At arenaflex, we're committed to providing unparalleled customer support that sets us apart from the rest. As a Customer Support Specialist II, you'll be the primary point of contact for our valued clients, ensuring their needs are met, and their expectations are exceeded. If you're passionate about delivering exceptional client experiences, possess a knack for troubleshooting, and thrive in a fast-paced environment, we want to hear from you.
**About arenaflex**
arenaflex is a leading provider of innovative solutions, dedicated to empowering our clients to achieve their goals. Our team is comprised of passionate individuals who share a common vision: to deliver outstanding customer support that sets the standard for excellence. As a Customer Support Specialist II at arenaflex, you'll be part of a dynamic team that's committed to making a difference in the lives of our clients.
**Key Responsibilities**
As a Customer Support Specialist II, you'll be responsible for:
* Proactively managing an allocated client portfolio to guarantee an exceptional customer experience
* Establishing and nurturing client relationships through regular check-ins and profile analysis
* Ensuring a complete client onboarding process in VivoPoint, including user setup, notification preferences, preliminary training, and confirmation of system installations
* Responding promptly and accurately to customer inquiries via phone, email, or chat channels
* Identifying and addressing customer needs, guiding them in utilizing specific product features effectively
* Effectively guiding clients and team members through basic to intermediate troubleshooting procedures; accepting and responding to escalated calls from Customer Support Specialist I
* Conducting comprehensive analysis to detect and report product malfunctions, including testing various scenarios or simulating user experiences
* Creating, maintaining, and updating internal databases with relevant customer information as required
* Proactively performing simple analysis on client data to look for trends and provide training, recommendations, and solutions
* Exporting client data from VivoPoint to external programs to present to management and/or clients as needed
* Collaborating with team members by sharing feature requests and suggesting effective workarounds for common to advanced issues
* Proactively informing customers about new product features and functionalities, ensuring they stay updated
* Following up with customers to confirm resolution of their issues and satisfaction with provided solutions
* Serving as a liaison between the customer support team, management, and clients to enhance service quality and boost business productivity
* Coordinating with the Account Management team to guarantee the satisfaction of our current clients with our products and services
* Collaborating with the Channel Partner department to schedule repairs and warranty work efficiently
* Participating in internal meetings to discuss client status and trends and to brainstorm ideas on how to improve the client experience
* Additional tasks as assigned by management
**Requirements**
To succeed as a Customer Support Specialist II at arenaflex, you'll need:
* Comprehensive knowledge of CRM systems and their functionality
* Exceptional knowledge of VivoPoint systems and its functionality
* Proficiency in utilizing computer systems and adeptness at navigating various software programs efficiently
* Proficiency in analyzing client data to derive insights and make informed decisions
* Outstanding customer service skills, encompassing expertise in de-escalation techniques to effectively manage and resolve customer concerns
* Ability to navigate through software applications to effectively guide clients and team members through basic to intermediate troubleshooting procedures
* Exceptional communication skills, both written and verbal, to effectively interact with clients and team members
* Strong problem-solving abilities, with a demonstrated capacity to exhibit patience when addressing challenging cases
* Strong organizational abilities, enabling effective time management and successful multitasking
* Detail-oriented approach with a commitment to maintaining accurate records and documentation
* Demonstrated adaptability and the ability to thrive in a dynamic and fast-paced work environment, responding adeptly to changing priorities and customer needs
* Collaborative mindset to contribute to cross-functional teams and achieve common goals
* Highly self-motivated and passionately driven to achieve professional success
* Ability to move, lift, carry, and push objects weighing up to 25 lbs on an occasional basis
* Willingness and availability to work on weekends and holidays as required
**Supervisory Responsibilities**
As a Customer Support Specialist II, you'll be working independently, with minimal supervision.
**Education and/or Experience**
To be considered for this role, you'll need:
* Experience as a Customer Support Specialist I or similar customer service role required
* Pool industry experience required, preferably in equipment troubleshooting and diagnosis, replacement, etc.
* Must obtain CPO license within the first 30 days in position
* Experience using help desk software and remote support tools preferred
* Experience using computer software programs required; experience with GSuite and/or MS Office preferred
* Experience using CRM systems required; experience with HubSpot and NetSuite is preferred but not required
* Must be able to effectively communicate in English. Ability to communicate in a second language is a plus
**What We Offer**
As a Customer Support Specialist II at arenaflex, you'll enjoy:
* Competitive hourly rate: $21-$25 per hour
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Comprehensive benefits package, including medical, dental, and vision coverage
* Generous paid time off and holidays
* Access to cutting-edge technology and tools
* Professional development opportunities, including training and certification programs
**How to Apply**
If you're passionate about delivering exceptional client experiences and possess the skills and qualifications outlined above, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!
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