Experienced Customer Service Representative II – Deliver Exceptional Customer Experiences at arenaflex

Unlock your potential with a new role at arenaflex as a Customer Service Representative II! Our Remote office provides a state-of-the-art and comfortable workspace. This position requires a strong and diverse skillset in relevant areas to drive success. This position comes with an attractive salary and a comprehensive benefits package.

Job Summary

arenaflex is seeking an experienced Customer Service Representative II to join our team. As a Customer Service Representative II, you will be the face of arenaflex, interacting with customers, sales associates, and internal/external contacts via inbound phone calls and emails. You will provide professional communication, troubleshoot issues, and offer solutions to our customers, ensuring exceptional customer experiences.

Work Schedule and Environmental Conditions

Our hours of operation are 8:00 a.m. to 8:00 p.m. eastern standard time with a 40-hour work week, covering one late night per week once fully trained. Voluntary and required overtime on occasion. The work environment is office-based, with a comfortable and state-of-the-art workspace.

How Will You Make an Impact?

A Customer Care Representative interacts with customers, sales associates, and internal/external contacts via inbound phone calls and emails. We provide our customers with information to address requests regarding products and services and to provide solutions to any issues. Representatives need to take the initiative to troubleshoot and assist our customers with all requests and/or issues that arise.

What Will You Do?

Key Responsibilities:

• Provide professional communication via phone and email to our customers and internal support teams.
• Use sales order entry system, website, and knowledge base resources to provide accurate and timely assistance with order placement and status inquiries (pricing, availability, order status, shipping details, billing questions, as well as returns and cancellations).
• Accountable for resolving customer complaints (first call resolution) and raises issues as appropriate.
• Answers product or service inquiries, troubleshoots, and supports our customers in facilitating communication for technical assistance as required.
• Works with other departments within arenaflex to find solutions for both internal and external customers.
• Attains established performance metrics including but not limited to: quality standards, after call work (ACW), average handle time (AHT), and follows-up on all actions in accordance with departmental standards. Achieves expected call and email productivity.
• Follows established service quality standards and meets order and inquiry processing time and maintains a high level of order accuracy.
• Stays abreast of new processes and initiatives within the company through training updates.
• Demonstrates arenaflex's 4-I values – Intensity, Integrity, Innovation, and Involvement.

How Will You Get There?

Minimum Requirements/Qualifications:

• High school diploma or equivalent, college desirable.
• Demonstrate understanding of personal computer applications such as Microsoft Outlook, Word, Excel, and other programs.
• Two years of related customer service experience preferred.
• Prior experience working in Oracle JD Edwards Enterprise One Software and SAP Software preferred.
• Displays a customer service orientation.
• Excellent interpersonal skills/friendly, outgoing personality, and enjoys assisting others.
• Demonstrates superior communication skills, including probing, active listening, and written skills. Ability to exhibit patience and understanding to diffuse customer dissatisfaction.
• This position requires repetitive typing, considerable interaction on the telephone, and regular viewing of computer monitors.
• Proactive problem-solving and decision-making.
• Demonstrate judgment, tact, and subtlety in looking after customers as well as the ability to handle confidential and/or proprietary information.
• Demonstrates attention to detail and quality.
• Interpersonal time management and ability to multi-task in order to meet customer commitments in a fast-paced environment.
• Ability to learn and apply new information.
• Works independently and demonstrates resourcefulness.

Compensation and Benefits

The hourly pay range estimated for this position based in New York is $19.00-$20.00. This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs.
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement.
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy.
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan.
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount.

For more information on our benefits, please visit: https://jobs.arenaflex.com/global/en/total-rewards

We Encourage You to Apply!

Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team.