Experienced Customer Service Representative – Remote Athlete Engagement Team

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 providing exceptional customer experiences that inspire confidence and excitement in every athlete who walks through our doors. We're seeking a talented and passionate Customer Service Representative to join our Athlete Engagement Team, where you'll play a critical role in delivering world-class service to our customers.

Overview

As a Customer Service Representative on our Athlete Engagement Team, you'll be the face of arenaflex, providing personalized support to our customers over the phone or via chat. You'll be the go-to expert for resolving complex issues, building meaningful relationships, and creating epic athlete experiences. With a passion for sports and a knack for problem-solving, you'll thrive in this dynamic role, where no two calls are ever the same.

Job Duties & Responsibilities

* Partner with athletes (customers) over the phone or via chat to address questions and concerns, providing clear and empathetic communication that exceeds their expectations.

• 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 support and expert knowledge.
• Tackle challenges head-on, from gear advice to order hiccups, ensuring every athlete leaves with a smile and their needs are met accurately and efficiently.
• Utilize appropriate processes, online programs, and bring positivity and passion to every shift, making you the MVP of our team.
• Work with internal and external partners (e.g., arenaflex stores, shipping companies, other Athlete Engagement Teammates) 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 trouble-shooting 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 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 total rewards package, including a targeted pay range of $35,400 - $53,300

• Incentive, equity, and benefits, including a generous suite of benefits and paid leave requirements
• Opportunities for career growth and professional development, with a focus on building a diverse and inclusive workforce
• A dynamic and supportive work environment, with a passion for sports and a commitment to excellence
• Flexible work arrangements, including remote work options and a flexible schedule

How to Apply

If you're a motivated and passionate individual who is looking for a challenging and rewarding role, we encourage you to apply today! Visit our website at [insert website URL] to learn more about our company culture and values, and to submit your application. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve. Apply for this job