Job Title: Customer Service Representative II at arenaflex
Job Description:
Join arenaflex's Dynamic Customer Service Team
Are you passionate about delivering exceptional customer experiences and making a meaningful impact in a fast-paced environment? Do you thrive in a collaborative setting where innovation and teamwork come together to drive success? If so, we invite you to explore the exciting opportunity to become a Customer Service Representative II at arenaflex. About arenaflex arenaflex is a leading organization that has been revolutionizing the way we approach customer service. Our commitment to excellence, integrity, and innovation has earned us a reputation as a trusted partner in the industry. With a strong focus on employee development and growth, we offer a dynamic work environment that fosters creativity, collaboration, and continuous learning. Work Schedule and Environmental Conditions Our standard work schedule is Monday through Friday, with hours of operation from 8:00 a.m. to 8:00 p.m. Eastern Standard Time. You will be required to work one late night per week once fully trained, and occasional voluntary and required overtime may be necessary. The work environment is office-based, providing a comfortable and productive space for you to excel in your role. How Will You Make an Impact? As a Customer Service Representative II at arenaflex, you will play a vital role in interacting with customers, sales associates, and internal/external contacts via inbound phone calls and emails. Your primary objective will be to provide exceptional customer service by addressing requests, resolving issues, and offering solutions to our valued customers. You will be responsible for:Key Responsibilities:
- Provide professional communication via phone and email to our customers and internal support teams.
- Use sales order entry system, website, and knowledge base resources to provide accurate and timely assistance with order placement and status inquiries (pricing, availability, order status, shipping details, billing questions, as well as returns and cancellations).
- Accountable for resolving customer complaints (first call resolution) and raises issues as appropriate.
- Answers product or service inquiries, troubleshoots, and supports our customers in facilitating communication for technical assistance as required.
- Works with other departments within arenaflex to find solutions for both internal and external customers.
- Attains established performance metrics including but not limited to: quality standards, after call work (ACW), average handle time (AHT), and follows-up on all actions in accordance with departmental standards. Achieves expected call and email productivity.
- Follows established service quality standards and meets order and inquiry processing time and maintains a high level of order accuracy.
- Stays abreast of new processes and initiatives within the company through training updates.
- Demonstrates arenaflex's 4-I values – Intensity, Integrity, Innovation, and Involvement.
Minimum Requirements/Qualifications:
- High school diploma or equivalent, college desirable.
- Demonstrate understanding of personal computer applications such as Microsoft Outlook, Word, Excel, and other programs.
- Two years of related customer service experience preferred.
- Prior experience working in Oracle JD Edwards Enterprise One Software and SAP Software preferred.
- Displays a customer service orientation.
- Excellent interpersonal skills/friendly, outgoing personality and enjoys assisting others.
- Demonstrates superior communication skills including probing, active listening, and written skills. Ability to exhibit patience and understanding to diffuse customer dissatisfaction.
- This position requires repetitive typing, considerable interaction on the telephone, and regular viewing of computer monitors.
- Proactive problem-solving and decision-making.
- Demonstrate judgment, tact, and subtlety in looking after customers as well as the ability to handle confidential and/or proprietary information.
- Demonstrates attention to detail and quality.
- Interpersonal time management and ability to multi-task in order to meet customer commitments in a fast-paced environment.
- Ability to learn and apply new information.
- Works independently and demonstrates resourcefulness.
Benefits:
- A choice of national medical and dental plans, and a national vision plan, including health incentive programs.
- Employee assistance and family support programs, including commuter benefits and tuition reimbursement.
- At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy.
- Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan.
- Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount.