At arenaflex, we believe in the transformative power of sports to bring people together and create lasting memories. As a leading sports retailer, we're committed to fostering a culture of inclusivity, diversity, and community engagement. Our Athlete Engagement Team is at the heart of this mission, providing exceptional customer service to athletes across the country. We're seeking a highly motivated and customer-centric individual to join our team as a Customer Service Representative, working a 3:15 PM – 12:15 AM ET shift from the comfort of their own home.
**Overview**
As a Customer Service Representative on our Athlete Engagement Team, you'll play a critical role in creating unforgettable experiences for our athletes. You'll be the second tier of customer support, empowered to build meaningful relationships, resolve complex issues, and provide personalized solutions to our customers. If you're passionate about sports, customer service, and building strong communities, we want to hear from you!
**Job Duties & Responsibilities**
* Partner with athletes (customers) over the phone or via chat to address questions and concerns, providing exceptional service and building trust through clear and empathetic communication.
* Dive into Tier 2 escalation calls and chats like a pro, solving questions, taking ownership of concerns, and cheering on our athletes with enthusiasm.
* Build relationships that go above and beyond the game, making each interaction matter through personalized service and attention to detail.
* Tackle challenges head-on, from gear advice to order hiccups, ensuring every athlete leaves with a smile and ensuring our athlete needs (orders, payments, price adjustments, returns/exchanges, loyalty accounts, and gift cards) are met accurately and efficiently.
* Utilize appropriate processes, online programs, and bring positivity and passion to every shift, setting the standard for exceptional customer service.
* Work with internal and external partners (e.g., arenaflex stores, shipping companies, other Athlete Engagement Team members) over the phone, email, and/or chat to support issue resolution, share knowledge, and complete tasks efficiently.
* Take ownership of any significant issues or uncertainties that arise during athlete calls, such as troubleshooting technical issues, reporting sensitive concerns, and investigating potential incidents. Appropriately log all information.
* Engage in team events and culture-building initiatives, being a positive voice within the team and offering recommendations to your supervisor on how to create better athlete experiences.
**Qualifications**
* High school diploma or equivalent
* Less than 1 year of experience in a customer-facing role, such as customer service, retail, food service, or hospitality (part-time experience okay)
* High-speed internet
* Ethernet Port
* Microsoft Office, TEAMS
* Experience a plus for IVR (Five9), CRM or order management lookup tools, viewing tracking information (Fedex, UPS, Freight), and using loyalty and gift card platforms
**Knowledge, Skills, & Abilities**
* A love for sports and building strong communities, with a knack for sharing that passion with others
* Stellar communication skills that score big points in problem-solving
* Flexibility to adapt to different situations and play as a team player
* Think fast on your feet and don't get overwhelmed when thrown a curve ball
* Tech-savvy skills to navigate our systems and slam-dunk service every time
* If bilingual, could be called up to speak to our Spanish-speaking athletes
* Willingness to work one weekend day a week (i.e., 4 weekdays, 1 weekend day) as well as some holidays, in order to support our peak business
* Train like a champion! Mandatory training sessions are scheduled 8 am – 5 pm (ET) Monday through Friday for the first 3 weeks of joining the team.
**What We Offer**
* Competitive pay range: $35,400 - $53,300
* Part of a comprehensive total rewards package that includes incentive, equity, and benefits
* Regular pay reviews to ensure competitive and equitable pay
* Paid leave requirements met by arenaflex
* Generous suite of benefits, including health, dental, and vision insurance, 401(k) matching, and more
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
**How to Apply**
If you're passionate about sports, customer service, and building strong communities, we want to hear from you! Apply now to join our Athlete Engagement Team as a Customer Service Representative and become a part of the arenaflex family.