Experienced Customer Service Representative – Pet Industry Expertise (Remote in Maine)

Are you a people person with a passion for helping others? Do you have a knack for building strong relationships and resolving complex issues with ease? If so, we want to hear from you! arenaflex is revolutionizing the pet industry as one of the fastest-growing e-commerce retailers of all time, and we're seeking a full-time, motivated Customer Service Representative to join our award-winning customer service organization.

About arenaflex

arenaflex is a leading online retailer that's dedicated to providing an exceptional customer experience. We're not just a company – we're a community of pet lovers who are passionate about helping our customers find the perfect products for their furry friends. Our team is made up of pet enthusiasts who are committed to delivering top-notch service, and we're looking for like-minded individuals to join our ranks.

The Role

As a Customer Service Representative at arenaflex, you'll be the face of our company, interacting with customers via phone, email, and chat to resolve their queries and concerns. You'll be the go-to expert for all things pet-related, from helping customers shop for their new pet to finding the perfect chew toy or problem-solving when something doesn't go as planned. Our ideal candidate is someone who is comfortable working from home, has excellent communication skills, and is passionate about delivering exceptional customer service.

Responsibilities

* Engage directly with customers who contact us for a variety of topics, including product information, order tracking, and returns/exchanges

• Research and problem-solve to determine appropriate solutions for customers, think proactively, and set follow-ups as needed to ensure contact resolution
• Operate with understanding, utilize active listening, patience, empathy, and kindness to customers and Team Members alike
• Operate with a willingness to learn, share feedback, and be open-minded to grow
• Engage with teammates, your direct Manager, and other team members across many levels of the organization using virtual collaboration tools such as Zoom, Slack, and webcams to contribute to an infectious customer-centric culture of collaboration

Requirements

* 2 years of customer service experience

• Demonstrate excellent communication skills (written, verbal, and listening) in a written assessment
• Fluency in both English and a second language (e.g., Spanish, French, etc.)
• Ability to multi-task (e.g., maintain a conversation on the phone while navigating on the computer and taking notes) and perform well in a fast-paced environment
• Proficiency in using computers, both for data entry, as well as for rapid navigation through systems and the internet to search for information to help support our customers
• Ability to adapt to change with the business needs of the company
• Flexibility to shift schedule and work overtime as needed by the business unit
• Must bring proven ability to maintain confidentiality and secure sensitive information
• High school diploma or equivalent
• Must be able to pass a background check

Technical Requirements

* Work area must be large enough to accommodate computer monitors and be free from distractions, including any background noise that impacts the customer experience

• Work area acceptable for webcam use
• Have a reliable wired, high-speed internet and broadband connection (30 Mbps+ download speed/ 10Mbps+ upload speed (You can test your internet speed at speedtest.net or by contacting your service provider.)
• You provide high-speed internet. We will provide everything else (computer, monitor, keyboard, mouse, headset, webcam)
• Phone line not required. You must have a cell phone or tablet that can be used for two-factor authentication through Okta Verify. Options for two-factor authentication include:

+ A smartphone or tablet on which the Okta mobile app can be downloaded + A cell phone that can receive SMS messages and phone calls

Why arenaflex Customer Service?

It's not just about us. It's also about what you get. That's why in arenaflex Customer Service, you are empowered to become your best.

• YOU BELONG: arenaflex is a place where you can be your authentic self. Our pet parents and partners are from everywhere – different places and different walks of life. It is what makes them unique. Likewise, arenaflexians are empowered to bring their perspectives to deliver on our mission!
• YOU CAN GROW: Our culture is for those who thrive on delivering results and becoming your best – no matter your role or location.
• YOU CAN MAKE A DIFFERENCE: You are encouraged to be curious, ask questions, bring ideas forward, and act like an owner in everything that you do.
• YOU WILL GET SUPPORT: When you join arenaflex Customer Service, you will have ongoing training and development, resources, and opportunities to become your best.
• YOU WILL GET REWARDED: arenaflex has you covered when it comes to competitive wages, medical & dental insurance, 401k, plus more! Of course, the biggest perk is the ability to work together with other smart, driven, and passionate arenaflexians who are making an impact each day.

Equal Opportunity Employer

arenaflex is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected]. If you have a question regarding your application, please contact [email protected]. To access arenaflex's Customer Privacy Policy, please click here. To access arenaflex's California CPRA Job Applicant Privacy Policy, please click here Apply Job! Apply for this job