Join Today: Remote Customer Service Representative - Ohio
At arenaflex, we're on a mission to revolutionize the way we connect with our customers. As a fast-growing, nationally recognized direct-to-consumer brand, we're committed to delivering exceptional customer experiences across multiple categories, including camping & outdoor, emergency preparedness, and health & wellness. We're seeking a driven, detail-oriented Customer Advocate to join our team and help us achieve our goal of treating customers as we would want to be treated.
**About arenaflex**
arenaflex is a dynamic and adaptable organization that empowers great people to do their best work. We're a culture that values transparency, authenticity, and inclusivity, where differences are celebrated and everyone has the opportunity to grow and develop. Our team is passionate about delivering exceptional customer experiences, and we're committed to creating a work environment that's supportive, collaborative, and fun.
**The Customer Advocate's Mission**
As a Customer Advocate at arenaflex, your mission is to create an effortless experience for our customers from the moment they interact with us until they receive their products. You'll be responsible for maintaining customer satisfaction through inbound/outbound phone calls, email support tickets, chats, forums, and any other avenues of communication within the company. Your goal is to resolve problems and make the process easy for our customers while building and maintaining arenaflex's reputation.
**Key Responsibilities**
* Answering inbound customer calls in a friendly manner while using active listening skills
* Using upselling techniques to enhance customer experiences
* 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 to ensure an excellent history in case the customer calls again
* Maintaining knowledge of our products and services
* 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 warehouse systems to answer customer questions correctly
* 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
* Additional job responsibilities and duties may be asked of you anytime
**Essential Qualifications**
* 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
**Preferred Qualifications**
* Bachelor's degree in a related field (e.g., business, communications, customer service)
* Experience working in a customer-facing role, preferably in a call center or customer service environment
* Familiarity with CRM software and other customer service tools
* Experience with upselling and cross-selling techniques
* Strong analytical and problem-solving skills
* Ability to work independently and collaboratively as part of a team
* Excellent verbal and written communication skills
* Strong attention to detail and organizational skills
**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
**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
**Compensation and Benefits**
* 100% remote work environment
* 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
**How to Apply**
If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together.