At arenaflex, we're dedicated to revolutionizing the way we approach customer support, and we're looking for a talented and passionate Customer Support Specialist to join our team. As a key member of our Customer Success infrastructure, you'll play a vital role in delivering exceptional service to our customers, ensuring their satisfaction, and driving operational efficiency.
**About arenaflex**
arenaflex is a leading innovator in the industry, committed to pushing the boundaries of what's possible. Our team is comprised of talented individuals from diverse backgrounds, united by a shared passion for excellence and a drive to make a meaningful impact. We're proud to be a part of a company that values innovation, collaboration, and customer satisfaction above all else.
**Responsibilities**
As a Customer Support Specialist at arenaflex, you'll be responsible for providing top-notch support to our customers through various communication channels, including phone, email, and chat. Your primary objectives will be to:
* Serve customers with exceptional service, ensuring their needs are met and their satisfaction is guaranteed
* Maintain a high inbound call answer rate, with an average of 75-80 calls per day
* Resolve problems efficiently, using your analytical skills to identify root causes and implement effective solutions
* Redirect complex or specialized concerns to the appropriate team for follow-up, ensuring seamless communication and collaboration
* Investigate and resolve issues related to product shipments, returns, credits, and orders
* Communicate company policies and pricing accurately, using our price and policy guide as a reference
* Assist with billing questions, pricing, and warranty inquiries
* Assist with order status and tracking inquiries
* Assist with backorder management for sales territory
* Assist with web services and case management for sales territory
* Handle customer complaints with urgency and ensure satisfactory resolution
* Work cross-functionally to ensure an effortless customer experience
* Consistently meet stated KPIs and comply with all local, state, and federal laws and regulations
**Requirements**
To be successful in this role, you'll need to possess:
* A minimum of 2 years' B2B Customer Service experience or 3 years' B2C Customer Service experience
* Manufacturing experience is a plus, as is SAP experience
* Order management experience is also highly valued
* Effective written and verbal communication skills, with the ability to adapt to a variety of situations
* Strong typing proficiency and computer skills, with intermediate skills in Microsoft Applications, including Excel, Outlook, Teams, Word, and PowerPoint
**Nice-to-haves**
* A willingness to learn and adapt to new challenges, with a growth mindset and a passion for continuous improvement
**Benefits**
At arenaflex, we're committed to providing our employees with a comprehensive benefits package that supports their physical, emotional, and financial well-being. Some of the benefits you can expect include:
* Medical, dental, and vision coverage
* Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
* TeleHealth options
* 401k plan with company match
* Company-paid life and AD&D insurance
* Additional supplemental life and AD&D coverage available
* Company-paid Short and Long-Term Disability coverage (STD/LTD)
* Accident and Hospital Indemnity coverage
* Legal and ID Theft Assistance
* Paid Time Off (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're passionate about creating a workplace that's inclusive, supportive, and empowering. We believe that our employees are our greatest asset, and we're committed to providing them with the resources, training, and opportunities they need to succeed. If you're a customer-focused individual with a passion for delivering exceptional service, we'd love to hear from you!
**How to apply**
If you're excited about the opportunity to join our team and contribute to our mission, please submit your application through our website. We can't wait to hear from you!
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