Experienced Customer Experience Specialist I – Domestic Customer Support & Order Management

Are you passionate about delivering exceptional customer experiences and making a meaningful impact in the life sciences industry? Do you thrive in fast-paced environments and possess excellent communication skills? If so, we invite you to join arenaflex, a leading nonprofit biological resources and standards organization, as a Customer Experience Specialist I. At arenaflex, we're dedicated to supporting the global scientific community with trusted, authenticated biological materials. Our team of experts is committed to advancing science and improving global health, and we're seeking a talented individual to join our ranks. As a Customer Experience Specialist I, you'll play a vital role in ensuring a seamless and positive experience for our domestic customers.

About arenaflex

arenaflex is a mission-focused non-profit organization that has been supporting global public health for over a century. We're a leader in the life sciences industry, providing biological resources and standards that fuel scientific discovery and innovation. Our team is passionate about making a difference in the world, and we're committed to creating a work environment that's inclusive, supportive, and empowering.

Responsibilities

As a Customer Experience Specialist I, you'll be the primary point of contact for our domestic customers, providing exceptional support through phone calls, emails, and online chat. Your responsibilities will include:

• Responding to inbound customer inquiries via phone, email, and website contact forms or chat
• Processing orders across various channels, such as phone, email, website, robotic process automation (RPA), or eProcurement
• Maintaining a high level of professionalism and empathy in all customer interactions, striving to exceed customer expectations and promote satisfaction
• Providing domestic distribution support, processing orders and addressing inquiries related to permit requirements, shipping, order tracking, accounts, cancellations, and credits/debits
• Elevating more complex orders and inquiries to the Customer Experience Specialist III as needed
• Recording customer inquiries and issues in a system to leverage for further data reviews and potential product and/or process improvements with cross-functional teams
• Providing support for basic product inquiries, utilizing readily available resources such as website information, product documentation, and training materials
• Utilizing scripts, procedures, training materials, and other resources to recommend solutions
• Escalating to the Customer Experience Specialist III when the training materials or guides do not adequately support customer inquiries or require updates

Qualifications

To be successful in this role, you'll need:

• A high school diploma and 2-5 years' experience or equivalent experience
• Previous experience in customer service or a related field is preferred
• Excellent verbal and written communication skills
• Strong problem-solving abilities and attention to detail
• Proficiency in using CRM, ERP, and phone systems
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment
• Familiarity with using various communication channels, including phone, email, and chat
• Basic understanding of product documentation and training materials
• Competence in using scripts, procedures, and training resources to recommend solutions
• High level of professionalism and empathy in customer interactions
• Strong organizational skills and the ability to work collaboratively with cross-functional teams
• Commitment to continuous learning and improvement in product knowledge and customer service skills
• Ability to adhere to established quality, productivity, and issue resolution strategies
• Willingness to stay up to date on current products, services, policies, terms, and conditions within the organization
• Flexibility to elevate complex inquiries to higher-level specialists as needed

Benefits

As a valued member of our team, you'll enjoy a range of benefits, including:

• Competitive salary range: $43,000 to $50,000 annually
• Comprehensive medical coverage and company-paid Life Insurance, Disability Insurance & AD&D
• Work-life balance with Paid Holidays and PTO
• Fitness and cell phone subsidies, and additional benefits such as Aflac, legal services, and pet insurance
• Employee Assistance Program offering around-the-clock counseling
• Financial security:

+ 401(a) (6% employer contribution) and 403(b) (2% match) retirement plans + Exceptional career advancement opportunities, recognition, and rewards + Corporate bonus program

• Mission-focused:

+ Non-profit organization supporting critical life science research + We give scientists the tools they need to make discoveries that improve and save lives + Contribute to community involvement and social responsibility

Join arenaflex

If you're passionate about delivering exceptional customer experiences and making a meaningful impact in the life sciences industry, we invite you to join arenaflex. Apply now to become a part of our team and help shape the future of science and global health.

How to Apply

To apply for this exciting opportunity, please visit our website at [arenaflex website URL] and submit your application. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer, committed to creating a diverse and inclusive work environment. We celebrate a century of supporting global public health and are dedicated to advancing science and improving global health. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Apply for this job