**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 (