Experienced Customer Care Supervisor – Delivering Exceptional Service and Driving Business Growth
At arenaflex, we're passionate about delivering unparalleled customer service and exceptional experiences to our valued customers. As a leading provider of premium cigars and accessories, we're committed to fostering a workplace that champions internal growth, career development, and a culture of excellence. We're seeking an enthusiastic and customer-focused Customer Care Supervisor to join our expanding team and drive repeat and new business by being an advocate for our company and its products.
About arenaflex
arenaflex has been a trusted name in the premium cigar industry for over 20 years, providing "best-in-class" products and services to our customers. Our commitment to excellence, customer satisfaction, and internal growth has earned us a reputation as a leader in our field. We're proud to offer a dynamic and growth-oriented work environment that encourages our team members to thrive and reach their full potential.
Position Highlights
As a Customer Care Supervisor at arenaflex, you'll be responsible for providing our customers with the best service experience possible, while driving repeat and new business by being an advocate for our company and its products. You'll support the Customer Care Manager with ticket escalation, day-to-day department management, and data reporting activities related to the department's KPIs. This is a full-time position with company-supplied equipment, and you'll have the opportunity to work remotely from the comfort of your own home.
Our Ideal Candidate
We're looking for a customer-focused individual with a pleasant demeanor and excellent communication skills. You should be able to multitask and prioritize, with a good sense of humor and a problem-solving attitude. While cigar knowledge is a plus, a drive for customer service and a willingness to learn are essential. You should also have experience with generating and presenting reports based on system data.
Responsibilities
As a Customer Care Supervisor at arenaflex, your responsibilities will include:
- Ensuring excellent service standards by providing a positive and pleasant customer service experience on every encounter with every customer
- Responding efficiently to customer inquiries and maintaining high customer satisfaction during all customer interactions, including telephone, email communications, and chat
- Taking orders via inbound sales calls ranging from moderate to light in volume
- Offering advice and products to our customers based on their previous order history as a courtesy and without ever making them feel pressured or hassled to add additional items to their order
- Documenting customer interactions clearly and accurately in the Customer Service Ticket System
- Assisting the department manager with metric tracking and regular reporting to be presented to senior leadership
- Becoming familiar with software and processes used by the department and acting as support and backup SME to the Customer Care Manager
- Acting as backup to the manager on assigning workload when the manager is unavailable
- Completing various additional tasks as assigned
Minimum Job Requirements
To be considered for this role, you should have:
- An Associate's degree required; a College degree in business administration or a related field highly preferred
- A minimum of 3 years of Customer Service experience with a D2C e-Commerce based company
- 2 years of experience in a lead/supervisory role involving delegation of work and owning ticket escalations
- Experience with generating and presenting metric-based reports
Knowledge, Skills & Abilities
You should possess:
- Proficient communication skills, both verbal and written
- Basic to intermediate computer knowledge with a working knowledge of Microsoft Office (Excel, Word) and Google Apps (Drive, Docs, Sheets)
- A professional manner with strong organizational and time management skills
- Comfortable in a fast-paced environment
- Strong attention to detail
- Ability to work independently in a remote environment
- A quiet workspace with reliable internet connection
- Ability to commute to Stuart, FL for semi-annual team meetings and gatherings
Desired Qualifications
While not required, we're looking for candidates with:
- Experience with Zendesk
- Familiarity with various web browsers, including Chrome, Firefox, and Internet Explorer, and the ability to shift seamlessly between many tabs at once
- Familiarity with the Cigar industry
Compensation and Benefits
We offer a competitive compensation package, including:
- $25-$30 per hour to start, depending on experience
- Comprehensive Health Insurance: Medical, Dental, & Vision
- Retirement plan options with company match
- Participation in bonus plans (based on individual and company goals being met)
- Paid holidays
- Paid Time Off (PTO)
- Generous employee discount
- Career advancement opportunities
Work Environment and Culture
As a remote employee, you'll have the flexibility to work from the comfort of your own home. Our company culture is built on a foundation of excellence, customer satisfaction, and internal growth. We're committed to fostering a workplace that encourages our team members to thrive and reach their full potential.
How to Apply
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to submit an application today. Please visit our website to learn more about our company and this exciting opportunity. [Apply to this job](https://www.indeed.com/viewjob?jk=730a101ab8f1b0f6&utm_campaign=google_jobs_apply&utm_source=google_jobs_apply&utm_medium=organic) [Apply to this job](https://www.indeed.com/viewjob?jk=730a101ab8f1b0f6&utm_campaign=google_jobs_apply&utm_source=google_jobs_apply&utm_medium=organic) Note: The job description has been rewritten to meet the requirements, and the company name has been replaced with "arenaflex" throughout the text. The job title has also been rewritten to be more descriptive and appealing to potential candidates. Apply for this job