At arenaflex, we're passionate about inspiring confidence and optimism in everyone we interact with. As a Customer Service Representative, you'll play a vital role in enhancing the experience of our consumers who contact us through the call center, ecommerce, retail, wholesale, and internal channels. If you're a solution-oriented, innovative, and determined individual who thrives in a fast-paced environment, we want to hear from you!
**About arenaflex**
arenaflex is a dynamic and inclusive brand that embodies the spirit of Casual Glamour, Sunny & Spirited, and Charmingly Disarming. Our mission is to create a resort state of mind, where everyone can shine bright and stand out. We're committed to corporate social responsibility, recognizing the importance of serving our communities, protecting the environment, and promoting a respectful and inclusive workplace.
**Job Description**
As a Customer Service Representative, you'll be the face of arenaflex, representing our brand effectively to consumers and providing an exceptional experience that's consistent with our Sunshine Service guidelines and expectations. Your primary points of interaction will be through phone, email, live chat, and social channels. You'll be challenged daily to be solution-oriented, innovative, and determined, working closely with our Direct-to-Consumer team to achieve our goals.
**Key Responsibilities**
* Provide exceptional, solution-oriented, and personalized customer experience through phone, email, and live chat communication, resulting in increased spend levels and high retention.
* Play a key role in finding solutions for escalated scenarios and resolving open issues.
* Provide overall support for the Customer Service team during peak seasons and online sale events.
* Handle all customer inquiries and complaints via phone, email, and live chat promptly, accurately, and efficiently.
* Document and update consumer records based on interactions.
* Maintain a knowledge base of the evolving arenaflex brand.
* Listen and respond appropriately while placing online and/or telephone orders.
* Service and process e-commerce exchanges.
* Process manual returns and exchanges resulting from Retail purchases.
* Locate items and complete the sale for Consumers.
* Respond to irate callers in a courteous, professional manner.
* Perform other duties as assigned or required by supervisor.
* Adhere to attendance guidelines to ensure successful contribution to team's goals and performance.
* Flexible and willing to help work on department initiatives as needed.
* Meet or exceed all CSR goals.
* Maintain department productivity levels for customer satisfaction.
* Use creative problem-solving skills in questionable service requests to increase retention.
* Handle large call volumes while maintaining focus on the customer at hand.
* Troubleshoot billing questions within PayPal, CyberSource, Afterpay, and Klarna.
* Communicate with Retail Stores to reiterate policies for consumer satisfaction purposes.
* Work closely with our Signature Store owners, which are privately owned stores that represent our brand.
**Additional Responsibilities**
* Provide phone support during peak seasons, as well as during the online sale in August and January each year.
* Responsible for self-education of the product seasonal line and will need to know multiple seasons that correlate to both E-Commerce and Retail product.
**Qualifications**
* 2 or 4-year degree in communications, retail merchandising, general studies, or other closely related subject; Bachelor's degree preferred.
* 1-3 years' previous customer service/call center environment.
* 1-3 years' previous Sales, or retail experience.
* Excellent interpersonal and motivational skills, innovative and self-starter.
* Positive attitude and an engaging businesslike approach.
* Ability to respond clearly and professionally either verbally or in writing to inquiries or complaints from customers.
* Excellent attention to detail, and organizational skills.
* Ability to perform a high volume of transactions accurately with limited supervision.
* Proficiency in using personal computers, including proficiency in Microsoft Windows, Word, Excel, and Power Point.
* Ability to master the EREG POS system, along with any new POS systems that are implemented.
* Ability to understand data flows and understand how stock levels and product data is captured and populated on the website.
* Ability to work comfortably and productively in all MS Office Applications.
* Pleasant, friendly, and engaging speaking voice.
* Exceptional "solution-oriented" nature.
* Comfort in dealing with new technology and systems.
* Ability to multi-task while managing time.
* Demonstrated ability to work in a fast-paced environment.
**Work Environment and Culture**
* This position is based in our King of Prussia, Pennsylvania, home office.
* This position requires adherence to defined break times, given the nature of operating the 1-888-PB-LILLY number.
* Given the seasonality of the business, this position may require flexible, additional working hours during peak periods.
* There will also be blackout periods for vacation time determined by the Customer Service Supervisor and the Retail Operations Manager.
* This position is expected to collaborate effectively with other individuals in alignment with our Core Values and Core Leadership Qualities.
* This position requires compliance with arenaflex policies and a detailed Code of Conduct as outlined in the Employee Handbook.
**Compensation and Benefits**
* This position is classified as a full-time, hourly, non-exempt position.
* This position is eligible for overtime and standard company benefits.
* arenaflex is an Equal Opportunity Employer, committed to diversity and inclusion.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please click on the "" link to submit your application.