Experienced Bilingual Customer Service Specialist – Multilingual Support for Eyecare Professionals

At arenaflex, we're dedicated to revolutionizing the way people see the world. As a leading manufacturer of soft contact lenses, we're committed to delivering exceptional quality and innovative solutions to the eyecare industry. We're now seeking an experienced Bilingual Customer Service Specialist to join our team in Gilbert, AZ. If you're passionate about delivering outstanding customer experiences and have a flair for languages, we'd love to hear from you!

About arenaflex

arenaflex is a global leader in the contact lens industry, driven by a passion to improve lives through innovative products and exceptional customer service. Our team is comprised of talented individuals from diverse backgrounds, united by a shared commitment to excellence and a customer-centric approach. We're proud to be an equal opportunity workplace, dedicated to fostering a culture of inclusivity, respect, and growth.

Job Summary

As a Bilingual Customer Service Specialist at arenaflex, you'll play a vital role in providing exceptional support to our customers, including eyecare professionals and patients. You'll be responsible for handling inbound calls, emails, and other communication channels, resolving customer inquiries, and ensuring seamless order processing. Your fluency in English and Spanish will enable you to effectively communicate with our diverse customer base, while your exceptional customer service skills will ensure that every interaction is a positive experience.

Responsibilities

* Handle inbound calls from customers, including eyecare professionals and patients, to resolve inquiries, place orders, and provide product information

• Provide First Contact Resolution (FCR) for all communication channels, ensuring that customer issues are resolved efficiently and effectively
• Adhere to Quality Assurance Guidelines to maintain high standards of customer service and promote the arenaflex brand
• Meet department productivity and quality standards, including metrics for call handling, resolution rates, and customer satisfaction
• Possess and effectively utilize knowledge of current policies and procedures within Customer Service
• Work with multiple computer applications, including client management software, to enhance delivery of service to our customers
• Update and utilize applications/systems as necessary to reflect accurate information
• Assist customers with questions and issues, identifying problems and using proper techniques to resolve them
• Identify service errors and report/resolve them appropriately
• Up-sell products and services for promotions, discontinuations, or contests, as required
• Maintain knowledge of all products, prices, accessories, and literature, shipment and availability of product, policies, and procedures to effectively service the customer
• Ability to learn and take on additional responsibilities and other projects, complete as assigned
• Demonstrate and exemplify professionalism in performance and attitude, including accountability, initiative, and teamwork
• As business needs dictate, work extended hours to complete daily department goals or tasks, including overtime

Qualifications

* Background in order entry/order management using an ERP system is a plus

• Familiarity with MS Dynamics ERP or similar system is a plus
• Knowledge of the eyecare industry is a plus
• 1+ year background in telephone customer service or equivalent strongly preferred
• 1+ year experience in a goal-driven and customer-focused environment strongly preferred
• Proficient computer keyboarding skills, including proficiency with Microsoft Office suite (Word, Excel, Outlook, Teams) and comfort with web-based video conferencing (Teams, Webex, etc.)
• Demonstrated proficiency in email correspondence
• Strong attention to detail
• Exceptional written and verbal communication skills
• Demonstrated analytical and problem-solving ability
• Excellent telephone presence and a high degree of professionalism
• Effective organization, planning, and time management skills
• Strong ability to multi-task
• Ability to thrive in a fast-paced environment
• Highly adaptable to change, with a tolerance for stress
• Ability to work independently under limited supervision, as well as strong interpersonal collaboration skills
• Ability to learn independently, and to expand knowledge of new products, processes, procedures, and tools
• Fluency in written and spoken English and Spanish is required

Work Environment

* This is a full-time onsite role, with hybrid remote scheduling available based on business needs and ability to maintain an appropriate home-office environment

• Prolonged periods of sitting at a desk and working on a computer, with break and lunch periods scheduled to ensure consistent department availability to customer needs
• Occasional need to lift up to 15 pounds

Education

* High school diploma or equivalent required

• College degree preferred

What We Offer

* Competitive salary and benefits package

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive training and support to ensure success
• Flexible scheduling and work-life balance
• Access to cutting-edge technology and tools
• Collaborative and inclusive company culture

How to Apply

If you're a motivated and customer-focused individual with a passion for languages, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, highlighting your relevant experience and qualifications. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds, and are proud to be an employer of choice for individuals with disabilities. Apply for this job