Experienced Customer Support Specialist – Remote Chat Support Representative for Vision Care Leader

Introduction to arenaflex

arenaflex is a pioneering force in the vision care industry, dedicated to making high-quality vision care accessible, simple, and affordable for everyone. As a leader in innovative products and services, we have built a reputation for putting our customers first and fostering a legendary, award-winning culture that empowers our team members to go above and beyond. With a strong foundation in customer satisfaction and employee engagement, we continue to push the boundaries of what is possible in vision care.

Why Join arenaflex?

At arenaflex, we believe that our people are the key to our success. We empower our team members to solve problems, make decisions, and provide top-notch customer service without needing permission. Our rockstar agents are known for their exceptional service and dedication to wowing our customers. If you're looking for a challenging and rewarding role that offers opportunities for growth and development, we invite you to join our amazing company and culture.

Job Overview

We are seeking an experienced and skilled Chat Support Specialist to join our team. As a Chat Support Specialist, you will be responsible for providing exceptional customer service, answering incoming chats, and consulting customers on enhancing the value of their contact lens purchase. You will work remotely from an approved state, with a private, dedicated workspace and reliable internet connection.

Key Responsibilities

• Answer 2-3 incoming chats using our LiveEngage platform, providing timely and effective solutions to customer inquiries
• Consult customers on enhancing the value of their contact lens purchase, identifying opportunities to upsell and cross-sell relevant products and services
• Proactively communicate and engage with your manager and team members to ensure success in a virtual work environment, including one-on-one meetings, team meetings, and team chats
• Provide top-notch customer service in a fast-paced, dynamic environment, resolving problems and addressing customer concerns in a positive and professional manner
• Maintain high performance metrics, including revenue per call, quality, availability, and dependability, and continuously strive to improve your skills and knowledge
• Live our company values: Big Hearted, Unconventional, Tenacious, Better Together, and demonstrate a positive, driven, and solution-oriented mentality in all aspects of your work

Essential Qualifications

• High school diploma or equivalent experience
• 2-3 years minimum customer service experience, preferably in a remote or call center environment
• Great typing skills (at least 40 words per minute) and technical proficiency, with the ability to learn and adapt to new systems and technologies
• Reliable internet connection and speeds of 20 mbps download and 10 mbps upload, or better
• A private, dedicated workspace, free from interruption or distraction, that promotes confidentiality and allows for focused work
• Positive, driven, and solution-oriented mentality, with a strong commitment to providing exceptional customer service and support

Preferred Qualifications

• Previous experience working in a vision care or healthcare environment, with knowledge of contact lenses and related products and services
• Experience with LiveEngage or similar chat platforms, with the ability to quickly learn and adapt to new systems and technologies
• Strong analytical and problem-solving skills, with the ability to identify and resolve complex customer issues in a timely and effective manner
• Excellent communication and interpersonal skills, with the ability to work effectively in a virtual team environment and build strong relationships with customers and colleagues

Skills and Competencies

• Strong customer service and support skills, with the ability to provide exceptional service and support in a fast-paced, dynamic environment
• Excellent communication and interpersonal skills, with the ability to work effectively in a virtual team environment and build strong relationships with customers and colleagues
• Strong analytical and problem-solving skills, with the ability to identify and resolve complex customer issues in a timely and effective manner
• Ability to work independently and as part of a team, with a strong commitment to achieving individual and team goals and objectives
• Strong technical skills, with the ability to learn and adapt to new systems and technologies, and provide technical support and troubleshooting as needed

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our team members. We offer a range of training and development opportunities, including bi-annual performance reviews, monthly performance bonuses, and ownership of your development with support from leaders dedicated to fostering growth. We also offer tuition reimbursement for eligible courses, and a range of other benefits and perks to support your career growth and development.

Work Environment and Company Culture

At arenaflex, we pride ourselves on our legendary, award-winning culture. We are a dynamic and innovative company that values diversity, inclusion, and respect. We offer a safe, respectful, and inclusive work environment, with a range of benefits and perks to support your well-being and success. Our company culture is built on our values of Big Hearted, Unconventional, Tenacious, Better Together, and we strive to live these values in all aspects of our work.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a starting base pay of $15.00 per hour, plus bonus potential of up to $6/hr. We also offer a range of benefits and perks, including amazing medical, dental, and vision coverage, 401(k) match, free eye exams for your immediate family and dependents, and deep discounts on contact lenses, glasses lenses, and glasses frames.

Conclusion

If you are a motivated and customer-focused individual who is looking for a challenging and rewarding role, we invite you to join our team as a Chat Support Specialist. With a strong commitment to customer satisfaction and employee engagement, we offer a range of opportunities for growth and development, and a legendary, award-winning culture that values diversity, inclusion, and respect. Apply today to become a part of our amazing company and culture, and take the first step towards a rewarding and challenging career in customer support.