Experienced Customer Support Representative – Non-Technical (Remote Southeast or Central US) at arenaflex

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. As a key member of our remote team, you will play a vital role in delivering exceptional 5-Star customer service to our clients across the Southeast and Central US regions. With a focus on providing top-notch support, you will be an integral part of our Service organization's conversion to an active dispatch strategy and assist in developing processes to support it.

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 a team of over 1,200 employees across 10 countries, we strive to provide our customers with absolute confidence in sterile processing solutions.

Your Impact:

As a Customer Support Representative – Non-Technical, you will have a significant impact on arenaflex and our clients. Your key responsibilities will include:

• 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 the 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 & 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 in order to ensure proper resolution

What You Need to Succeed:

To excel in this role, you will need:

• A 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
• Willing and able 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

What We Offer:

As a full-time team member, 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 Company Culture:

As a remote team member, you will have the flexibility to work from home while being an integral part of our arenaflex team. Our company culture values collaboration, innovation, and customer satisfaction. We strive to create a supportive and inclusive work environment that fosters growth and development.

Compensation and Perks:

While the expected salary is not specified, we offer a competitive compensation package that reflects your skills and experience. Additionally, you will have access to a comprehensive benefits package and a range of perks that support your well-being and career growth.

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.

Equal Employment Opportunity:

arenaflex is an equal employment opportunity employer 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.

Note:

Resume submittals from individual recruiters or third-party recruiting agencies will not be considered for this opportunity at this time.

Apply Now:

To apply for this exciting opportunity, please click on the link below: Apply Job! Apply for this job