**Experienced Customer Service Representative – Chat Support Specialist (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 top-notch support and guidance to help them find the perfect solution. If you're a customer-centric individual with a passion for delivering outstanding service, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of innovative solutions and services that empower individuals and businesses to thrive in today's fast-paced world. With a commitment to excellence and a passion for customer satisfaction, we're dedicated to building long-lasting relationships with our customers and partners. As a remote Support Specialist, Chat, you'll be an integral part of our team, working closely with our sales, marketing, operations, and business-to-business departments to ensure seamless customer experiences.
**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 the sale.
* 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.
* Proven ability to help customers and provide 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 the 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**
While not required, the following qualifications are highly desirable:
* Experience working in a fast-paced environment with multiple priorities and deadlines.
* Proven ability to work independently and as part of a team.
* Strong problem-solving and analytical skills.
* Ability to multitask and prioritize tasks effectively.
* Experience with CRM software and other customer service tools.
**Working Conditions and Physical Effort**
As a remote Support Specialist, Chat, you'll need to:
* Be able to sit for long periods of time.
* Talk through the computer for many meetings and one-to-one conversations.
* Continuously view a computer monitor and enter data.
* Travel as necessary (