Experienced Full Stack Customer Service Representative – B2C Support and Sales

We are currently seeking a highly skilled and motivated Associate Customer Service Representative, B2C to join our innovative remote team at arenaflex. This role offers the perfect blend of customer service, technical expertise, and sales acumen, providing an exciting opportunity for individuals who thrive in fast-paced environments. As a key member of our customer service team, you will play a vital role in delivering world-class customer experiences, resolving complex issues, and driving sales growth.

About arenaflex

arenaflex is a leading provider of innovative solutions, and we're committed to empowering our associates to #BecomeMoreAtarenaflex. Our company culture values diversity, inclusivity, and innovation, and we're dedicated to creating a workplace where our associates can grow and thrive. With a strong focus on customer satisfaction, we're looking for talented individuals who share our passion for delivering exceptional customer experiences.

Opportunity

As an Associate Customer Service Representative (ACSR), you will have the opportunity to assist customers with arenaflex plumbing product support, including installation and troubleshooting, pre-sale questions, and order placement. Your goal as an ACSR is to provide world-class customer delight during telephone interactions while troubleshooting, investigating, and resolving customer inquiries about arenaflex products. You will be empowered to provide empathetic, courteous, and quality customer care in an accurate and timely manner, while maintaining a positive, problem-solving approach, which will be measured by customer feedback surveys and customer experience evaluations.

Specific Responsibilities

* Primary duty is to answer inbound customer inquiries via phone calls by performing diagnosis of products and taking appropriate action.

• Perform advanced troubleshooting and advise specification guidelines with plumbers, designers, and retail, wholesale, and showroom personnel.
• Walk customers and trade professionals through step-by-step installation and/or repair of arenaflex products.
• Technical proficiency: ability to navigate and manage multiple computer windows and software systems, including customer relationship management, order management, and arenaflex.com website.
• Effectively use Customer Care Center (3C) technology, including Salesforce CRM, arenaflex.com, SAP, Microsoft Teams, Outlook Email, Sharepoint, Verint Schedules, and Workbrain, and all other tools/resources available, including technical literature and price books.
• Gain knowledge of all arenaflex products and the associated warranties associated.
• Read and understand technical publications, diagrams, and specification documents.
• Excellent interpersonal and communication skills.
• Track orders, provide availability, and other shipping information.
• Up sell arenaflex products and accessories as appropriate.
• Assist with implementing procedures to maximize up-time and phone coverage.
• Track trends in product variations and report to engineering and quality as appropriate.
• Participate in department initiatives as needed.
• Participate in various Customer Service Support functions as needed, including order block reports, credit card reports, and shipping resolution.
• Meet or exceed balanced scorecard metrics and maintain acceptable attendance record.

Skills/Requirements

* High school diploma or GED required; 24-year degree preferred.

• 1+ years of customer service experience desired.
• Previous computer experience is necessary to be successful in this position.
• Experience in a call center environment preferred.
• Completion of internal Brand Ambassador Program required.

Work from Home Requirements

* The associate is responsible for paying their own internet expenses and must have a hard-wired internet service via cable, fiber, or DSL with a minimum 10mbps service. Wired ethernet connection that meets upload and download speed requirements as noted above. Cannot be Wi-Fi, dial up, satellite, or cellular internet.

• Have a separate confidential and distraction-free workspace with no background noises.
• Freedom from other responsibilities; you must be focused on delivering a world-class service experience.
• Required to work during their assigned shift time Monday-Friday between the hours of 8:00 a.m. and 5:00 p.m. Break and lunch times will be scheduled.
• Less than full-time hours are 32-34 hours/week may be available after training, more hours will be required during peak season.

Why Choose arenaflex?

We empower each associate to #BecomeMoreAtarenaflex with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we're driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.

About Us

It is arenaflex's policy to recruit, hire, and promote qualified applicants without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability, or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact [email protected]. arenaflex Co. is an equal opportunity/affirmative action employer.

Are You the One We're Looking For?

If you believe you have what it takes, submit your application without delay. We are keen to hear from talented candidates like you. Apply To This Job Apply for this job