Experienced Part-Time Customer Support Specialist – Hybrid Schedule (M-TH 9am - 1pm and Sat 8am-5pm CST)
At arenaflex, we're not just a company that makes products – we're a team on a mission to help people enjoy the delight of hearing. As a leading provider of innovative hearing care solutions, we're committed to creating a world where everyone can experience the beauty of sound. We're seeking an experienced Part-Time Customer Support Specialist to join our team in Aurora, IL, working a hybrid schedule that includes Monday through Thursday from 9am to 1pm and Saturdays from 8am to 5pm CST.
About the Role:
As a Customer Support Specialist at arenaflex, you'll be the backbone of our Customer Success infrastructure, providing exceptional service and proactive interdepartmental support to our customers. You'll be responsible for supporting our sales efforts through customer contact via various support mediums, including phone, fax, mail, and email. Your primary goal will be to create a hallmark of excellence by resolving customer inquiries, problems, and requests in a timely and efficient manner.
Key Responsibilities:
* Serve customers via phone, fax, mail, and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client database, and customer profiles
- Maintain a high inbound call answer rate (75-80 calls a day average)
- Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems
- Redirect complex or specialized concerns to the appropriate team for follow-up (e.g., Audiology inquiries, technical product support, etc.) when applicable
- Investigate and resolve problems related to the shipment of products, returns, credits, and orders
- Communicate company policies and pricing per price and policy guide
- Day-to-Day responsibilities may include:
+ Answering a high volume of inbound calls on a daily basis (60+) + 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 + Assisting with case management for sales territory + Assisting with customer account and contact maintenance for sales territory + Handling customer complaints with a sense of urgency and seeing through to a satisfactory resolution + Working cross-functionally to ensure an effortless customer experience + Consistently meeting stated KPIs + Compliance with all local, state, and federal laws and regulations + Compliance with all arenaflex policies, processes, and procedures + All other duties as assigned
About You:
* 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
- 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 as well as web interface
What We Offer:
* 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)
- STD LTD Buy-ups available
- 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
- D&I focused: D&I council and employee resource groups
How We Work:
At arenaflex, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.
Equal Opportunity Employer:
arenaflex is an equal opportunity employer. We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability, or any other legally protected status.
Pay Range:
$20-$26 an hour
Location:
Aurora, IL
How to Apply:
If you're passionate about delivering exceptional customer service and are looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. Please submit your application via our online job application platform. For this position only, direct applications will be considered. arenaflex does not recruit via app, telegram, carrier pigeon, or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone, please contact us. Apply for this job