Experienced Full Stack Customer Service Representative – B2C Support Specialist

At arenaflex, we're on a mission to revolutionize the way we interact with our customers, and we're looking for talented individuals like you to join our team! As an Associate Customer Service Representative, B2C, you'll have the opportunity to make a real impact by providing world-class customer delight during telephone interactions while troubleshooting, investigating, and resolving customer inquiries about arenaflex's plumbing products.

About arenaflex

arenaflex is a leading manufacturer of innovative plumbing products, and we're committed to helping people live gracious, healthy, and sustainable lives. With a strong culture of innovation and a diverse and inclusive workplace, we empower each associate to #BecomeMoreAtarenaflex with a competitive total rewards package, access to career growth and development opportunities, and a supportive environment that fosters creativity and collaboration.

Job Summary

As an Associate Customer Service Representative, B2C, you'll be responsible for assisting customers with arenaflex and Sterling plumbing product support, including installation and troubleshooting, pre-sale questions, and order placement. You'll be empowered to provide empathetic, courteous, and quality customer care in an accurate and timely manner, while maintaining a positive, problem-solving approach. Your goal is to provide world-class customer delight and drive success in your role.

Key Responsibilities

* 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 and Sterling products
• Technical proficiency: ability to navigate and manage multiple computer windows and software systems, including customer relationship management, order management, and arenaflex's website
• Effectively use arenaflex's Customer Care Center (3C) technology, including Salesforce CRM, arenaflex.com, SAP, Microsoft Teams, Outlook Email, Sharepoint, Verint Schedules, and Workbrain
• Gain knowledge of all arenaflex and Sterling products and the associated warranties
• 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 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
• Meet or exceed balanced scorecard metrics and maintain an acceptable attendance record

Skills and 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 in a remote environment with a separate confidential and distraction-free workspace
• Reliable internet 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.
• Less than full-time hours (32-34 hours/week) may be available after training, more hours will be required during peak season

Work Environment and Culture

* arenaflex is committed to creating a diverse and inclusive workplace where everyone feels valued and empowered to contribute

• Our culture is built on a strong foundation of innovation, creativity, and collaboration
• We offer a competitive total rewards package, including a comprehensive benefits program, paid time off, and opportunities for career growth and development
• Our team is passionate about making a difference in the lives of our customers and communities, and we're looking for like-minded individuals to join us on this journey

Compensation and Benefits

* Competitive salary reflecting our commitment to attracting the best talent

• $500 sign-on bonus
• Comprehensive benefits program, including medical, dental, and vision insurance
• Paid time off and holidays
• Opportunities for career growth and development
• A supportive and inclusive work environment

How to Apply

If you're a motivated and customer-focused individual who is passionate about making a difference, we encourage you to apply! Even if you feel you're not a perfect match, we'd still love to hear from you. We're looking for great people to join our friendly team, and we're excited to learn more about your skills and experience. Apply to this job Apply for this job