**Experienced Customer Service Representative - Remote Opportunity with arenaflex**

**Job Summary:** Join arenaflex, a fast-growing, nationally recognized direct-to-consumer brand, as a Customer Service Representative. As a key member of our team, you will be responsible for delivering exceptional customer experiences through inbound and outbound communication channels. If you thrive in a fast-paced environment, are driven to achieve high standards, and value flexibility, this opportunity is perfect for you. arenaflex offers a dynamic work environment, competitive pay, and a comprehensive benefits package to support your growth and well-being. **About arenaflex:** arenaflex is a leading direct-to-consumer brand that offers high-quality products across multiple categories, including camping & outdoor, emergency preparedness, and health & wellness. Our team is powered by adaptable, results-focused, and data-driven individuals who are passionate about delivering exceptional customer experiences. We value transparency, authenticity, and inclusivity, creating a culture where everyone feels valued and empowered to do their best work. **The Customer Service Representative's Mission:** As a Customer Service Representative, your mission is to treat customers with respect, empathy, and professionalism, ensuring their satisfaction and loyalty. You will be responsible for: * Maintaining customer satisfaction through inbound and outbound communication channels, including phone calls, email support tickets, chats, forums, and other avenues of communication. * Resolving problems and making the process easy for customers while building and maintaining arenaflex's reputation. * Creating an effortless experience for customers before and after they receive their products. **Company Core Values:** * **Get the important stuff done:** We look for individuals who strive to have a deep understanding of their role, how their work connects to their team and the company at large, and how to organize their priorities to drive business value in the right ways. * **Actively and eagerly seek to learn, improve, and grow:** We look for individuals with intellectual curiosity and a questioning mindset. * **Ask questions and use data to make decisions:** We look for individuals who take in evidence, organize information from multiple sources, derive meaning from it, and make critical decisions quickly. * **"We" not "I":** We value knowing how to cooperate with peers and leaders to help the team achieve its goals. * **See the glass half full:** We look for individuals who take ownership of their role and demonstrate enthusiasm, excitement, and passion for their work. **Primary Responsibilities / Essential Job Functions:** * 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 detailed notes in our system for each customer to ensure an excellent history in case the customer calls again. * Maintaining knowledge of arenaflex's products. * 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 arenaflex's systems, including Wiki and SOPs for customer service tasks. * 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. **arenaflex Offer:** * **100% remote:** Work from the comfort of your own home and enjoy the flexibility to balance work and personal life. * **Great Pay and Bonus Program:** Earn competitive pay and bonuses for achieving high standards and delivering exceptional customer experiences. * **Company Paid Medical Coverage:** Enjoy comprehensive medical coverage for you and your family. * **Vision & Dental Coverage:** Receive vision and dental coverage to support your overall well-being. * **401K with Company Match:** Contribute to your retirement savings and enjoy a company match. * **Generous PTO Policy:** Take time off when you need it, and enjoy a generous PTO policy. * **Paid Maternity/Parental Leave:** Receive paid leave to care for your new baby or family member. * **Employee Referral Bonus:** Earn a bonus for referring friends and family to arenaflex. * **Student Loan Repayment Program:** Receive assistance with student loan repayment. * **Volunteer Time Off:** Take time off to volunteer and give back to your community. * **Professional Development Fund:** Invest in your growth and development with a professional development fund. **Requirements:** * **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. * **Other Qualifications:** + For the training weeks, you must have a computer, webcam, and USB headset only (wireless headsets will not be allowed). + Must have reliable wi-fi. + Must have a quiet, distraction-free work environment. Distraction-free is defined as the following: - Closed door with no one in the room. - No people talking in the background (including babysitter, family, friends, TV, and monitors). - No dogs barking. - No working in public areas or vehicles. + Use a USB headset only (wireless headsets will not be allowed). + Must pass a background check and credit check. For the credit check, please see the following: - No bankruptcy for the past 7 years - No more than $2,500 TOTAL in open collections - Excluding medical and closed accounts. We do count student loans. **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. * Have excellent verbal and written communication skills. * Strong analytical and problem-solving skills. * Be detail-oriented and adaptable. **Physical And Mental Demands:** The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job responsibilities. While performing the duties of this job, the employee is required to sit for extended periods: up to 8 hours with (4) 10-minute breaks and (1) 30-minute lunch. The repetitive motion of hands is required for extended use of a computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. **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 arenaflex will never ask for personal information via email. Any and all offers will come directly from Human resources via phone call and email. **How to Apply:** If you are a motivated and customer-focused individual who is passionate about delivering exceptional experiences, apply now to join our team at arenaflex. Apply for this job