**Join arenaflex, a leading global supplier of innovative cleaning, disinfection, and sterilization solutions for Medical and Life Science, as a Customer Support Representative – Non-technical (Remote Southeast or Central US).**
**About arenaflex**
arenaflex is one of the leading global suppliers of innovative cleaning, disinfection, and sterilization solutions for Medical and Life Science. With almost 1,200 employees in 10 countries, we have been working tirelessly for over 40 years to provide our customers with absolute confidence in sterile processing solutions. Our U.S. headquarters are located in Charleston, SC, which is consistently voted one of the best places to live and visit in the world.
**Your Role in arenaflex**
As a Customer Support Representative – Non-technical (Remote Southeast or Central US), you will be an integral part of the field service operations team, supporting the Service group's field resources to deliver exceptional 5-Star customer service to all arenaflex customers. You will be responsible for coordinating the Service group's field resources, developing processes to support an active dispatch strategy, and providing first-level support to customers and field personnel.
**Key Responsibilities**
- Receives and evaluates trouble calls from customers and field personnel via phone and email
- Provides first-level support to customers and field personnel by assisting with identification, evaluation, and possible resolution of service and operational issues with the equipment
- Escalates more complex service and operational issues to second-level technical support
- Processes the dispatch in the system for calls requiring on-site support to resolve issues, including collecting equipment information, checking warranty and contract status, and, if required, providing a quote and collecting purchase order information from the customer for the service call
- Communicates pertinent service information and coordinates with Field Service Technicians to ensure all service activities are accomplished per arenaflex's commitments to the customer
- Schedules, communicates, and updates customers regarding current requests for service & scheduled maintenance
- Manages customer expectations and commitments in a professional manner
- Maintains the schedule (work, vacation, time off, etc.) for all Field Service Technicians
- Promptly escalates critical service issues to leadership in order to ensure proper resolution
**What You Need to Succeed**
- High school diploma or equivalent
- 1-2 years of experience providing customer service in a business-to-business and/or field service environment
- Basic web-based program knowledge, with the ability to read and identify equipment status and apply the correct processes to resolve issues
- Proficiency with MS Office and database applications
- Demonstrated success working in a cohesive, collaborative, and supportive small team to achieve shared goals
- Creative, innovative, and flexible, with the ability to work in a matrixed environment
- Excellent communication skills both written and verbal with a strong focus on customer service
- Strong analytical/problem-solving and active listening/comprehension skills
- Strong planning, scheduling, and organizational skills
- Willing and able to periodically rotate to a later shift (11:00am - 8:00pm Eastern) that includes on-call technical support and dispatch coverage during nights, weekends, and holidays
**Benefits and Career Growth Opportunities**
As a full-time team member, you will be eligible for our excellent benefits package, including medical, dental, vision, life, and disability insurances, 401(k) with a company match, paid time off, and more! arenaflex is committed to providing a supportive and inclusive work environment, where you can grow and develop your skills and career.
**Work Environment and Company Culture**
arenaflex is a dynamic and innovative company that values collaboration, creativity, and customer satisfaction. Our remote work environment allows you to work from the comfort of your own home, while still being part of a close-knit team. We prioritize work-life balance, flexibility, and employee well-being, and offer a range of benefits and perks to support your overall health and happiness.
**Compensation and Perks**
arenaflex offers a competitive salary and benefits package, as well as a range of perks and incentives to recognize and reward your hard work and dedication. We are committed to providing a fair and equitable compensation structure, and offer a range of benefits and perks to support your financial well-being.
**How to Apply**
If you are a motivated and customer-focused individual with a passion for learning and collaboration, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, sex (including pregnancy, gender identity or expression, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit based factors. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
**Note**
Resume submittals from individual recruiters or third-party recruiting agencies will not be considered for this opportunity at this time.
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