Introduction to arenaflex and the Role
arenaflex is a leading brand in the industry, known for its commitment to innovation, quality, and customer satisfaction. As a key member of our customer service team, you will play a vital role in ensuring that our customers receive the best possible support and experience when interacting with our products. We are seeking an experienced and skilled Associate Customer Service Representative to join our team, working remotely within 150 miles of Sheboygan, WI. This is an exciting opportunity to work with a dynamic and forward-thinking company, where you will be empowered to provide world-class customer service and make a real difference in the lives of our customers.
Key Responsibilities
As an Associate Customer Service Representative at arenaflex, your primary goal will be to deliver exceptional customer experiences through telephone interactions, troubleshooting, and resolving customer inquiries about our products. Your key responsibilities will include:
- Answering inbound customer inquiries via phone calls, performing diagnosis of products, and taking appropriate action to resolve issues.
- Providing advanced troubleshooting and advising on specification guidelines with plumbers, designers, and retail, wholesale, and showroom personnel.
- Walking customers and trade professionals through step-by-step installation and/or repair of arenaflex products.
- Utilizing technical proficiency to navigate and manage multiple computer windows and software systems, including customer relationship management, order management, and our website.
- Effectively using our Customer Care Center technology, including Salesforce CRM, our website, SAP, Microsoft Teams, Outlook Email, Sharepoint, Verint Schedules, and Workbrain, as well as other tools and resources available.
- Gaining knowledge of all arenaflex products and associated warranties.
- Reading and understanding technical publications, diagrams, and specification documents.
- Utilizing excellent interpersonal and communication skills to provide empathetic, courteous, and quality customer care.
- Tracking orders, providing availability, and other shipping information.
- Upselling arenaflex products and accessories as appropriate.
- Assisting with implementing procedures to maximize up-time and phone coverage.
- Tracking trends in product variations and reporting to engineering and quality as appropriate.
- Participating in department initiatives as needed.
- Participating in various Customer Service Support functions as needed, including order block reports, credit card reports, and shipping resolution.
- Meeting or exceeding balanced scorecard metrics and maintaining an acceptable attendance record.
Essential and Preferred Qualifications
To be successful in this role, you will need to possess the following essential qualifications:
- High school diploma or GED required, with a 2-4 year degree preferred.
- 1+ years of customer service experience desired, with previous computer experience necessary to be successful in this position.
- Experience in a call center environment is preferred, with completion of our internal Brand Ambassador Program required.
In addition to these essential qualifications, the following preferred qualifications will be advantageous:
- Previous experience working with customer relationship management software and other technical systems.
- Knowledge of the industry and our products, with a strong understanding of customer service principles and practices.
- Excellent communication and interpersonal skills, with the ability to work effectively in a team environment.
Skills and Competencies
To excel in this role, you will need to possess a range of skills and competencies, including:
- Technical proficiency, with the ability to navigate and manage multiple computer windows and software systems.
- Excellent communication and interpersonal skills, with the ability to provide empathetic, courteous, and quality customer care.
- Strong problem-solving and analytical skills, with the ability to troubleshoot and resolve customer inquiries.
- Ability to work effectively in a team environment, with a strong focus on customer satisfaction and experience.
- Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple responsibilities.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees, with a range of career growth opportunities and learning benefits available. These include:
- Comprehensive training programs, designed to help you develop the skills and knowledge needed to succeed in your role.
- Opportunities for career advancement, with a range of roles and responsibilities available across the company.
- Access to industry-leading technology and systems, with ongoing support and training to help you stay up-to-date with the latest developments.
- A strong focus on employee development, with regular feedback and coaching to help you achieve your goals and aspirations.
Work Environment and Company Culture
At arenaflex, we pride ourselves on our positive and inclusive company culture, with a strong focus on employee satisfaction and well-being. Our work environment is dynamic and supportive, with a range of benefits and perks available to help you thrive in your role. These include:
- A competitive total rewards package, designed to support your health and wellbeing, with access to career growth and development opportunities.
- A diverse and inclusive workplace, with a strong culture of innovation and collaboration.
- A range of employee benefits, including flexible working arrangements, employee recognition programs, and access to industry-leading technology and systems.
- A strong focus on employee development, with regular feedback and coaching to help you achieve your goals and aspirations.
Compensation, Perks, and Benefits
At arenaflex, we offer a competitive compensation package, with a range of perks and benefits available to help you thrive in your role. These include:
- A competitive salary, with opportunities for career advancement and growth.
- A range of employee benefits, including health insurance, retirement savings, and paid time off.
- Access to industry-leading technology and systems, with ongoing support and training to help you stay up-to-date with the latest developments.
- A strong focus on employee recognition and reward, with regular feedback and coaching to help you achieve your goals and aspirations.
Conclusion
If you are a motivated and customer-focused individual, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join our team at arenaflex. With a range of career growth opportunities and learning benefits available, this is a great chance to develop your skills and knowledge, while working with a dynamic and forward-thinking company. Don't miss out on this opportunity to take your career to the next level and apply today!
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