**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.
**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.