**Join arenaflex, a fast-growing, nationally recognized direct-to-consumer brand, as we continue to revolutionize the way people live, work, and interact with our products and services.**
Are you a customer-centric individual with a passion for delivering exceptional service? Do you thrive in a fast-paced environment where no two days are ever the same? If so, we want to hear from you! arenaflex is seeking an experienced Customer Service Representative to join our remote team, providing top-notch support to our customers across the country.
**About arenaflex**
arenaflex is a dynamic and innovative company that offers a wide range of high-quality products across multiple categories, including camping & outdoor, emergency preparedness, and health & wellness. Our team is powered by an adaptable, results-focused, data-driven approach, and we're committed to empowering our employees to do their best work. We're a culture that values transparency, authenticity, and inclusivity, where everyone feels valued and respected.
**The Customer Service Representative Role**
As a Customer Service Representative at arenaflex, you'll be the face of our company, interacting with customers through various channels, including phone, email, chat, and social media. Your primary responsibility will be to provide exceptional customer service, resolving issues and answering questions in a friendly, professional, and timely manner. You'll be working in a fast-paced environment, where no two days are ever the same, and you'll be expected to adapt quickly to changing situations and priorities.
**Key Responsibilities**
* Answering inbound customer calls in a friendly manner while using active listening skills
* Responding to inbound digital communication from customers in a friendly manner and handling each customer as if they were the ONLY customer
* Interpreting digital communication to understand customer issues fully
* Doing everything possible to resolve the issue the customer is communicating about in the first call, email, or chat (first-contact resolutions)
* Updating very detailed notes in our system for each customer
* Maintaining knowledge of our products
* Following our Quality Assurance standards at all times and meeting all KPI targets
* Placing outbound calls as needed to answer voicemails, support tickets, or as directed by management
* Preventing cancellations or returns where possible
* Understanding when to forward escalated issues to management
* Having full knowledge of our internal systems and procedures
* Creating and revising SOPs as needed and having them approved by management
* Understanding current promotions fully and using appropriate Ad Codes when placing orders
* Identifying trends heard from customers and reporting these trends to management in detail with data
* Reporting any system issues to management for immediate investigation
* Handling special projects when delegated by management
* Helping with training new representatives
**Requirements**
* High School Graduate or GED
* 2 years + of contact center experience in a call center-related field, including customer service
* This position is based on Central Standard Time
* Understand the demands of working in a fast-paced environment and provide customer excellence
* Comfortable upselling
* Active listening skills & following protocols precisely
* You must be observant and have excellent judgment
* Strong grammar and communication skills
* Strong computer skills and comfortable working with 10+ systems while answering calls, emails, or chats
* Ability to achieve daily KPIs for phone, email, and chat
* A mindset that is open and ready to embrace change
* Coachable - This is key in hitting required monthly QA KPI measurements
* Consistent attendance is essential and recommended in achieving all KPIs
**Other Qualifications**
* For the training weeks, you must have a computer, webcam, and USB headset only (wireless headsets will not be allowed)
* Must have reliable wi-fi
* Must have a quiet, distraction-free work environment
* Use a USB headset only (wireless headsets will not be allowed)
* Must pass a background check and credit check
* For the credit check, please see the following:
+ No bankruptcy for the past 7 years
+ No more than $2,500 TOTAL in open collections
+ Excluding medical and closed accounts. We do count student loans.
**Skills and Abilities**
* Must be able to work independently and collaborate within a dynamic multi-department environment to achieve common goals
* Organize and manage multiple priorities simultaneously
* Take ownership and be self-motivated and resourceful to find problem solutions
* Be data and results-driven
* Learn quickly in a fast-paced open-plan environment
* Excellent verbal and written communication skills
* Strong analytical and problem-solving skills
* Detail-oriented and adaptable
**Physical And Mental Demands**
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job responsibilities.
While performing the duties of this job, the employee is required to sit for extended periods: up to 8 hours with (4) 10-minute breaks and (1) 30-minute lunch.
The repetitive motion of hands is required for extended use of a computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
**Work Environment And Travel Requirements**
Works in a well-lit, ventilated, and climate-controlled office environment with routine office equipment; some equipment has moving mechanical parts. The noise level in the work environment is typical for an office environment.
We currently hire employees residing in the following states: FL, GA, ID, IL, KY, NE, NC, OH, PA, TN, TX, UT VA, WI
**arenaflex Benefits**
* 100% remote!
* Great Pay and Bonus Program
* Company Paid Medical Coverage
* Vision & Dental Coverage
* 401K with Company Match
* Generous PTO Policy
* Paid Maternity/Parental Leave
* Employee Referral Bonus
* Student Loan Repayment Program
* Volunteer Time Off
* Professional Development Fund ...and many more
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we want to hear from you! Apply now to join our remote team at arenaflex and take the first step towards a rewarding and challenging career in customer service.