Experienced Customer Support Representative – Non-Technical (Remote Southeast or Central US) in arenaflex
Job Description:
About arenaflex
At arenaflex, we're a leading global supplier of innovative cleaning, disinfection, and sterilization solutions for Medical and Life Science. With almost 1,200 employees in 10 countries, we've been working tirelessly for over 40 years to provide our customers with absolute confidence in sterile processing solutions. Our U.S. headquarters are located in Charleston, SC, which is consistently voted one of the best places to live and visit in the world.About the Role
We're seeking an experienced Customer Support Representative to join our team in a remote capacity. As a key member of our field service operations team, you'll play a vital role in delivering exceptional 5-Star customer service to all arenaflex customers. You'll be an integral part in the Service organization's conversion to an active dispatch strategy and assist in developing the processes to support it.Your Key Responsibilities
As a Customer Support Representative, you'll 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 the equipment
- Escalating more complex service and operational issues to second-level technical support
- Processing the dispatch in the system for calls requiring on-site support to resolve issues, including collecting equipment information, checking warranty and contract status, and, if required, 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 be successful in this role, you'll 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'll 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!