Experienced Customer Service Representative – Club Support Center

Join arenaflex, a leading operator of membership warehouse clubs in the Eastern United States, as we continue to revolutionize the retail industry with our commitment to delivering unbeatable value and outstanding service to our members and communities. As an Experienced Customer Service Representative at arenaflex's Club Support Center, you will play a vital role in supporting our members and communities, ensuring their satisfaction and loyalty to our brand.

About arenaflex

arenaflex is a dynamic and inclusive organization with a team of over 34,000 members who share a common goal: to provide exceptional service and convenience to our members. With over 235 clubs and eight distribution centers, we are a leading operator of membership warehouse clubs in the Eastern United States. Our commitment to innovation, adaptability, and speed has enabled us to stay ahead of the curve in the retail industry.

Benefits of Working at arenaflex

* arenaflex pays weekly

• Eligible for free BJ's Inner Circle and Supplemental membership(s)*

* Generous time off programs to support busy lifestyles*: + Vacation + Personal + Holiday + Sick + Bereavement Leave + Jury Duty

• Benefit plans for your changing needs*:

+ Three medical plans**, Health Savings Account (HSA) + Two dental plans + Vision plan + Flexible spending

• 401(k) plan with company match (must be at least 18 years old)

Job Summary

As an Experienced Customer Service Representative, you will be responsible for executing Acquisition 365, renewing, upgrading, cross-selling My BJs Perks, and providing excellent and efficient member service. You will also be responsible for merchandise returns, exchanges, pick-ups, and general customer services inquiries. Your primary goal will be to deliver service excellence through all points of contact, resolving and deescalating to address every member concern.

Key Responsibilities

* Execute Acquisition 365, renewing, upgrading, cross-selling My BJs Perks

• Provide excellent and efficient member service
• Handle merchandise returns, exchanges, pick-ups, and general customer services inquiries
• Deliver service excellence through all points of contact
• Resolve and deescalate to address every member concern
• Ensure a safe and positive environment and experience for the members
• Maintain a friendly and positive attitude
• Work as a team to achieve goals
• Move with speed and agility in everything we do
• Innovate and adapt so we can move as fast as the world around us

Team Member Expectations

* Carry out job functions and responsibilities as assigned

• Support the application of club policies, procedures, and compliance
• Strive for flawless execution and hold ourselves accountable
• Act with honesty and integrity and lead with the member in mind to address any and all concerns and to escalate any concerns, as appropriate
• Ensure a safe and positive environment for our members and each other
• Embrace inclusion and diversity, by working together with collaboration and respect
• Work as a team to achieve goals

Member Expectations

* Deliver service excellence through all points of contact

• Resolve and deescalate to address every member concern
• Ensure a safe and positive environment and experience for the members
• Daily commitment to GOLD Member Standards Greet, Anticipate, Appreciate (GAA)
• Fast, Friendly Full, Fresh, Clean Club Standards:

+ Work as a team to deliver GOLD club standards daily + Work with commitment and pride to deliver GOLD- Grand opening look daily + All items stocked and promotional plans executed + Maintain visible accurate signage + Clean and organized, inside and out

• Know your Business: Understand how to access and read production and/or financial performance reporting for your department

Major Tasks, Responsibilities, and Key Accountabilities

* Drives and promotes the BJ's value proposition regarding acquisition, retention, perks, and the Member experience

• Converts potential members by actively and effectively pitching all membership programs in accordance with company policies and practices
• Exhibits clear understanding of all BJ's Membership options, and Co-Brand credit card
• Delivers superior customer service to Members by serving as a first line point-of-contact regarding membership, credit card applications, general questions, issues, merchandise returns, exchanges, product look up, and pick-ups
• Follows tax exempt/resale membership policies in regard to the retention processes and procedures, including monitoring membership renewals and tax-exempt/resale status
• Resolves Member concerns in a courteous and timely manner
• Escalates issues to PIC and MOD when necessary
• Assists with BOPIC (Buy Online and Pick Up In Club) orders for members
• Maintains all club policies and procedures
• Performs other duties as assigned, including working in other departments as needed

Qualifications

* Prior front line/customer service or previous sales experience preferred

• Results driven with proven success in goal achievement
• Basic math skills preferred
• Computer proficiency preferred

Environmental Job Conditions

* Most of the time is spent frequently remaining in a stationary position on hard surfaces

• There may be a need to occasionally position oneself to examine or scan merchandise, including bending, handling, pulling, reaching, and/or stooping
• Occasionally requires lifting objects up to 30 pounds
• May require lifting and moving heavy and/or awkward objects more than 30 pounds with assistance
• Located in a comfortable indoor area with infrequent exposure to temperature extremes and loud noises
• There may be occasional contact with cleaning agents

Why Join arenaflex?

At arenaflex, we are committed to delivering unbeatable value and outstanding service to our members and communities. We are a dynamic and inclusive organization that values innovation, adaptability, and speed. As a member of our team, you will have the opportunity to grow and develop your skills, work with a talented and diverse group of individuals, and make a real difference in the lives of our members.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about arenaflex and to submit your application. Apply Job! Apply for this job