Experienced Customer Care Supervisor – E-Commerce and Customer Service Leadership

At arenaflex, we're passionate about delivering exceptional customer experiences and creating a workplace that fosters growth, innovation, and excellence. As a Customer Care Supervisor, you'll play a vital role in driving customer satisfaction, loyalty, and repeat business while supporting the Customer Care Manager with day-to-day department management and data reporting activities. If you're a customer-focused leader with a passion for delivering outstanding service, we encourage you to join our expanding team and discover a workplace that champions internal growth and career development.

About arenaflex

arenaflex is a leading provider of premium cigars and accessories, renowned for its commitment to delivering unparalleled customer service and exceptional products at affordable prices. With over 20 years of experience, we've built a reputation for excellence, and our customers are at the heart of everything we do. Our team is dedicated to creating a workplace that's inclusive, supportive, and empowering, where everyone has the opportunity to grow and thrive.

Position Highlights

As a Customer Care Supervisor, you'll be responsible for:

• Providing exceptional customer service experiences, ensuring that every interaction is positive and pleasant
• Responding efficiently to customer inquiries, maintaining high customer satisfaction during all interactions, including telephone, email communications, and chat
• Taking orders via inbound sales calls, ranging from moderate to light in volume
• Offering advice and products to customers based on their previous order history, without making them feel pressured or hassled to add additional items to their order
• Documenting customer interactions clearly and accurately in the Customer Service Ticket System
• Assisting the department manager with metric tracking and regular reporting to be presented to senior leadership
• Becoming familiar with software and processes used by the department and acting as support and backup SME to the Customer Care Manager
• Acting as backup to the manager on assigning workload when the manager is unavailable
• Completing various additional tasks as assigned

Our Ideal Candidate

We're looking for a customer-focused leader with:

• Excellent communication skills, both verbal and written
• A pleasant demeanor and a good sense of humor
• Ability to multitask and prioritize, with a problem-solving mindset
• Cigar knowledge is a plus, but a drive for customer service and willingness to learn is essential
• Experience with generating and presenting reports based on system data
• Proficient computer skills, including Microsoft Office (Excel, Word) and Google Apps (Drive, Docs, Sheets)
• Strong organizational and time management skills
• Ability to work independently in a remote environment
• A quiet workspace with reliable internet connection
• Ability to commute to Stuart, FL for semi-annual team meetings and gatherings

Minimum Job Requirements

* Associates degree required; College degree in business administration or related field highly preferred

• Minimum of 3 years Customer Service experience with D2C e-Commerce based company
• 2 years experience in lead/supervisory role involving delegation of work and owning ticket escalations
• Experience with generating and presenting metric-based reports

Desired Qualifications

* Experience with Zendesk

• Familiarity with various web browsers, including Chrome/Firefox, and Internet Explorer, and ability to shift seamlessly between many tabs at once
• Familiarity with the Cigar industry

Compensation and Benefits

* $25-$30 per hour to start, depending on experience

• Comprehensive Health Insurance: Medical, Dental, & Vision
• Retirement plan options with company match
• Participation in bonus plans (based on individual and company goals being met)
• Paid holidays
• Paid Time Off (PTO)
• Generous employee discount
• Career advancement opportunities

Work Environment and Culture

As a remote employee, you'll have the flexibility to work from the comfort of your own home, with a quiet workspace and reliable internet connection. Our team is dedicated to creating a workplace that's inclusive, supportive, and empowering, where everyone has the opportunity to grow and thrive. We're passionate about delivering exceptional customer experiences and creating a workplace that fosters growth, innovation, and excellence.

How to Apply

If you're a customer-focused leader with a passion for delivering outstanding service, we encourage you to submit an application today! Please visit our website to learn more about this exciting opportunity and to apply. Apply for this job