Experienced Full Stack Support Specialist, Chat - Remote
At arenaflex, we're revolutionizing the tire replacement industry with our cutting-edge technology and innovative approach. As a Support Specialist, Chat, you'll play a vital role in creating strong communication pathways between arenaflex and its customers, providing exceptional customer service, and driving sales growth. If you're a customer-centric, tech-savvy individual with a passion for delivering outstanding results, we want to hear from you.
Job Summary:
We're seeking an experienced Support Specialist, Chat to join our remote team. As a key member of our customer service team, you'll be responsible for responding to inbound sales leads, providing superior tire knowledge and technical assistance, and proactively making outbound contacts to increase tire sale revenues. You'll be the voice of arenaflex, representing our brand and values to customers, and ensuring 100% customer satisfaction.
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 individual and department KPIs and performance goals by uncovering customers' needs and offering exceptional sales and service to close the sale.
- 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.
- Handle inbound live chat sessions from online customers, verifying customer account information and order information.
- Consistently respond to all client questions and comments with correct grammar and punctuation via chat with complete and correct information.
- Process online orders, returns, replacements, adjustments, warranties, and installations.
- Track deliveries, installation, inventory, pricing, and ensure all customers' needs are met.
- Manage customer issues, ensuring 100% customer satisfaction, including telephone and email follow-up.
- Understand and resolve customer questions, concerns, issues, and needs.
- Maintain positive relationships with customers post-order to gauge satisfaction, solicit feedback, and meet any additional needs.
- Work 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 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.
- Strong problem-solving and analytical skills.
- Ability to work independently and as part of a team.
- Strong communication and interpersonal skills.
- Ability to adapt to changing priorities and deadlines.
Working Hours and Schedule:
* Support specialist schedules vary based upon business need.
- Closed Thanksgiving Day, Christmas Day Holiday blackout period: Nov 24th thru Dec 31st.
- 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