Experienced Customer Service Representative – Email Support Associate for arenaflex

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed expectations. As a leading partner in the retail industry, we're committed to empowering our customers with the best possible service. We're now seeking an experienced Customer Service Representative – Email Support Associate to join our team for a 4-6 week short-term assignment in Columbus, OH.

• *About arenaflex**

arenaflex is a dynamic and innovative company that's passionate about revolutionizing the retail industry. With a strong focus on customer satisfaction and loyalty, we're constantly striving to improve our services and products. Our team is comprised of talented individuals who share our vision and are committed to delivering exceptional results. As a Customer Service Representative – Email Support Associate, you'll be part of a collaborative and fast-paced environment that's dedicated to driving customer satisfaction and retention.

• *Responsibilities**

As a Customer Service Representative – Email Support Associate, you'll be responsible for providing exceptional customer service and support through email, phone, and other communication channels. Your primary responsibilities will include:

• Responding to and documenting escalated customer concerns and compliments in a timely and professional manner
• Troubleshooting customer issues both online and in-store, including eCommerce customer account and order management, product-related inquiries, refunds, shipping issues, and customer loyalty programs and questions
• Investigating, resolving, and responding to customer phone calls, emails, letters, and any other customer-related inquiries
• Providing customer follow-up as applicable to ensure resolution and satisfaction
• Following established departmental procedures, guidelines, and quality assurance standards to address problems and complaints, suggest solutions, and drive positive outcomes to ensure customer satisfaction and customer retention
• Documentation of all incoming contacts and communications and collaborating with the requisite party to effectively and efficiently resolve issues
• Resolving product and/or service problems by correctly identifying the true concern, assisting in determining the root cause, selecting, and explaining the best solution for the problem, and expediting resolution to exceed customer expectations, including tier one, tier two, and tier three escalations
• Handling all inquiries with accuracy and confidentiality and ensuring information is escalated to the appropriate department for additional review in accordance with defined procedures
• Communicating issues, opportunities, and insights to departmental leadership as necessary
• Engaging with peers to identify areas of improvement within the department and participating in new agent onboarding and associate engagement and inclusion activities
• Responsible for addressing BBB concerns, Consumer Affairs inquiries, and other high-level, high-visibility contacts
• *Qualifications**

To be successful in this role, you'll need to possess the following qualifications:

• High School Diploma or General Education Diploma (GED) required
• Two to four years of relevant experience in a fast-paced customer-facing, retail-based service/contact center environment required; eCommerce experience preferred
• Excellent interpersonal, verbal, and written communication skills required (writing sample may be required)
• Process-oriented with strong attention to detail and the ability to multi-task, including across multiple systems/programs, think critically, and problem-solve within company guidelines required
• High level of professionalism and empathy while interacting with internal and external customers required
• Systems savvy with basic proficiency with Microsoft Teams, Outlook, Word, Excel, and OneNote
• Experience with IBM Call Center and Fresh Works CRM is highly preferred
• High-level understanding of measuring and adhering to contact center metrics
• *Skills and Competencies**

To excel in this role, you'll need to possess the following skills and competencies:

• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment with multiple priorities and deadlines
• Strong attention to detail and organizational skills
• Ability to work collaboratively with cross-functional teams
• High level of professionalism and empathy while interacting with internal and external customers
• Strong understanding of customer service principles and practices
• Ability to learn and adapt to new systems and processes quickly
• *Career Growth Opportunities and Learning Benefits**

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