At arenaflex, we're dedicated to providing innovative solutions that transform the way people live and work. As a leading provider of cutting-edge hearing care solutions, we're seeking a highly motivated and customer-focused Customer Support Specialist to join our team. If you're passionate about delivering exceptional service and have a knack for problem-solving, we want to hear from you.
**About arenaflex**
arenaflex is a forward-thinking organization that's committed to making a positive impact on people's lives. Our innovative products and services are designed to empower individuals to live their best lives, and we're constantly pushing the boundaries of what's possible. As a Customer Support Specialist at arenaflex, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences.
**Responsibilities**
As a Customer Support Specialist at arenaflex, you'll play a critical role in providing top-notch support to our customers through various mediums, including phone, email, and chat. Your primary responsibilities will include:
* Serving customers with a high level of professionalism and empathy, resolving issues, and providing solutions to their problems
* Maintaining a high inbound call answer rate, with an average of 75-80 calls per day
* Resolving complex problems by clarifying issues, researching, and exploring alternative solutions
* Redirecting specialized concerns to the appropriate team for follow-up when necessary
* Investigating and resolving problems related to product shipments, returns, credits, and orders
* Communicating company policies and pricing to customers
* Performing day-to-day responsibilities, including:
+ Answering a high volume of inbound calls on a daily basis (60+)
+ Assisting with billing questions, pricing, and warranty inquiries
+ Assisting with order status and tracking inquiries
+ Assisting with backorder management for sales territory
+ Assisting with web services
+ Assisting with case management for sales territory
+ Assisting with customer account and contact maintenance for sales territory
+ Handling customer complaints with a sense of urgency and seeing through to a satisfactory resolution
+ Working cross-functionally to ensure an effortless customer experience
**Qualifications**
To be successful in this role, you'll need to possess the following qualifications:
* Minimum 2 years' B2B Customer Service or minimum 3 years' B2C Customer Service experience
* Manufacturing experience is a plus
* Must have 2 years' SAP experience
* Effective written and verbal communication skills
* Ability to adapt to a variety of situations
* Strong typing proficiency and computer skills
* Intermediate skills with Microsoft Applications, including Excel, Outlook, Teams, Word, and PowerPoint as well as web interface
**Benefits**
As a valued member of the arenaflex team, you'll enjoy a comprehensive benefits package that includes:
* Medical, dental, and vision coverage
* Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
* TeleHealth options
* 401k plan with company match
* Company-paid life/AD&D insurance
* Additional supplemental life/AD&D coverage available
* Company-paid Short/Long-Term Disability coverage (STD/LTD)
* STD LTD Buy-ups available
* Accident/Hospital Indemnity coverage
* Legal/ID Theft Assistance
* PTO, floating Diversity Day, and paid holidays
* Paid parental bonding leave
* Employee Assistance Program (24/7 mental health support hotline, 5 company-paid counseling sessions and more)
* Robust Internal Career Growth opportunities
* Tuition reimbursement
* Hearing aid discount for employees and family
* Internal social recognition platform
* D&I focused: D&I council and employee resource groups
* Plan rules/offerings dependent upon group Company/location
**Pay Range**
The hourly pay range for this position is $20-$26 per hour.
**Why Join arenaflex?**
At arenaflex, we're committed to creating a workplace that's inclusive, supportive, and empowering. We believe that our employees are our greatest asset, and we're dedicated to providing them with the tools, resources, and opportunities they need to succeed. If you're passionate about delivering exceptional customer experiences and want to be part of a dynamic team that's making a real difference, we want to hear from you.
**How to Apply**
If you're ready to take the next step in your career and join a team that's passionate about delivering exceptional customer experiences, apply now. We can't wait to hear from you!