Are you a customer-centric individual with a passion for delivering exceptional service? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further! arenaflex is seeking an experienced Customer Support Specialist to join our hybrid team, working from the comfort of your own home. As a key member of our Customer Success infrastructure, you will play a vital role in supporting our sales efforts by providing top-notch service to our customers through various communication channels.
**About arenaflex**
arenaflex is a leading organization in the industry, dedicated to providing innovative solutions that make a real difference in people's lives. Our team is passionate about delivering exceptional customer experiences, and we're looking for like-minded individuals to join our ranks. As a Customer Support Specialist, you will be part of a dynamic team that values collaboration, innovation, and continuous learning.
**Responsibilities**
As a Customer Support Specialist at arenaflex, you will be responsible for:
* Serving customers via phone, email, and/or chat by determining their requirements, answering inquiries, resolving problems, and fulfilling requests
* Maintaining a high inbound call answer rate (75-80 calls a day average)
* Resolving problems by clarifying issues, researching and exploring alternative solutions, implementing solutions, and escalating unresolved problems when applicable
* Redirecting complex or specialized concerns to the appropriate team for follow-up (e.g., technical product support)
* Investigating and resolving problems related to the shipment of products, returns, credits, and orders
* Communicating company policies and pricing per price and policy guide
* 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 and case management for sales territory
* Handling customer complaints with urgency and ensuring satisfactory resolution
* Working cross-functionally to ensure an effortless customer experience
* Consistently meeting stated KPIs and complying with all local, state, and federal laws and regulations
**Requirements**
To be successful in this role, you will need:
* 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 skills
* 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
**Nice-to-haves**
* Willingness to learn and adapt to new challenges
**Benefits**
As a valued member of our team, you will enjoy a comprehensive benefits package, including:
* 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/Long-Term Disability coverage (STD/LTD)
* 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
**Why Join arenaflex?**
* Collaborative and dynamic work environment
* Opportunities for career growth and development
* Comprehensive benefits package
* Recognition and rewards for outstanding performance
* Flexible work arrangements to suit your needs
**Don't Hesitate, Apply!**
If you're a customer-focused individual with a passion for delivering exceptional service, we want to hear from you! Don't worry if you don't meet every single requirement – we value a great attitude and a willingness to learn above all. Submit your application today and take the first step towards an exciting new career with arenaflex!