Experienced Customer Support Specialist – Hybrid Role at arenaflex

Join arenaflex's dynamic team and become a key player in delivering exceptional customer experiences that drive business growth and customer satisfaction. As a Customer Support Specialist at arenaflex, you will play a vital role in supporting the company's sales efforts by providing top-notch service to customers through various communication channels. This position is an integral part of the Customer Success infrastructure, ensuring a high level of customer satisfaction and operational efficiency while handling a significant volume of inquiries and issues related to hearing care solutions.

About arenaflex

arenaflex is a leading provider of innovative hearing care solutions, dedicated to empowering individuals to live their best lives. With a strong commitment to customer satisfaction and employee growth, arenaflex offers a dynamic work environment that fosters collaboration, innovation, and continuous learning. As a Customer Support Specialist, you will be part of a talented team that is passionate about delivering exceptional customer experiences and driving business success.

Responsibilities

As a Customer Support Specialist at arenaflex, your key responsibilities will include:

• Serve customers via phone, fax, mail, and/or email: Determine customer requirements, answer inquiries, resolve problems, fulfill requests, maintain client database, and customer profiles.
• Maintain a high inbound call answer rate: Average 75-80 calls per day, ensuring timely and effective communication with customers.
• Resolve problems: Clarify issues, research and explore alternative solutions, implement solutions, and escalate unresolved problems when applicable.
• Redirect complex or specialized concerns: Refer complex or specialized concerns to the appropriate team for follow-up, such as Audiology inquiries or technical product support.
• Investigate and resolve problems: Related to the shipment of products, returns, credits, and orders.
• Communicate company policies and pricing: Ensure accurate and timely communication of company policies and pricing per price and policy guide.
• Assist with billing questions, pricing, and warranty inquiries: Provide accurate and timely responses to customer inquiries.
• Assist with order status and tracking inquiries: Ensure timely and accurate communication of order status and tracking information.
• Assist with backorder management: Manage backorders for sales territory, ensuring timely and effective communication with customers.
• Assist with web services and case management: Provide support for web services and case management for sales territory.
• Handle customer complaints: Respond to customer complaints with urgency and ensure satisfactory resolution.
• Work cross-functionally: Collaborate with internal teams to ensure an effortless customer experience.
• Meet stated KPIs and comply with laws and regulations: Consistently meet stated Key Performance Indicators (KPIs) and comply with all local, state, and federal laws and regulations.

Requirements

To succeed as a Customer Support Specialist at arenaflex, you will need:

• Minimum 2 years' B2B Customer Service OR minimum 3 years' B2C Customer Service experience: Proven experience in customer service, with a strong focus on delivering exceptional customer experiences.
• Manufacturing experience is a plus: Experience in a manufacturing environment, with a strong understanding of production processes and logistics.
• SAP experience is a plus: Familiarity with SAP systems and processes, with the ability to navigate and troubleshoot issues.
• Order management experience: Proven experience in managing orders, including processing, tracking, and resolving issues.
• Effective written and verbal communication skills: Strong communication skills, with the ability to articulate complex information in a clear and concise manner.
• Ability to adapt to a variety of situations: Flexibility and adaptability, with the ability to navigate changing priorities and situations.
• Strong typing proficiency and computer skills: Proficiency in Microsoft Office applications, including Excel, Outlook, Teams, Word, and PowerPoint.
• Intermediate skills with Microsoft Applications: Familiarity with Microsoft applications, including Excel, Outlook, Teams, Word, and PowerPoint.

Nice-to-haves

* Willingness to learn and adapt to new challenges: A growth mindset, with a willingness to learn and adapt to new situations and challenges.

Benefits

As a Customer Support Specialist at arenaflex, you will enjoy a comprehensive benefits package, including:

• Medical, dental, and vision coverage: Comprehensive health insurance, including medical, dental, and vision coverage.
• Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts: Flexible benefits options, including Health Savings, Health Reimbursement, and Flexible Spending/Dependent Care Accounts.
• TeleHealth options: Access to TeleHealth services, including virtual consultations and appointments.
• 401k plan with company match: A 401k plan with a company match, helping you save for your future.
• Company paid life/ad&d insurance: Comprehensive life and accidental death and dismemberment (AD&D) insurance, provided by arenaflex.
• Additional supplemental life/ad&d coverage available: Optional supplemental life and AD&D coverage, available to employees.
• Company paid Short/Long-Term Disability coverage (STD/LTD): Comprehensive short-term and long-term disability coverage, provided by arenaflex.
• Accident/Hospital Indemnity coverage: Accident and hospital indemnity coverage, providing financial protection in the event of an accident or hospitalization.
• Legal/ID Theft Assistance: Access to legal and identity theft assistance services, providing peace of mind and protection.
• PTO, floating Diversity Day, & paid holidays: A generous paid time off (PTO) policy, including floating Diversity Day and paid holidays.
• Paid parental bonding leave: Paid parental bonding leave, providing support for new parents.
• Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more): A comprehensive employee assistance program, including a 24/7 mental health support hotline and 5 company-paid counseling sessions.
• Robust Internal Career Growth opportunities: Opportunities for career growth and development, including training, mentorship, and professional development.
• Tuition reimbursement: Tuition reimbursement, helping you pursue your educational goals.
• Hearing aid discount for employees and family: A discount on hearing aids for employees and their families.

Join the arenaflex team today!

If you are a customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for the Customer Support Specialist role at arenaflex. As a member of our dynamic team, you will have the opportunity to grow and develop your skills, while making a meaningful impact on our customers' lives. Apply now and take the first step towards a rewarding career at arenaflex! Apply for this job