Customer Experience Specialist I – Locks (Remote – Colorado) – Frontline Service & Support for Security Solutions

About arenaflex – Pioneering Safety and Security Worldwide

At arenaflex we are on a mission to create peace of mind for millions of people every day. From homes and offices to public venues, our portfolio of more than 30 trusted brands protects the places where life happens. With a global workforce of over 12,000 employees and products sold in 130+ countries, arenaflex is a leader in door‑security, access control, and innovative lock technologies. In 2024 we earned the arenaflex Exceptional Workplace Award, a testament to our culture of engagement, continuous learning, and employee empowerment.

Our commitment to safety goes hand‑in‑hand with a commitment to our people. Whether you thrive in a collaborative office, a remote home office, or a hybrid environment, arenaflex provides the tools, flexibility, and supportive community you need to excel. As a Customer Experience Specialist I – Locks, you will be a critical voice in ensuring our customers receive fast, accurate, and courteous service that reflects the high standards of our brand.

Position Overview

This remote‑first role is based in Colorado, with a requirement to reside within a one‑hour radius of Colorado Springs for monthly in‑person training and team‑building sessions at our Colorado Springs security hub. You will work Monday‑Friday, 6:30 am – 3:00 pm MST, delivering end‑to‑end support for lock‑related inquiries, order management, warranty claims, and cross‑functional issue resolution.

As a member of the arenaflex Customer Experience team, you will act as the trusted liaison between our affiliates, distributors, and internal product experts. Your day‑to‑day responsibilities will blend product knowledge, process mastery, and a genuine desire to help customers succeed.

Key Responsibilities

• Product Mastery: Develop a solid understanding of one assigned lock brand, its features, and typical use‑cases to confidently address customer questions.
• Customer Interaction Management: Respond to inbound requests via phone, email, and the arenaflex online portal, delivering accurate resolutions within agreed service‑level targets.
• Order Lifecycle Support: Track order status, expedite shipments, process modifications, reprint documentation, and coordinate returns or replacements.
• Financial Transactions: Apply credits and debits to customer accounts, ensuring transparent and timely financial communication.
• Warranty & Return Processing: Perform initial troubleshooting on warranty claims, escalating complex cases to the appropriate specialist teams.
• CRM & ERP Utilization: Log every interaction in the Customer Relationship Management (CRM) system, maintain data integrity, and leverage Enterprise Resource Planning (ERP) tools for order and inventory visibility.
• Cross‑Functional Collaboration: Partner with sales, engineering, logistics, and product development teams to resolve multi‑departmental issues.
• Proactive Follow‑Up: Monitor open tickets, provide status updates, and close cases only after confirming customer satisfaction.
• Continuous Learning: Participate in ongoing training, product releases, policy updates, and best‑practice workshops to stay ahead of industry trends.
• Performance Metrics: Meet or exceed all service‑level agreements (SLAs), quality scores, and productivity benchmarks.

Essential Qualifications

• Minimum 6 months of customer service experience in a fast‑paced, collaborative environment.
• High school diploma or GED; additional education or certifications are a plus.
• Strong written and verbal communication skills, with an ability to convey technical information clearly.
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel) and basic web applications.
• Demonstrated ability to multitask, prioritize, and manage time efficiently under pressure.
• Legal authorization to work in the United States (arenaflex does not sponsor visas).

Preferred Qualifications & Skills

• Prior experience with lock or security‑product support, or a demonstrated interest in the security industry.
• Familiarity with CRM platforms (e.g., Salesforce, Zendesk) and ERP systems (e.g., SAP, Oracle).
• Experience handling warranty claims, returns processing, or logistics coordination.
• Customer‑focused mindset with a track record of delivering high‑quality service.
• Problem‑solving aptitude and the ability to think critically when faced with ambiguous situations.
• Comfort with remote work tools such as video conferencing, collaboration suites, and virtual private networks.

Core Competencies for Success

• Empathy & Active Listening: Understand the underlying needs of customers, not just the surface‑level request.
• Attention to Detail: Accurate data entry and documentation to support root‑cause analysis and continuous improvement.
• Adaptability: Thrive in a dynamic environment where priorities can shift quickly.
• Team Orientation: Work seamlessly with internal stakeholders to drive resolutions.
• Accountability: Own each interaction from start to finish, ensuring follow‑through and closure.

Career Growth & Development Opportunities

arenaflex invests heavily in the professional growth of its employees. As a Customer Experience Specialist I, you will have access to:

• Structured onboarding and mentorship programs that pair you with seasoned arenaflex professionals.
• Regular CliftonStrengths (renamed arenaflex Strengths) assessments and coaching to help you leverage your natural talents.
• Tuition reimbursement for relevant courses, certifications, or degree programs.
• Opportunities to transition into senior support roles, product specialist positions, or cross‑functional teams such as sales enablement, training, or operations.
• Participation in internal innovation challenges, where you can contribute ideas that shape future lock technologies.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: safety, empowerment, and inclusion.

• Safety First: Every employee is a guardian of the safety promise we make to our customers.
• Empowerment: You are encouraged to take ownership of your work, propose improvements, and lead initiatives.
• Inclusion: arenaflex celebrates diversity. We foster an environment where every voice is heard, regardless of background, identity, or experience.

Remote employees enjoy a flexible work‑life balance, with a supportive technology stack, regular virtual coffee chats, and quarterly in‑person gatherings at our Colorado Springs hub to strengthen team bonds.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to support your health, financial security, and personal well‑being.

• Base Salary: $35,300 – $62,500 USD, commensurate with experience and market factors.
• Health Coverage: Comprehensive medical, dental, and vision plans for you and eligible dependents.
• Retirement Savings: 401(k) with a 6 % company match and no vesting period.
• Flexible Spending Accounts (FSA) & Health Savings Accounts (HSA): Tax‑advantaged accounts for medical and dependent care expenses.
• Disability & Life Insurance: Short‑term and long‑term disability coverage, plus term life insurance with optional supplemental coverage.
• Paid Time Off: Generous vacation, sick leave, and holidays to recharge.
• Wellness Incentives: Earn up to $2,000 in rewards for completing wellness activities.
• Employee Discounts: Access to exclusive savings through Perks at Work.
• Community Engagement: Volunteer programs and charitable initiatives that let you give back.
• Learning Resources: Online training platforms, webinars, and internal knowledge bases.

Why Join arenaflex?

If you are passionate about helping people feel safe, enjoy solving problems, and want to grow within a globally recognized security leader, arenaflex is the place for you. Our award‑winning culture, commitment to continuous learning, and focus on work‑life balance create an environment where you can thrive both personally and professionally.

Application Process & Next Steps

Ready to make a difference? Click the “Apply” button below to submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. Even if you don’t meet every qualification, we encourage you to apply—arenaflex values diverse experiences and believes great talent can come from unexpected places.

After you apply, our Talent Acquisition team will review your submission, schedule a virtual interview, and guide you through the next steps. We are committed to providing accommodations for candidates with disabilities; please let us know if you need any assistance during the hiring process.

Join the arenaflex Team Today

Become part of a purpose‑driven organization that protects what matters most to people around the world. Your journey toward a rewarding career in customer experience starts here.

Apply Now