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
• Ability to work independently, with minimal supervision, and as part of a team.

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 (Apply for this job