Experienced Full Stack Customer Service Representative – B2C Support & Product Expertise
At arenaflex, we're on a mission to empower our customers to live gracious, healthy, and sustainable lives. As a key member of our Customer Service team, you'll play a vital role in delivering world-class support and expertise to our customers, helping them navigate our products and services with confidence. If you're passionate about customer satisfaction, have a knack for problem-solving, and thrive in a dynamic, fast-paced environment, we want to hear from you!
About arenaflex
arenaflex is a global leader in the plumbing and kitchen products industry, with a rich history of innovation and a commitment to excellence. Our team of over 30,000 bold leaders across the globe is dedicated to driving meaningful change and making a positive impact on our customers' lives. We're proud to offer a diverse and inclusive workplace, a strong culture of innovation, and a competitive total rewards package to support your health and wellbeing.
Job Summary
As an Associate Customer Service Representative (ACSR), you'll be responsible for providing exceptional customer support and expertise to our customers, addressing their inquiries, and resolving issues related to our Kohler and Sterling plumbing products. You'll be empowered to make a positive impact on our customers' lives, while working in a dynamic, fast-paced environment that values innovation, teamwork, and customer satisfaction.
Key Responsibilities
* Answer inbound customer inquiries via phone calls, performing diagnosis of products and taking appropriate action to resolve issues
- 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 Kohler and Sterling products
- Technical proficiency: ability to navigate and manage multiple computer windows and software systems, including Customer relationship management, order management, and us.kohler.com website
- Effectively use Customer Care Center (3C) technology, including Salesforce CRM, kohler.com, SAP, Microsoft Teams, Outlook Email, Sharepoint, Verint Schedules, and Workbrain
- Gain knowledge of all Kohler and Sterling 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 Kohler and Sterling 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
Skills & Requirements
* High school diploma or GED required, 2-4-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
- Ability to work from home with a separate confidential and distraction-free workspace
- Wired ethernet connection with a minimum 10mbps service
- Ability to work during assigned shift time Monday-Friday between the hours of 8:00 a.m. and 5:00 p.m.
- Part-time hours are 34-36 hours/week after training, more will be required during peak season
Work Environment & Culture
* Work from home with a separate confidential and distraction-free workspace
- Wired ethernet connection with a minimum 10mbps service
- Ability to work during assigned shift time Monday-Friday between the hours of 8:00 a.m. and 5:00 p.m.
- Part-time hours are 34-36 hours/week after training, more will be required during peak season
- arenaflex is committed to creating a diverse and inclusive workplace, where everyone feels valued and empowered to contribute their best work
Compensation & Benefits
* Hourly range: $20.00 - 21.00
- Available benefits include medical, dental, vision, and 401k
- Competitive total rewards package to support your health and wellbeing
- Access to career growth and development opportunities
- A diverse and inclusive workplace
- A strong culture of innovation
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
- A strong culture of innovation
- With over 30,000 bold leaders across the globe, we're driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives
How to Apply
If you're passionate about customer satisfaction, have a knack for problem-solving, and thrive in a dynamic, fast-paced environment, we want to hear from you! Apply now to become a part of our team and start making a positive impact on our customers' lives. Apply for this job