Customer Care Specialist – Inbound Call Center Representative & Customer Support (Multi-Location Retail Franchise)

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Join arenaflex: Where Compassion Meets Customer Excellence

Are you ready to be the voice that makes a real difference in people's lives? At arenaflex, we believe that everyone deserves to live an active, pain-free lifestyle, and we're looking for a passionate Customer Care Specialist to help us deliver that promise to thousands of customers across multiple states.

arenaflex is a rapidly expanding, top-performing franchisee of America's leading arch support retail concept. With 32 locations operating across North Carolina, Virginia, Washington D.C., Maryland, Tennessee, Alabama, and Ohio—and ambitious plans to open 25 more locations over the next 4-5 years—we're at the forefront of helping our communities move better, feel better, and live better. From runners to teachers, attorneys to contractors, we've transformed the lives of thousands of satisfied customers who have experienced reduced foot, knee, and back pain, improved balance, and a more comfortable lifestyle thanks to our premium arch supports.

Our mission goes beyond selling products—we're dedicated to genuinely improving lives through personalized customer care and education. If you're someone who thrives in a customer-facing role, loves solving problems, and wants to be part of a team that's passionate about making a tangible difference, then arenaflex is the place for you.

About This Role

As a Customer Care Specialist at arenaflex, you'll be the first point of contact for customers calling from across all our store locations. You'll handle inquiries, address concerns, and work collaboratively with our sales teams to ensure every customer receives the information and support they need to make informed decisions about their foot health and comfort.

This position is ideal for someone who thrives in a fast-paced call center environment, possesses exceptional communication skills, and takes pride in delivering outstanding customer service. You'll be the voice of arenaflex—representing our brand, our values, and our commitment to customer satisfaction with every interaction.

Key Responsibilities

• Inbound Call Management: Answer incoming calls from customers across all arenaflex store locations with professionalism, warmth, and efficiency. Ensure each caller receives prompt, attentive service that reflects our brand values.


• Call Routing & Transfer: Accurately assess customer needs and transfer calls to the appropriate store location or department. Maintain thorough documentation of all call activities in our CRM system.


• Follow-Up Communication: Return missed calls and customer inquiries in a timely manner. Follow up on unresolved issues to ensure complete resolution and customer satisfaction.


• Concern Resolution: Serve as an available, empathetic voice for customers with concerns or issues. Listen actively, ask the right questions to understand root causes, and implement effective solutions while maintaining positive customer relationships.


• Appointment Scheduling: Manage scheduling for multiple store locations using Google Calendars. Coordinate appointments based on customer preferences, store availability, and staff expertise.


• Customer Education: Collaborate with our sales team to educate customers about the benefits and effects of arenaflex arch supports. Provide accurate information about products, services, and store offerings.


• Data Entry & Documentation: Maintain accurate records of customer interactions, concerns, and resolutions. Ensure all customer data is properly documented in our systems for future reference and analysis.


• Multi-Store Coordination: Work seamlessly across all arenaflex locations to provide consistent, high-quality customer support regardless of which store a customer contacts.

Required Qualifications & Skills

• Education: High School Diploma or GED required.


• Location Requirement: Must reside in Alabama, Tennessee, or Virginia.


• Communication Skills: Excellent verbal and written communication skills with the ability to convey information clearly, professionally, and empathetically.


• Customer Service Orientation: Strong customer service and interpersonal skills with a genuine desire to help others and resolve concerns.


• Time Management: Excellent time management and organizational skills with the ability to handle multiple calls, tasks, and priorities simultaneously.


• Attention to Detail: Detail-oriented approach, especially with follow-up processes, documentation, and scheduling accuracy.


• Technology Proficiency: Comfortable learning and using new software systems, including Google Calendars, CRM platforms, and call management tools.


• Availability: Ability to work alternating Saturdays until 5:00 PM to support our retail store operations.

Preferred Qualifications

• Previous experience in a call center, customer service, or retail support role.


• Familiarity with appointment scheduling software and multi-location coordination.


• Understanding of or interest in foot health, orthotics, or wellness products.


• Experience working in a franchise or multi-store retail environment.


• Bilingual capabilities (Spanish) is a plus but not required.

Physical Requirements

• Prolonged sitting and typing at a computer (majority of work time).


• Occasional travel to Richmond, VA for training, meetings, or team collaboration.


• Ability to communicate effectively over the phone for extended periods.

Skills & Competencies for Success

At arenaflex, we look for team members who embody our core values and demonstrate the following competencies:

• Empathy & Patience: The ability to listen actively, understand customer frustrations, and respond with compassion and patience—always putting the customer first.


• Problem-Solving Abilities: Quick thinking and resourcefulness to identify solutions on the fly, especially when dealing with escalated concerns or unique customer situations.


• Adaptability: Comfortable working in a dynamic environment with evolving priorities, new technologies, and growing teams.


• Team Collaboration: Ability to work effectively with colleagues across multiple locations and departments to ensure seamless customer experiences.


• Professionalism: Maintains a positive, professional demeanor even during challenging calls or stressful situations.


• Initiative: Takes ownership of customer issues and sees them through to resolution rather than passing them off to others.

Why Join arenaflex?

Career Growth & Development

At arenaflex, we believe in investing in our people. As we continue our ambitious expansion plan—opening 25 new locations over the next 4-5 years—numerous opportunities for career advancement will arise. Customer Care Specialists have the potential to grow into:

• Senior Customer Care roles with increased responsibilities


• Team Lead or Supervisor positions within our call center operations


• Training and onboarding specialists


• Operations coordination roles across multiple store locations


• Sales or customer relations management positions

We provide ongoing training, mentorship, and professional development opportunities to help you build the skills and experience needed to advance your career within our growing organization.

Work Environment & Culture

arenaflex is more than just a workplace—it's a community committed to making a positive impact. Our culture is built on:

• Passion for Helping Others: Every team member shares a genuine desire to improve customers' quality of life through our products and services.


• Team Collaboration: We support one another, share knowledge freely, and celebrate collective successes.


• Integrity & Excellence: We hold ourselves to the highest standards in everything we do, from customer interactions to internal processes.


• Work-Life Balance: We value our employees' well-being and offer flexible scheduling to support a healthy balance between work and personal life.

You'll join a team of dedicated professionals who are passionate about foot health and customer wellness. Our inclusive, supportive environment encourages open communication, creative problem-solving, and continuous improvement.

Compensation & Benefits

arenaflex offers competitive compensation and a comprehensive benefits package designed to support your professional and personal well-being:

• Competitive hourly pay with performance-based incentives


• Health, dental, and vision insurance options


• Paid time off and holiday pay


• Employee discount on arenaflex products


• 401(k) retirement plan with company match


• Comprehensive training and onboarding program


• Opportunities for career advancement as we continue to expand


• Monthly team recognition and rewards

Ready to Make a Difference?

If you're ready to be the voice that transforms customer experiences, solves problems, and helps people live healthier, more comfortable lives, we want to hear from you! At arenaflex, you'll do meaningful work that makes a real impact—every single day.

Join our team and become part of a company that's passionate about growth, innovation, and—most importantly—helping our customers step into a better life. Apply today and take the first step toward a rewarding career with arenaflex!

Note: This position requires residence in Alabama, Tennessee, or Virginia. arenaflex is an equal opportunity employer and welcomes applicants from all backgrounds.