At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our clients' expectations. As a leading global supplier of innovative cleaning, disinfection, and sterilization solutions for Medical and Life Science, we're committed to providing our customers with absolute confidence in sterile processing solutions. Our U.S. headquarters are located in Charleston, SC, a city consistently voted one of the best places to live and visit in the world.
We're seeking an experienced Customer Support Representative to join our team in a remote capacity, working from the comfort of your own home in the Southeast or Central US. As a key member of our field service operations team, you'll play a vital role in delivering 5-Star customer service to all arenaflex customers. If you possess exceptional customer service/administrative skills, reliable attendance, and a passion for learning and collaboration, we encourage you to apply!
**About the Role**
As a Customer Support Representative, you'll be responsible for coordinating the Service group's field resources to deliver exceptional customer service to all arenaflex customers. You'll be an integral part of the Service organization's conversion to an active dispatch strategy and assist in developing the processes to support it. Your tasks will include:
* Receiving and evaluating trouble calls from customers and field personnel via phone and email
* Providing first-level support to customers and field personnel by assisting with identification, evaluation, and possible resolution of service and operational issues with the equipment
* Escalating more complex service and operational issues to second-level technical support
* Processing 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
* Communicating pertinent service information and coordinating with Field Service Technicians to ensure all service activities are accomplished per arenaflex's commitments to the customer
* Scheduling, communicating, and updating customers regarding current requests for service & scheduled maintenance
* Managing customer expectations and commitments in a professional manner
* Maintaining the schedule (work, vacation, time off, etc.) for all Field Service Technicians
* Promptly escalating critical service issues to leadership in order to ensure proper resolution
**What You Need to Succeed**
To excel in this role, you'll need:
* A 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
**What We Offer**
As a full-time team member, you'll 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!
**Work Environment and Company Culture**
At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and collaborative. Our remote work setup allows you to work from the comfort of your own home, with a company laptop and resources provided. We're passionate about delivering exceptional customer experiences and are dedicated to helping our employees grow and develop their careers.
**Career Growth Opportunities and Learning Benefits**
We're committed to helping our employees grow and develop their careers. As a Customer Support Representative, you'll have opportunities to:
* Develop your customer service and administrative skills
* Learn about our products and services
* Collaborate with our field service operations team to deliver exceptional customer service
* Participate in training and development programs to enhance your skills and knowledge
* Take on new challenges and responsibilities as you grow and develop in your role
**Compensation and Perks**
We offer a competitive salary and benefits package, including:
* A salary range of $45,000 - $60,000 per year, depending on experience
* A comprehensive benefits package, including medical, dental, vision, life, and disability insurances
* 401(k) with a company match
* Paid time off
* And more!
**How to Apply**
If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply! Please submit your resume and a cover letter explaining why you're the ideal candidate for this role.
**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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Join Our Team!
At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our clients' expectations. As a leading global supplier of innovative cleaning, disinfection, and sterilization solutions for Medical and Life Science, we're committed to providing our customers with absolute confidence in sterile processing solutions.
About the Role
As a Customer Support Representative, you'll be responsible for coordinating the Service group's field resources to deliver exceptional customer service to all arenaflex customers. You'll be an integral part of the Service organization's conversion to an active dispatch strategy and assist in developing the processes to support it.
Key Responsibilities
- Receiving and evaluating trouble calls from customers and field personnel via phone and email
- Providing first-level support to customers and field personnel by assisting with identification, evaluation, and possible resolution of service and operational issues with the equipment
- Escalating more complex service and operational issues to second-level technical support
- Processing 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
- Communicating pertinent service information and coordinating with Field Service Technicians to ensure all service activities are accomplished per arenaflex's commitments to the customer
- Scheduling, communicating, and updating customers regarding current requests for service & scheduled maintenance
- Managing customer expectations and commitments in a professional manner
- Maintaining the schedule (work, vacation, time off, etc.) for all Field Service Technicians
- Promptly escalating critical service issues to leadership in order to ensure proper resolution
What You Need to Succeed
To excel in this role, you'll need:
- A 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
What We Offer
As a full-time team member, you'll 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!
Work Environment and Company Culture
At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and collaborative. Our remote work setup allows you to work from the comfort of your own home, with a company laptop and resources provided.
Career Growth Opportunities and Learning Benefits
We're committed to helping our employees grow and develop their careers. As a Customer Support Representative, you'll have opportunities to:
- Develop your customer service and administrative skills
- Learn about our products and services
- Collaborate with our field service operations team to deliver exceptional customer service
- Participate in training and development programs to enhance your skills and knowledge
- Take on new challenges and responsibilities as you grow and develop in your role
Compensation and Perks
We offer a competitive salary and benefits package, including:
- A salary range of $45,000 - $60,000 per year, depending on experience
- A comprehensive benefits package, including medical, dental, vision, life, and disability insurances
- 401(k) with a company match
- Paid time off
- And more!
How to Apply
If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply! Please submit your resume and a cover letter explaining why you're the ideal candidate for this role.
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.
Apply Now!
Resume submittals from individual recruiters or third-party recruiting agencies will not be considered for this opportunity at this time.
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