Experienced Full Stack Customer Service Representative – Lab Support (Monday to Friday, 10am - 7pm)

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our customers' expectations. As a key member of our Customer Service team, you'll play a vital role in providing top-notch support to our Lab customers, ensuring their needs are met and their concerns are resolved promptly and professionally.

Job Summary:

We're seeking an experienced and customer-focused Full Stack Customer Service Representative to join our team. As a Tier I representative, you'll be responsible for interacting with customers in relation to the manufacturing environment of the Lab, providing total support and resolving issues efficiently. If you're passionate about delivering exceptional customer experiences, have a strong background in customer service, and are proficient in using various software systems, we'd love to hear from you!

Key Responsibilities:

* Enter orders, redo's, and support order inquiries in the order entry system (Absolution system)

• Partner with customers to review and verify patient order history
• Communicate with sales and lab representatives to meet customer needs
• Listen to and resolve customer concerns about products and services, providing total customer care for key and strategic accounts
• Achieve a first call resolution to all customer concerns and inquiries
• Provide moderate problem resolution
• Make outbound calls for delayed jobs and open frame-to-come orders
• Provide shipping, tracking support, and resolution
• Answer inbound calls in a call center environment with the goal of customer satisfaction, customer retention, and increasing business
• In-depth knowledge of all products relative to customer needs
• Provide individualized customer service with high-quality and professional standards
• Meet or exceed all key performance metrics set by the department
• Report inconsistencies and inefficiencies, and escalate issues to the Resolution team and management
• Actively participate in team discussions, provide feedback to improve the work environment
• Exhibits effective communication skills and is empowered to make decisions for the customer
• Proactively engages the customer and creates an authentic, positive, and memorable customer experience

Supervisory Responsibilities:

None

Qualifications:

* High school diploma or equivalent

• Optical experience required (lab or retail)
• Requires PC proficiency in a Windows-based environment with the ability to use search tools, browsers, and email features
• Requires proficiency with MS Office applications (Excel, Word, Adobe)
• Able to answer inbound phone calls and respond to emails
• Able to make outbound calls, including Frame-To-Come and delayed job calls
• Able to execute and solve credit search, shipping/tracking requests, vision web validation, faxed orders, and moderate problem resolution
• Ability to adapt to change and unexpected demands of the business
• Excellent written and oral communication skills with the ability to convey information clearly and effectively
• Ability to resolve customer conflict issues in a tactful and professional manner
• Ability to multi-task and utilize multiple systems while performing on the job

Desired Qualifications:

* 2+ years of customer service experience

Physical Demands:

While performing the duties of this job, the employee is frequently required to sit, stand, walk, bend, and use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The employee must occasionally lift and/or move up to 25 pounds (safety/weight belt provided, if requested). Specific vision, peripheral vision, depth perception, and the ability to adjust focus are required.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment is a typical climate-controlled office environment, and the noise is usually moderate.

Compensation and Benefits:

The anticipated base pay range for this position is $16.00 to $18.00. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills, and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan. Employees and/or eligible dependents may be eligible to participate in the following arenaflex-sponsored employee benefit programs: medical, dental, vision, life insurance, group life insurance, voluntary supplemental life insurance, supplemental health benefits (critical illness, hospital, accident), short- and long-term disability, paid family leave (applicable states), 401k, tuition reimbursement, eyewear discounts.

Time Off Benefits:

US employees are eligible for the following time off benefits:

• Vacation and/or Sick time
• Holiday pay
• Birthday PTO

Equal Opportunity Employer:

arenaflex is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

How to Apply:

If you're passionate about delivering exceptional customer experiences and have the skills and qualifications we're looking for, please submit your application through our website. We can't wait to hear from you! Apply Now! Apply for this job