Experienced Full Stack Support Specialist, Chat - Remote

At arenaflex, we're revolutionizing the tire replacement industry with our cutting-edge technology and inclusive, collaborative culture. As a remote inbound customer service call center role, the Support Specialist, Chat is an integral part of our team, creating strong communication pathways between arenaflex and its customers. If you're a customer service expert with a passion for delivering exceptional experiences, 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 providing superior tire knowledge and technical assistance to customers, finalizing and closing sales, and ensuring 100% customer satisfaction. If you're a versatile and adaptable individual with excellent communication skills, we encourage you to apply.

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.
• 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.

• Ability to work in a team environment.
• Strong problem-solving skills.
• Ability to multitask and prioritize tasks.
• Experience with CRM software.

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

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 (<10%).

Compensation and Benefits:

* The compensation offered for this position will depend on qualifications, experience, and geographic location.

• This position is primarily paid on highly incentivized commission structure.
• The starting compensation is expected to be: $19.50/hour

Equal Employment Opportunity Statement:

arenaflex is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities. *ADA Disclosure: Any candidate who feels that they may need an accommodation to complete this application, or any portions of same, based on the impact of a disability should contact arenaflex's Human Resources Department to discuss your specific needs. Please feel free to contact us at [email protected] or via phone at 833-483-8232.

About arenaflex:

arenaflex is where innovation meets impact. We're the B2B tech platform that's redefining tire replacement to make it "way simple, way better." Join us for:

• Cutting-edge tech
• Inclusive, collaborative culture
• Rapid growth
• Remote-first workplace

If you're drawn to groundbreaking innovation, a curious and forward-thinking culture, and the power to transform an entire industry, arenaflex is where you belong. Learn more about arenaflex: https://arenaflex.com/about Apply Job! Apply for this job