Experienced Full Stack Customer Service Representative – Remote Customer Support

Join arenaflex, a fast-growing, nationally recognized direct-to-consumer brand, as we seek a driven, detail-oriented Customer Service Representative to join our team. As a key member of our customer support team, you will be responsible for delivering exceptional customer experiences through inbound and outbound communication channels. If you thrive in a fast-paced environment with high standards, look no further. We offer a competitive salary, comprehensive benefits, and opportunities for growth and development.

About arenaflex

arenaflex is a dynamic and adaptable organization that empowers great people to do their best work. We are passionate about delivering high-quality products and exceptional customer experiences. Our culture values transparency, authenticity, and respect for our customers and colleagues. We believe in fostering an environment where differences are celebrated, and everyone feels valued and appreciated.

The Customer Service Representative's Mission

As a Customer Service Representative, your mission is to treat customers as we would want to be treated. You will be responsible for maintaining customer satisfaction through inbound and outbound communication channels, including phone calls, email support tickets, chats, forums, and other avenues of communication. Your goal is to help arenaflex grow with exceptional customer satisfaction by resolving problems and making the process easy for customers while building and maintaining our reputation.

Company Core Values

* Get the important stuff done: We look for individuals who strive to have a deep understanding of their role, how their work connects to their team and the company at large, and how to organize their priorities to drive business value in the right ways.

• Actively and eagerly seek to learn, improve, and grow: We look for individuals with intellectual curiosity and a questioning mindset.
• Ask questions and use data to make decisions: We look for individuals who take in evidence, organize information from multiple sources, derive meaning from it, and make critical decisions quickly.
• "We" not "I": We value knowing how to cooperate with peers and leaders to help the team achieve its goals.
• See the glass half full: We look for individuals who take ownership of their role and demonstrate enthusiasm, excitement, and passion for their work.

Primary Responsibilities / Essential Job Functions

* Answering inbound customer calls in a friendly manner while using active listening skills.

• Using upselling techniques to enhance customer experiences.
• Responding to inbound digital communication from customers in a friendly manner and handling each customer as if they were the ONLY customer.
• Interpreting digital communication to understand customer issues fully.
• Doing everything possible to resolve the issue the customer is communicating about in the first call, email, or chat (first-contact resolutions).
• Updating detailed notes in our system for each customer to ensure an excellent history in case the customer calls again.
• Maintaining knowledge of our products and services.
• Following our Quality Assurance standards at all times and meeting all KPI targets.
• Placing outbound calls as needed to answer voicemails, support tickets, or as directed by management.
• Preventing cancellations or returns where possible.
• Understanding when to forward escalated issues to management.
• Having full knowledge of our internal systems, including Wiki and SOPs for customer service tasks.
• Creating and revising SOPs as needed and having them approved by management.
• Understanding current promotions fully and using appropriate Ad Codes when placing orders.
• Identifying trends heard from customers and reporting these trends to management in detail with data.
• Reporting any system issues to management for immediate investigation.
• Handling special projects when delegated by management.
• Helping with training new representatives.
• Additional job responsibilities and duties may be asked of you anytime.

Other Responsibilities

* Follow all policies and procedures of arenaflex.

• Demonstrate regular and reliable attendance.

arenaflex Offer

* 100% remote work environment

• Competitive salary and bonus program
• Comprehensive benefits package, including medical, vision, and 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

Requirements

* High school graduate or equivalent

• 2+ years of contact center experience in a call center-related field, including customer service
• Ability to work in a fast-paced environment with high standards
• Comfortable upselling and using active listening skills
• Strong grammar and communication skills
• Strong computer skills and comfortable working with 10+ systems
• Ability to achieve daily KPIs for phone, email, and chat
• A mindset that is open and ready to embrace change
• Coachable and willing to learn and grow

Skills and Abilities

* Ability 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

Physical And Mental Demands

* The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job responsibilities.

• While performing the duties of this job, the employee is required to sit for extended periods: up to 8 hours with (4) 10-minute breaks and (1) 30-minute lunch.
• The repetitive motion of hands is required for extended use of a computer.
• Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

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.
• We currently hire employees residing in the following states: FL, GA, ID, IL, KY, NE, NC, OH, PA, TN, TX, UT, VA, WI.

How to Apply

If you believe you have what it takes to join our team, submit your application without delay. We are keen to hear from talented candidates like you. Apply To This Job Apply for this job