Experienced Senior Customer Service Associate - Commercial Support at arenaflex

At arenaflex, we're a global leader in providing innovative, sustainable building and cold chain solutions that make a difference in people's lives and the planet. Our diverse workforce is passionate about delivering exceptional services that revolutionize industry trends and make modern life possible. We're excited to join forces with talented individuals who share our vision and values.

About arenaflex

arenaflex is a world-class organization with business segments covering HVAC, refrigeration, and fire and security. Our mission is to deliver safer, smarter, and more sustainable services that make a difference to people and our planet. We're committed to creating a work environment that fosters innovation, collaboration, and growth. Join us, and together, we can make a difference.

Job Description

We're seeking an experienced Senior Customer Service Associate - Commercial Support to join our high-volume, fast-paced call-center team. As a key member of our Customer Care Center, you'll play a vital role in supporting our customers via telephone and written customer service. Your primary focus will be on delivering exceptional quality services to our VIP customers, ensuring SLA expectations are met, and building strong business relationships.

Key Responsibilities:

* Provide exceptional customer support to VIP customers, including pre-delivery and post-sale customer service support (parts selection, ordering, expediting, pricing, and availability)

• Service high-profile customers via telephone and email, ensuring SLA expectations are achieved and exceptional quality services are delivered
• Adaptability and flexibility with 1st, 2nd, & 3rd shifts, including weekends, depending on business demands with a scheduled rotation
• Primary support and backup for commercial cases received
• Work closely with internal teams to resolve complex issues
• Escalate to management customer-facing issues, identify trends, areas for improvement, and opportunities for optimization to enhance client satisfaction and operational efficiency
• Build strong business relationships and drive market growth in the commercial business sector

Essential Qualifications:

* High School Diploma or GED

• 3+ years of experience in a customer service role, with a strong emphasis on delivering exceptional client support
• 3+ years of using a range of software applications and tools, including but not limited to Outlook, Microsoft Office, and other industry-specific platforms

Preferred Qualifications:

* Self-starter and well-organized to multi-task and prioritize work

• Strong customer focus and technical aptitude; sense of urgency; strong organizational skills
• Basic knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools; Salesforce experience is a plus
• Working knowledge of SAP, Salesforce, PIC, and Windchill systems is desired
• A background in Residential, Light and Heavy Commercial HVAC applications, products, and systems is desired
• Strong ability to work with diverse, cross-functional project teams to achieve high levels of performance in a dynamic, changing environment
• Meet customer experience quality metrics
• Actively participate in departmental Carrier Excellence initiatives
• Strong written and oral communication skills
• Proficient in MS Office (specifically Word, PowerPoint, and Excel)
• Strong analytical skills, accuracy, and attention to detail are necessary
• Ability to handle multiple tasks, creative problem-solving skills

Work Environment and Company Culture:

At arenaflex, we're committed to creating a work environment that fosters innovation, collaboration, and growth. Our diverse workforce is passionate about delivering exceptional services that make a difference in people's lives and the planet. We offer a dynamic, fast-paced work environment with opportunities for career growth and development.

Compensation and Benefits:

We offer a competitive salary range of $61,213 - $107,122 Annually, depending on experience. arenaflex is an Equal Opportunity/Affirmative Action Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, age, or any other federally protected class.

How to Apply:

If you're a motivated and customer-focused individual who is passionate about delivering exceptional services, we encourage you to apply for this exciting opportunity. Click on the link below to submit your application. Apply Job!

Job Applicant's Privacy Notice:

Click on this link to read the Job Applicant's Privacy Notice. We're excited to join forces with talented individuals who share our vision and values. Apply now and take the first step towards a rewarding career at arenaflex! Apply for this job