Remote Customer Service Representative – Bilingual English & Canadian French (Quebecois) | Pet Industry E-Commerce | Work From Home in Maine

About arenaflex

At arenaflex, we are reimagining the way pet parents connect with the brands and services that care for the animals they love. As one of the most dynamic and rapidly expanding e-commerce retailers in the pet industry, arenaflex has built its reputation on an unwavering commitment to customer delight, operational excellence, and a culture that celebrates curiosity, ownership, and authentic human connection. Every product shipped from our fulfillment centers carries with it a promise — a promise that behind every order is a team of passionate, empathetic, and resourceful individuals who treat each customer interaction as an opportunity to make a pet's life (and their parent's day) just a little bit brighter.

We are now inviting a full-time, motivated, and bilingual Remote Customer Service Representative to join our award-winning customer experience organization. If you live in the state of Maine, communicate fluently in both English and Canadian French (Quebecois), and find genuine joy in helping others, this role offers you the chance to build a meaningful career from the comfort of your home while making a tangible impact on pet families across North America.

The Opportunity

This isn't your typical order-taking or script-reading customer service position. At arenaflex, we are looking for thoughtful problem-solvers — people who can engage in real conversations, listen deeply, think critically in the moment, and turn challenging situations into memorable positive experiences. Our Customer Service Representatives are the voice and heart of arenaflex, and the relationships they build with pet parents define who we are as a brand.

You'll start at a competitive wage of $15.50 per hour, with abundant opportunities to learn, develop, and sharpen your professional skills while working in a fully remote environment. Bilingual candidates fluent in Canadian French (Quebecois) and English are strongly encouraged to apply, as this enables us to serve our French-speaking pet parents with the same warmth and excellence we extend to all customers.

What You'll Do

As a Remote Customer Service Representative at arenaflex, your day will be dynamic, engaging, and purpose-driven. Your core responsibilities will include:

• Engaging directly with customers who contact arenaflex for a wide range of topics — from helping them thoughtfully shop for a new pet, to recommending the perfect chew toy or cozy bed, to problem-solving when something doesn't quite go as planned.
• Researching and resolving customer inquiries by thinking proactively, identifying root causes, and setting timely follow-ups to ensure complete contact resolution and lasting customer satisfaction.
• Operating with empathy and professionalism, utilizing active listening, patience, kindness, and emotional intelligence when interacting with both customers and fellow team members.
• Embracing a growth mindset — actively seeking feedback, sharing your own insights, and contributing to a culture of openness, continuous learning, and mutual development.
• Collaborating virtually with teammates, your direct Manager, and cross-functional partners across the organization using tools such as Zoom, Slack, and webcams, helping to sustain arenaflex's infectious customer-centric culture.
• Documenting interactions accurately within our internal systems, capturing key details that allow future team members to seamlessly continue the conversation if needed.
• Adapting flexibly to evolving business needs, including willingness to shift schedules or work overtime when required by the team or seasonal demand.

What You'll Need to Succeed

Essential Qualifications

• Customer service experience: A minimum of 2 years of professional customer service experience, ideally in a contact center, retail, hospitality, or similar high-touch environment.
• Excellent communication skills: Demonstrated strong written, verbal, and listening abilities, which will be evaluated through a written assessment as part of the hiring process.
• Bilingual fluency: Full professional fluency in both Canadian French (Quebecois) and English — written and spoken.
• Multi-tasking ability: Proven capability to maintain a thoughtful conversation on the phone while simultaneously navigating multiple computer systems, taking notes, and processing information.
• Technical proficiency: Comfort and speed in using computers for data entry, navigating systems, and quickly searching the internet to retrieve information that helps support customer inquiries.
• Adaptability: Ability to flex with the evolving needs of the business and remain composed during periods of change.
• Schedule flexibility: Willingness to shift schedules and work overtime as needed by the business unit.
• Confidentiality: Demonstrated ability to maintain confidentiality and securely handle sensitive customer and company information.
• Education: High school diploma or equivalent.
• Background check: Must be able to successfully pass a background check.
• Residency: Must reside within the state of Maine.

Preferred (Nice-to-Have) Attributes

• A genuine love for pets and an appreciation for the joy they bring to families.
• Prior experience in e-commerce, retail, or pet industry customer support.
• Familiarity with CRM platforms, ticketing systems, or contact center software.
• Experience working in a fully remote or distributed team environment.

Technical & Workspace Requirements

To deliver an exceptional customer experience from home, the following technical and environmental requirements must be met:

• Dedicated workspace: A quiet, dedicated work area large enough to accommodate a computer monitor(s), free from distractions, and with minimal background noise that could impact the customer experience.
• Webcam-ready environment: Your workspace must be acceptable for webcam use during virtual meetings, training sessions, and team collaboration.
• High-speed internet: A reliable wired, high-speed broadband connection with a minimum of 30 Mbps download speed and 10 Mbps upload speed. Applicants must meet and demonstrate this requirement (a speed test via speedtest.net or your service provider is recommended).
• Equipment provided by arenaflex: arenaflex will provide the computer, monitor, keyboard, mouse, headset, and webcam.
• Two-factor authentication: A landline phone is not required, but you must have a cell phone or tablet that can be used for two-factor authentication through Okta Verify. Acceptable options include a smartphone or tablet with the Okta mobile app installed, or a cell phone capable of receiving SMS messages and phone calls.

Why Choose arenaflex Customer Service?

At arenaflex, we believe a job should be more than a paycheck — it should be a place where you can grow, belong, and make a difference. Here's what you can expect when you join our team:

You Belong

arenaflex is a place where you can show up as your authentic self. Our pet parents and partners come from every background, every walk of life, and every corner of the country — and that diversity is what makes them, and us, extraordinary. Our team members are empowered to bring their unique perspectives to deliver on our shared mission.

You Can Grow

Our culture is built for those who thrive on delivering results and becoming their best — no matter your role or location. From day one, you'll have access to mentorship, ongoing training, skill-building resources, and clear pathways for advancement into senior customer service, team lead, training, or quality assurance roles.

You Can Make a Difference

Curiosity is encouraged here. We want you to ask questions, share ideas, and act like an owner in everything you do. Every conversation you have with a customer is an opportunity to brighten someone's day and strengthen the bond between pets and the people who love them.

You Will Get Support

When you join arenaflex Customer Service, you'll receive comprehensive onboarding, continuous coaching, and access to a robust library of development resources. You'll never feel like you're figuring things out alone.

You Will Get Rewarded

We offer competitive wages, medical and dental insurance, a 401(k) retirement plan, and a comprehensive benefits package designed to support your well-being. Of course, one of the biggest perks is the opportunity to work alongside smart, driven, and passionate teammates who care deeply about the work they do — and the pets we serve.

Work Environment & Culture

Working remotely at arenaflex means joining a tight-knit virtual community that genuinely values collaboration, transparency, and human connection. Our team culture is built on mutual respect, psychological safety, and the shared belief that every customer interaction is a chance to make a positive impact. We use modern collaboration tools like Zoom and Slack to stay connected, celebrate wins, and support one another through challenges. Whether you're a seasoned customer service professional or looking to take the next step in your career, you'll find an environment that invests in your success and well-being.

Compensation, Perks & Benefits

• Starting wage: $15.50 per hour, with opportunities for performance-based increases and career advancement.
• Health & wellness: Comprehensive medical and dental insurance options.
• Retirement: 401(k) plan to help you build long-term financial security.
• Paid time off: Generous paid time off and holiday policies (specific details provided during the interview process).
• Career development: Ongoing training, professional development resources, and clear internal mobility opportunities.
• Equipment: All required technology — computer, monitor, keyboard, mouse, headset, and webcam — provided at no cost.
• Remote flexibility: Work from the comfort of your home in Maine, with the tools and support you need to thrive.

Equal Opportunity & Accommodations

arenaflex is deeply committed to equal opportunity and values the diversity and inclusion of all team members. If you require a reasonable accommodation during the application process or to perform the essential functions of this role — including a religious accommodation — please reach out to our candidate support team, and we will be happy to assist you. We are proud to be an employer that embraces individuality and creates a workplace where everyone can thrive.

Apply Today — Make Every Conversation Count

If you're a customer-focused, bilingual professional living in Maine who thrives in a fast-paced, remote-first environment and finds purpose in helping others, we'd love to hear from you. This is your chance to join a company that doesn't just sell products — it builds relationships, supports pet families, and empowers its team members to do the best work of their careers. Bring your personality, your empathy, and your problem-solving skills to arenaflex, and let's create exceptional experiences for pet parents together. Apply today and start your journey with arenaflex.