Experienced Full Stack Customer Service Associate – Commercial Support

Join a team that's making a tangible difference at arenaflex, a leading global provider of healthy, safe, and sustainable building and cold chain solutions. We're seeking a highly skilled and motivated Sr. Customer Service Associate - Commercial Support to join our team and drive success in our B2B channel. This is a fully remote role, offering you the flexibility to work from anywhere and enjoy a competitive salary, comprehensive benefits, and a dynamic work environment.

About arenaflex

arenaflex is the leading global provider of healthy, safe, and sustainable building and cold chain solutions with a world-class, diverse workforce. Our business segments cover HVAC, refrigeration, and fire and security, making modern life possible by delivering safer, smarter, and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day – to make a difference together.

About the Role

We have an exciting opportunity for a Sr. Customer Service Associate – Commercial Support to support our customers via telephone and written customer service. Our B2B channel includes Data Centers, Commercial Contractors, National Accounts, and Carrier Commercial Service (CCS) customers seeking after-market replacement components. The Customer Care Center is a high-volume, fast-paced, and metric-driven call-center team atmosphere with high emphasis on customer satisfaction. This position will be 1st shift (8am-5pm EST).

Key Responsibilities

As a Sr. Customer Service Associate – Commercial Support, you will be responsible for:

• Service VIP high-profile customers via telephone and e-mail, ensuring SLA expectations are achieved and exceptional quality services are delivered to the customer.
• Provide exceptional customer support to VIP customers, as well as pre-delivery and post-sale customer service support (including parts selection, ordering, expediting, pricing, and availability).
• Adaptability and flexibility with 1st, 2nd, & 3rd shifts, including weekends, depending on business demands with a scheduled rotation.
• Primary support and backup for commercial cases received.
• End customers can include data centers, hospitals, universities, retail businesses, and industrial complexes, within the US and internationally.
• Work closely with internal teams to resolve complex issues.
• Escalate to management customer-facing issues, identify trends, areas for improvement, and opportunities for optimization to enhance client satisfaction and operational efficiency.
• Build strong business relationships and drive market growth in the commercial business sector.

Essential Qualifications

* High School Diploma or GED

• 3+ years of experience in a customer service role, with a strong emphasis on delivering exceptional client support.
• 3+ years of using a range of software applications and tools, including but not limited to Outlook, Microsoft Office, and other industry-specific platforms.

Preferred Qualifications

* Self-starter and well-organized to multi-task and prioritize work.

• Strong customer focus and technical aptitude; sense of urgency; strong organizational skills.
• Basic knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools; Salesforce experience is a plus.
• Working knowledge of SAP, Salesforce, PIC, and Windchill systems is desired.
• A background in Residential, Light, and Heavy Commercial HVAC applications, products, and systems is desired.
• Strong ability to work with diverse, cross-functional project teams to achieve high levels of performance in a dynamic, changing environment.
• Meet customer experience quality metrics.
• Actively participate in departmental Carrier Excellence initiatives.
• Strong written and oral communication skills.
• Proficient in MS Office (specifically Word, PowerPoint, and Excel).
• Strong analytical skills, accuracy, and attention to detail are necessary.
• Ability to handle multiple tasks, creative problem-solving skills.

Career Growth Opportunities and Learning Benefits

At arenaflex, we believe in investing in our employees' growth and development. As a Sr. Customer Service Associate – Commercial Support, you will have opportunities to:

• Develop your skills and knowledge in customer service, sales, and technical support.
• Work with a diverse team of professionals to achieve high levels of performance in a dynamic, changing environment.
• Participate in departmental Carrier Excellence initiatives to drive continuous improvement and innovation.
• Enjoy a competitive salary, comprehensive benefits, and a dynamic work environment.

Work Environment and Company Culture Highlights

arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive. As a Sr. Customer Service Associate – Commercial Support, you will be part of a team that values:

• Collaboration and teamwork.
• Continuous learning and development.
• Innovation and creativity.
• Customer satisfaction and loyalty.
• Diversity, equity, and inclusion.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary, comprehensive benefits, and a dynamic work environment. As a Sr. Customer Service Associate – Commercial Support, you can expect:

• A salary range of $61,213 - $107,122 annually.
• Comprehensive benefits, including medical, dental, and vision insurance.
• A dynamic work environment with opportunities for growth and development.
• A flexible remote work arrangement.
• A commitment to diversity, equity, and inclusion.

Conclusion

If you're a motivated and skilled customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Sr. Customer Service Associate – Commercial Support at arenaflex, you will have the opportunity to make a tangible difference in the lives of our customers and contribute to the success of our business. Don't hesitate – apply today! Apply To This Job Apply for this job