Remote Customer Experience Specialist – Tier II Support Associate (12pm-9pm EST Shift, Weekend Rotation)

Join arenaflex as a Remote Customer Experience Specialist – Deliver Exceptional Service to Our Valued Athletes

At arenaflex, we believe that every customer interaction is an opportunity to create a lasting impression. As a leading force in the sporting goods and athletic lifestyle industry, arenaflex has built its reputation on a simple but powerful promise: to equip and inspire athletes of all levels with the products, expertise, and service they deserve. Our team members, known internally as Athletes, embody this commitment every day, and our Customer Experience Specialists stand at the very front line of that promise.

We are currently hiring a dedicated and empathetic Remote Customer Experience Specialist to join our growing customer service team. This is a fully remote position, working a consistent shift of 12:00 PM to 9:00 PM Eastern Standard Time, with a schedule that includes one weekend day. If you are passionate about helping people, thrive in a fast-paced digital environment, and take pride in resolving complex customer issues with grace and efficiency, this role offers the perfect platform to build a meaningful customer service career with arenaflex.

About arenaflex and the Customer Experience Mission

arenaflex is more than a retailer — we are a community built around sport, performance, and personal achievement. Every product we sell is designed to help our customers pursue their passions, whether that's scoring the winning goal, training for a first marathon, or simply enjoying the outdoors with family. The customer service team at arenaflex plays a critical role in making sure that the experience of shopping with us is just as rewarding as the products themselves.

As a Tier II Customer Experience Specialist, you will be the trusted point of contact for our Athletes when they need deeper support beyond the initial inquiry. You will be the calm, knowledgeable voice on the other end of the line who turns a potentially frustrating moment into a positive, confidence-building experience. This is not a scripted call-center job — it is a relationship-driven role that calls for genuine care, critical thinking, and a relentless commitment to first-call resolution.

Key Responsibilities

As a Remote Customer Experience Specialist at arenaflex, your day will be dynamic, engaging, and centered around making a difference for every customer you serve. Your core responsibilities will include:

• Providing White Glove Customer Support: Assist Athletes with a wide range of inquiries, including product information, gift card balances, loyalty and ScoreCard account issues, order placement, existing order status updates, returns, replacements, and general account management.
• Delivering First Call Resolution: Own each customer issue from the moment it is presented to you all the way through to full resolution. Demonstrate genuine empathy, actively listen, and keep customers informed throughout the process so they always feel heard, valued, and supported.
• Handling Tier II Escalations: Manage escalated call transfers that require a higher level of problem-solving expertise. Approach these interactions with patience, professionalism, and a solutions-first mindset.
• Researching and Troubleshooting Issues: Investigate complex Athlete concerns, identify root causes, and resolve them efficiently. Recognize when an issue requires deeper assessment or escalation to specialized teams, and route it appropriately while continuing to advocate for the customer.
• Collaborating Across the Business: Work closely with individual retail store locations and internal business partners to gather information, coordinate resolutions, and ensure that Athletes receive accurate and timely support — no matter where the issue originated.
• Maintaining Accurate Records: Execute various back-office administrative functions, including meticulous logging and tracking of all customer interactions and incident information. Your attention to detail ensures the integrity of our customer data and supports continuous improvement across the team.
• Identifying Customer Needs Quickly: Read between the lines of every conversation to uncover the Athlete's underlying need and act with their ultimate satisfaction as the guiding principle. Anticipate concerns before they grow and proactively offer solutions.
• Contributing to a Positive Team Culture: Participate actively in team huddles, knowledge-sharing sessions, and continuous learning opportunities. Help mentor newer teammates and contribute to a culture of collaboration and mutual support.

Essential Qualifications and Experience

To succeed in this role at arenaflex, candidates should bring a combination of education, experience, and personal attributes that align with our high standards of customer care:

• Educational Background: A High School Diploma or equivalent is required. Additional education in communications, business, retail management, or a related field is a plus.
• Customer Service Experience: A minimum of 1 to 3 years of experience in customer service, help desk support, retail customer relations, or a related client-facing role is preferred. Experience in a retail-oriented environment is especially valued.
• Typing Proficiency: The ability to type at least 25 words per minute accurately is essential for navigating multiple systems and documenting customer interactions in real time.
• Schedule Flexibility: The ability to consistently work weekend days and holidays as part of a structured shift schedule. This role is not a Monday-through-Friday position — flexibility is a must.

Skills and Competencies We Value

Beyond the basics, we are looking for candidates who bring a well-rounded set of interpersonal and professional skills to the team:

• Customer-Centric Mindset: A genuine passion for helping people and delivering service that exceeds expectations. You treat every customer as if they are the most important person you will speak with that day.
• Excellent Communication Skills: Strong written and verbal communication abilities, with the capacity to explain complex information clearly, professionally, and warmly. You can adapt your tone and style to match the needs of any customer.
• Strong Execution Skills: The ability to follow through on commitments, manage multiple tasks simultaneously, and consistently meet performance goals in a metrics-driven environment.
• Interpersonal and Consultation Skills: A natural ability to build rapport quickly, practice active listening, and guide customers toward the right solutions with confidence and care.
• Team-Oriented Approach: A collaborative spirit that thrives in a team environment, supporting colleagues, sharing knowledge, and celebrating collective wins.
• Self-Motivation and Results Orientation: The discipline to work independently from a remote setting, stay focused and productive, and consistently deliver high-quality outcomes without constant supervision.
• Detail Orientation: A meticulous approach to documentation, data entry, and following established processes accurately. You understand that small details can make a big difference in the customer experience.
• Problem-Solving and Troubleshooting: Strong analytical thinking and creative problem-solving capabilities. You enjoy untangling complex issues and finding practical, satisfying resolutions for customers.

Career Growth and Learning Opportunities at arenaflex

At arenaflex, we believe that our team members are our greatest asset, and we are deeply committed to investing in their professional development. When you join our customer service team, you are not just taking a job — you are stepping onto a career path with real opportunities for advancement.

We offer structured onboarding and training programs designed to help you master our systems, products, and customer service philosophy from day one. As you grow in your role, you will have access to ongoing coaching, performance feedback, skill-building workshops, and leadership development programs. Many of our senior team members, team leads, and managers began their careers in entry-level customer service roles just like this one, and we actively promote from within whenever possible.

Whether you aspire to become a subject matter expert, a team lead, a quality analyst, a trainer, or a customer service manager, arenaflex provides the resources, mentorship, and encouragement you need to reach your goals.

Work Environment and Company Culture

arenaflex fosters a vibrant, inclusive, and supportive remote work environment. Although this is a fully remote position, you will never feel disconnected from the team. We use modern collaboration tools, host virtual team-building events, and maintain open lines of communication across all levels of the organization.

Our culture is built on the values of integrity, teamwork, accountability, and a relentless focus on the customer. We celebrate diversity and are committed to creating a workplace where every team member feels respected, valued, and empowered to contribute their best work. At arenaflex, you will join a community of passionate individuals who care deeply about what they do and the customers they serve.

As a remote employee, you will benefit from the flexibility and autonomy of working from home while still enjoying the structure, support, and camaraderie of being part of a dedicated team. We provide the tools, technology, and resources you need to be successful, including a comprehensive remote work setup.

Compensation, Perks, and Benefits

arenaflex is proud to offer a competitive total rewards package designed to attract and retain top talent. For this position, the target salary range is between $30,900 and $46,200 annually, depending on factors such as experience, location, and internal pay equity.

Beyond base pay, our comprehensive benefits package may include additional components such as performance-based incentives, equity opportunities, and a full suite of benefits. We regularly review teammate compensation to ensure our pay remains competitive and equitable across the organization.

Additional perks of working at arenaflex may include health, dental, and vision insurance options, retirement savings plans, paid time off, holiday pay, employee discounts on our products, wellness programs, and access to professional development resources. Specific offerings may vary based on role, location, and tenure.

Why This Role Matters

Customer service is the heartbeat of arenaflex, and the individuals who serve in this role are the heroes behind our brand reputation. Every call you take, every issue you resolve, and every customer you delight contributes directly to the trust and loyalty that athletes place in arenaflex. Your work has a measurable impact — not just on customer satisfaction scores, but on the overall success of the business and the joy that our customers experience when engaging with our brand.

If you are ready to bring your customer service skills to a company that truly values them, we encourage you to apply and become part of the arenaflex family.

How to Apply

arenaflex is an equal opportunity employer and we welcome applications from candidates of all backgrounds, experiences, and perspectives. If you are a motivated, customer-focused professional looking to grow your career in a supportive, dynamic, and mission-driven organization, we want to hear from you.

Take the next step in your career journey. Apply today and discover what it means to be part of a team that is passionate about athletes, dedicated to excellence, and committed to making every customer interaction count. Your future at arenaflex starts here.