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.
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