Experienced Customer Support Specialist – Hybrid Role at arenaflex
Join arenaflex's dynamic team and embark on a rewarding career journey as a Customer Support Specialist! At arenaflex, we pride ourselves on delivering exceptional customer experiences that exceed expectations. As a Customer Support Specialist, you will play a vital role in supporting our sales efforts by providing top-notch service to customers through various communication channels. This is an exciting opportunity to join our Customer Success infrastructure and contribute to the growth and success of arenaflex.
About arenaflex
arenaflex is a leading organization in the industry, renowned for its innovative products and services that make a real difference in people's lives. Our company culture is built on a foundation of collaboration, innovation, and customer-centricity. We are committed to fostering a work environment that is inclusive, diverse, and supportive of our employees' growth and well-being.
Responsibilities
As a Customer Support Specialist at arenaflex, you will be responsible for:
- Serving customers via phone, fax, mail, and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client database, and customer profiles.
- Maintaining a high inbound call answer rate (75-80 calls a day average).
- Resolving problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems when applicable.
- Redirecting complex or specialized concerns to the appropriate team for follow-up (e.g., Audiology inquiries, technical product support).
- Investigating and resolving problems related to the shipment of products, returns, credits, and orders.
- Communicating company policies and pricing per price and policy guide.
- Assisting with billing questions, pricing, and warranty inquiries.
- Assisting with order status and tracking inquiries.
- Assisting with backorder management for sales territory.
- Assisting with web services and case management for sales territory.
- Handling customer complaints with urgency and ensuring satisfactory resolution.
- Working cross-functionally to ensure an effortless customer experience.
- Consistently meeting stated KPIs and complying with all local, state, and federal laws and regulations.
Requirements
To be successful in this role, you will need:
- Minimum 2 years' B2B Customer Service OR minimum 3 years' B2C Customer Service experience.
- Manufacturing experience is a plus.
- SAP experience is a plus.
- Order management experience.
- Effective written and verbal communication skills.
- Ability to adapt to a variety of situations.
- Strong typing proficiency and computer skills.
- Intermediate skills with Microsoft Applications, including Excel, Outlook, Teams, Word, and PowerPoint.
Nice-to-haves
* Willingness to learn and adapt to new challenges.
Benefits
As an arenaflex employee, you will enjoy a comprehensive benefits package that includes:
- Medical, dental, and vision coverage
- Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
- TeleHealth options
- 401k plan with company match
- Company-paid life/AD&D insurance
- Additional supplemental life/AD&D coverage available
- Company-paid Short/Long-Term Disability coverage (STD/LTD)
- Accident/Hospital Indemnity coverage
- Legal/ID Theft Assistance
- PTO, floating Diversity Day, and paid holidays
- Paid parental bonding leave
- Employee Assistance Program (24/7 mental health support hotline, 5 company-paid counseling sessions, and more)
- Robust Internal Career Growth opportunities
- Tuition reimbursement
- Hearing aid discount for employees and family
- Internal social recognition platform
Why join arenaflex?
At arenaflex, we offer a dynamic and supportive work environment that fosters growth, innovation, and collaboration. Our employees are our greatest asset, and we are committed to providing them with the tools, resources, and opportunities they need to succeed. If you are a customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.
How to apply
If you are ready to take your career to the next level and join a team that is dedicated to making a difference, please submit your application through our website. We look forward to reviewing your application and welcoming you to the arenaflex team! Apply for this job