**Job Summary:**
Join arenaflex, a leading global supplier of innovative cleaning, disinfection, and sterilization solutions for Medical and Life Science, as a Customer Support Representative – Non-technical. In this role, you will play a vital part in delivering exceptional 5-Star customer service to our clients, working closely with the field service operations team to ensure seamless support and resolution of service and operational issues. As a remote employee, you will have the flexibility to work from home, with a company laptop and resources provided. If you possess exceptional customer service/administrative skills, a passion for learning and collaboration, and a willingness to learn and grow, we encourage you to apply.
**About arenaflex:**
arenaflex is a global leader in the Medical and Life Science industry, with a rich history of innovation and commitment to excellence. Our U.S. headquarters are located in Charleston, SC, a city consistently voted one of the best places to live and visit in the world. With over 1,200 employees across 10 countries, we pride ourselves on our collaborative and supportive work environment, where every team member has the opportunity to grow and develop their skills.
**Key Responsibilities:**
As a Customer Support Representative – Non-technical, you will be responsible for:
* Receiving and evaluating trouble calls from customers and field personnel via phone and email
* Providing first-level support to customers and field personnel by assisting with identification, evaluation, and possible resolution of service and operational issues with equipment
* Escalating more complex service and operational issues to second-level technical support
* Processing dispatch in the system for calls requiring on-site support to resolve issues, including collecting equipment information, checking warranty and contract status, and providing a quote and collecting purchase order information from the customer for the service call
* Communicating pertinent service information and coordinating with Field Service Technicians to ensure all service activities are accomplished per arenaflex's commitments to the customer
* Scheduling, communicating, and updating customers regarding current requests for service and scheduled maintenance
* Managing customer expectations and commitments in a professional manner
* Maintaining the schedule (work, vacation, time off, etc.) for all Field Service Technicians
* Promptly escalating critical service issues to leadership to ensure proper resolution
**What You Need to Succeed:**
To excel in this role, you will need:
* High school diploma or equivalent
* 1-2 years of experience providing customer service in a business-to-business and/or field service environment
* Basic web-based program knowledge, with the ability to read and identify equipment status and apply the correct processes to resolve issues
* Proficiency with MS Office and database applications
* Demonstrated success working in a cohesive, collaborative, and supportive small team to achieve shared goals
* Creative, innovative, and flexible, with the ability to work in a matrixed environment
* Excellent communication skills both written and verbal, with a strong focus on customer service
* Strong analytical/problem-solving and active listening/comprehension skills
* Strong planning, scheduling, and organizational skills
* Willingness and ability to periodically rotate to a later shift (11:00am - 8:00pm Eastern) that includes on-call technical support and dispatch coverage during nights, weekends, and holidays
**Benefits and Perks:**
As a full-time team member at arenaflex, you will be eligible for our excellent benefits package, including:
* Medical, dental, vision, life, and disability insurances
* 401(k) with a company match
* Paid time off and more!
**Work Environment and Culture:**
arenaflex is committed to creating a work environment that is inclusive, supportive, and collaborative. Our team members are encouraged to grow and develop their skills, with opportunities for professional development and career advancement. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction.
**Equal Employment Opportunity:**
arenaflex provides equal employment opportunities to all employees and applicants for employment, and prohibits discrimination and harassment of any type without regard to race, color, religion, sex (including pregnancy, gender identity or expression, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit based factors.
**How to Apply:**
If you are a motivated and customer-focused individual with a passion for learning and collaboration, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We look forward to hearing from you!
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