Experienced Customer Service Representative – Remote Customer Support

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our clients' expectations. As a key member of our customer support team, you'll play a vital role in ensuring our customers receive the highest level of service and support. If you're passionate about delivering outstanding customer experiences and have a knack for problem-solving, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower businesses to thrive in today's fast-paced market. Our team of experts is dedicated to helping our clients achieve their goals through cutting-edge technology, exceptional customer support, and a commitment to excellence. As a remote customer service representative, you'll be part of a dynamic team that's passionate about making a difference in the lives of our customers.

Key Responsibilities

As an Experienced Customer Service Representative, you'll be responsible for providing top-notch customer support to our clients via phone, email, chat, and other communication channels. Your primary duties will include:

• Processing orders in a fast-paced environment, ensuring accuracy and efficiency
• Entering orders in our ERP system via inbound calls, emails, chat, and SMS
• Providing knowledgeable answers to customers regarding product, pricing, and inventory availability inquiries
• Helping customers navigate our website and place orders online
• Working with internal departments to meet customers' needs
• Resolving product returns, shipping inquiries, and order status questions
• Developing and maintaining strong customer relationships through relationship building and communication
• Anticipating, identifying, managing, and proactively working to seek solutions for potential problems for customers
• Reviewing customer orders for accuracy to ensure all information provided is accurate
• Utilizing your expertise as a Super User to conduct training for new hires and refresher training
• Answering incoming telephone calls in a courteous and professional manner
• Informing customers of prices, shipping dates, anticipated delays, and any additional information needed by customers
• Complying with quality assurance metrics
• Updating customer order/account information in our ERP system
• Entering credits in our ERP system
• Sending and receiving customer documents in our ERP system
• Soliciting sales of new or additional services
• Preparing customer reports
• Maintaining files for order-related paperwork in an organized manner
• Handling customer complaints or escalating when necessary
• Backing up team lead or supervisor

NetSuite Skills

As a remote customer service representative, you'll need to be proficient in NetSuite, with a strong understanding of its features and functionality. Your NetSuite skills should include:

• Placing orders, issuing RMA's, checking ETA's, accepting payments, creating DTC accounts, pricing and availability, checking order status, and basic understanding of WMS
• Highly proficient in NetSuite, with consideration as a Super User
• Ability to work reports, email, issue RMA credits, apply payments, apply credits, read financials, manage back orders, and move orders
• Proficient and understanding of exports, training, investigating and correcting order issues, working knowledge of special orders, and working as a NetSuite tester
• Ability to manage escalations

Technical Skills

As a remote customer service representative, you'll need to possess strong technical skills, including:

• Cross-referencing expert searching for parts by dimensions, measuring parts (mounting holes, outside diameter, inside diameter, length)
• Core ability to read diagrams and explain them
• Basic starting system and how it works, with the ability to diagnose repair points (rebuild over the phone)
• Using AEP ERP company websites cross-references for parts
• Ability to search for parts with little information (knowing questions to ask)
• Diagnosing different symptoms to offer solutions
• Ability to place orders across J&N and Stens brands

Drive Organizational Culture

As a remote customer service representative, you'll be expected to demonstrate a positive attitude, be resourceful, communicate cross-functionally, foster change and innovation, and have a passion for winning. You'll be part of a dynamic team that's passionate about making a difference in the lives of our customers.

Education and Qualifications

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

• High school diploma, GED, or equivalent experience required
• College degree preferred
• 5+ years of contact center experience preferred
• Leadership experience
• Excellent time management skills
• Strong organizational skills
• Strong business acumen
• Excellent oral and written communication skills
• Strong teamwork
• Bilingual (Spanish and/or French) preferred

Physical Demands

As a remote customer service representative, you'll be working in a home-based environment, and your primary duties will require:

• Regularly talking and hearing
• Frequently standing, walking, using hands to handle or feel, and reaching with hands and arms
• Occasionally sitting for prolonged periods
• Lifting up to 30 lbs. using proper lifting techniques

Working Conditions

As a remote customer service representative, you'll be working in a heated and air-conditioned office environment, with a 8-hour shift, day shift.

Compensation and Benefits

arenaflex offers a competitive salary of $18.00 - $20.00 per hour, as well as a range of benefits, including:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s)

To apply for this role, please answer the following question:

• Are you available to work 9:30 am- 6:00 pm EST Mon-Fri?

Experience

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

• 2 years of experience processing orders
• 5 years of experience in customer service
• 5 years of experience in a call center
• 1 year of experience working remotely
• 1 year of experience with ERP systems

Work Location

As a remote customer service representative, you'll be working from home, with a flexible schedule that allows you to work from anywhere.

Submit Your Application

If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you. Apply now and take the first step towards a rewarding new role. Apply to this job Apply for this job