Experienced Full Stack Support Specialist – Digital Chat & Customer Service (Remote)
At arenaflex, we're passionate about delivering exceptional customer experiences that leave a lasting impression. As a Support Specialist, Chat, you'll play a vital role in creating strong communication pathways between arenaflex and its customers, providing superior tire knowledge and technical assistance to finalize and close sales. If you're a customer service enthusiast with a passion for delivering exceptional experiences, we want to hear from you!
About arenaflex
arenaflex is a leading provider of innovative solutions in the tire industry. Our mission is to empower customers with the knowledge and confidence to make informed decisions about their tire needs. We're committed to delivering exceptional customer experiences, and our Support Specialists, Chat, are the face of our brand. As a remote inbound customer service call center role, you'll be an extension of our team, working closely with customers to understand their needs and provide tailored solutions.
Key Responsibilities
As a Support Specialist, Chat, you'll be responsible for:
- Responding to all inbound sales leads from current and potential customers, providing superior tire knowledge and technical assistance to finalize and close sales.
- Proactively making outbound contacts to current and potential customers to identify opportunities to increase tire sale revenues.
- Meeting or exceeding individual and department KPIs and performance goals by uncovering customers' needs and offering exceptional sales and service to close the sale.
- Listening and learning our products to become a subject matter expert and voice for our brand.
- Effectively managing 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 telephone and email follow-up, understanding and resolving customer questions, concerns, issues, and needs, and 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
To succeed in this role, you'll need:
- A minimum of 1 year of contact center experience, with at least 6 months of chat and sales experience.
- 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.
- A high school diploma/GED, with an associate's or bachelor's degree or equivalent experience preferred.
- Experience in helping customers and providing customer service.
- Adaptability and dependability, with a proven ability to follow through on tasks and adhere to flexible work schedules and shifts.
- Clear and concise written and oral communication skills, with a proven ability to address customer needs through written and oral mediums.
- Technical savvy and ability to learn and navigate computer systems.
- Ability to quickly build and develop open, honest, and friendly rapport with customers to move through and solve customer challenges.
- Bilingual ability to fluently speak and write in Spanish is a bonus.
- Prior experience in the tire or automotive industry is a bonus.
- Prior experience working in a remote environment is a bonus.
Preferred Qualifications
* Prior experience in a similar role, with a proven track record of success.
- Experience working with CRM systems and other customer service software.
- Knowledge of the tire industry and its products.
- Certification in customer service or a related field.
Working Conditions and Physical Effort
As a remote Support Specialist, Chat, you'll be working from home, with the following working conditions and physical effort requirements:
- 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