At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our customers' expectations. As a leading online retailer of authentic fragrances, we've built a reputation for providing top-notch service to millions of customers worldwide. 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 three-time award winner of the Inc5000 fastest growing companies in the USA, founded in 2001. Our team is dedicated to providing an unparalleled shopping experience for our customers, with over 14,000 brand name authentic fragrances to choose from. We're a fast-paced, dynamic, and growing business that's always innovating and pushing the boundaries of what's possible. If you're looking for a challenging and rewarding career opportunity, join our team and be part of something amazing!
**Customer Service Associate Role**
We're seeking an experienced Customer Service Associate to join our remote team. As a Customer Service Associate, you'll be the first human touchpoint for our customers, and your role will be critical in delivering exceptional service experiences that drive customer satisfaction and loyalty. You'll be responsible for answering phone calls, emails, and chat messages promptly, accurately, and courteously, while also tracking orders, recognizing and responding to cross-sell opportunities, and resolving customer service problems promptly and accurately.
**Key Responsibilities:**
* Answer a high volume of phone calls, emails, and chat messages daily, promptly, accurately, and courteously
* Track orders promptly and accurately
* Recognize and respond to cross-sell opportunities presented in order calls or email requests
* Resolve customer service problems promptly and accurately, within proscribed company guidelines, and in a manner designed to retain and promote customer loyalty
* Assist with order verification, damaged/lost package claims, and reshipments
* Meet or exceed performance metrics, including handle time, quality assurance, and customer satisfaction
**Qualifications and Requirements:**
* Must have dedicated office/space that includes a computer, 2 monitors, keyboard, mouse, and headset
* Must be willing to work 7:00am to 4:00pm Eastern Standard Time
* Must have at least 6 months experience working remote
* Must have at least two years' experience working in a customer service position providing support through email, calls, chat, and social media
* Must have 1 year experience working with Zendesk or a customer service ticketing system
* Must have strong computer skills and strong data-entry/keyboard skills
* Must have experience working with metrics such as handle time, quality assurance, and more
* Must be willing to work overtime hours and weekend during holiday seasons
* Must be able to effectively communicate in English, verbally and in writing. Bi-lingual is a plus!
* Ability to manage and resolve conflict quickly and professionally
* Must be highly organized, with excellent attention to details
* High school degree, GED, or equivalent work experience
* Must have a customer-first mindset, which is measured through customer experience feedback
**What We Offer:**
* Competitive salary and benefits package
* Opportunity to work with a leading online retailer of authentic fragrances
* Collaborative and dynamic work environment
* Professional development opportunities to help you grow in your career
* Recognition and rewards for outstanding performance
* Flexible work arrangements, including remote work options
**How to Apply:**
To be considered for this exciting opportunity, please complete our assessment test, which takes 20-30 minutes on average from start to finish. Once you've completed the assessment, you'll be able to apply for the position through the link below.
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**Note:** arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We're committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.
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