Experienced Support Specialist, Chat - Remote

Join arenaflex, a leading B2B tech platform, as we redefine the tire replacement industry with our innovative approach. As an Experienced Support Specialist, Chat, you will be a key member of our remote customer service team, responsible for creating strong communication pathways between arenaflex and its customers. If you have a passion for delivering exceptional customer service, are adaptable, and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a cutting-edge tech company that's revolutionizing the tire replacement industry. Our mission is to make tire replacement "way simple, way better" for our customers. We're a remote-first workplace that values innovation, inclusivity, and collaboration. Our team is comprised of talented individuals who are passionate about making a meaningful impact in the industry.

Job Summary

As an Experienced Support Specialist, Chat, you will be responsible for providing superior customer service to our clients through live chat sessions. You will be the voice of arenaflex, ensuring that our customers receive exceptional support and guidance throughout their tire replacement journey. Your primary goal will be to meet or exceed individual and departmental Key Performance Indicators (KPIs) and performance goals by uncovering customer needs and offering exceptional sales and service.

Key Responsibilities

* Respond to all inbound sales leads from current and potential customers, providing superior tire knowledge and technical assistance to finalize and close the sale.

• Proactively make outbound contacts to current and potential customers to identify opportunities to increase tire sale revenues.
• Meet or exceed all individual and departmental KPIs and performance goals by uncovering customer needs and offering exceptional sales and service.
• Listens and learns our 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 environment with multiple priorities and deadlines.

• Proven track record of meeting or exceeding sales and customer service goals.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• 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
• Ability to work flexible hours, including evenings and weekends as needed

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