Experienced Customer Service Representative – Chat Support Specialist (Remote)
At arenaflex, we're on a mission to revolutionize the way people interact with our brand. As a Support Specialist, Chat, you'll play a vital role in creating strong communication pathways between arenaflex and its customers. If you're passionate about delivering exceptional customer service, have a knack for building rapport, and thrive in a fast-paced environment, we want to hear from you.
About arenaflex
arenaflex is a leading provider of innovative solutions in the tire and automotive industry. Our commitment to excellence, customer satisfaction, and employee growth has earned us a reputation as a trusted partner in the industry. As a remote Support Specialist, Chat, you'll be an extension of our brand, representing arenaflex's values of professionalism, empathy, and expertise.
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 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
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.
- Experience in helping customers and providing 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 a proven 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, dynamic environment.
- Proven track record of meeting or exceeding sales and customer satisfaction targets.
- Strong problem-solving and analytical skills.
- Ability to work independently and as part of a team.
- Familiarity with CRM software and other customer service tools.
Working Conditions and Physical Effort
As a remote Support Specialist, Chat, you'll need 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 Now
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