**Experienced Customer Care Supervisor – E-Commerce and Customer Service Leadership**

At arenaflex, we're passionate about delivering exceptional customer experiences and creating a workplace that fosters growth, innovation, and excellence. As a Customer Care Supervisor, you'll play a vital role in driving customer satisfaction, loyalty, and repeat business while supporting the Customer Care Manager with day-to-day department management and data reporting activities. If you're a customer-focused leader with a passion for delivering outstanding service, we encourage you to join our expanding team and discover a workplace that champions internal growth and career development.

• *About arenaflex**

arenaflex is a leading provider of premium cigars and accessories, renowned for its commitment to delivering unparalleled customer service and exceptional products at affordable prices. With over 20 years of experience, we've built a reputation for excellence, and our customers are at the heart of everything we do. Our team is dedicated to creating a workplace that's inclusive, supportive, and empowering, where everyone has the opportunity to grow and thrive.

• *Position Highlights**

As a Customer Care Supervisor, you'll be responsible for:

• Providing exceptional customer service experiences, ensuring that every interaction is positive and pleasant
• Responding efficiently to customer inquiries, maintaining high customer satisfaction during all 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 customers based on their previous order history, without 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

• *Our Ideal Candidate**

We're looking for a customer-focused leader with:

• Excellent communication skills, both verbal and written
• A pleasant demeanor and a good sense of humor
• Ability to multitask and prioritize, with a problem-solving mindset
• Cigar knowledge is a plus, but a drive for customer service and willingness to learn is essential
• Experience with generating and presenting reports based on system data
• Proficient computer skills, including Microsoft Office (Excel, Word) and Google Apps (Drive, Docs, Sheets)
• Strong organizational and time management skills
• 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

• *Minimum Job Requirements**

• Associates degree required; College degree in business administration or related field highly preferred
• Minimum of 3 years Customer Service experience with D2C e-Commerce based company
• 2 years experience in lead/supervisory role involving delegation of work and owning ticket escalations
• Experience with generating and presenting metric-based reports

• *Desired Qualifications**

• Experience with Zendesk
• Familiarity with various web browsers, including Chrome/Firefox, and Internet Explorer, and ability to shift seamlessly between many tabs at once
• Familiarity with the Cigar industry

• *Compensation and Benefits**

• $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, with a quiet workspace and reliable internet connection. Our team is dedicated to creating a workplace that's inclusive, supportive, and empowering, where everyone has the opportunity to grow and thrive. We're passionate about delivering exceptional customer experiences and creating a workplace that fosters growth, innovation, and excellence.

• *How to Apply**

If you're a customer-focused leader with a passion for delivering outstanding service, we encourage you to submit an application today! Please visit our website to learn more about this exciting opportunity and to apply.