Experienced Customer Support Representative – Non-technical (Remote Southeast or Central US) in USA

Join arenaflex, a leading global supplier of innovative cleaning, disinfection, and sterilization solutions for Medical and Life Science, as a Customer Support Representative in our Remote Southeast or Central US team.

About arenaflex

arenaflex is one of the leading global suppliers of innovative cleaning, disinfection, and sterilization solutions for Medical and Life Science. With almost 1,200 employees in 10 countries, we have been working tirelessly for over 40 years to provide our customers with absolute confidence in sterile processing solutions. Our U.S. headquarters are located in Charleston, SC, which is consistently voted one of the best places to live and visit in the world.

Your Role

As a Customer Support Representative, you will be an integral part of our field service operations team, supporting our customers with exceptional 5-Star customer service. You will be responsible for coordinating the Service group's field resources to deliver an exceptional customer experience, assisting in the development of processes to support our active dispatch strategy, and providing first-level support to customers and field personnel.

Key Responsibilities

- Receive and evaluate trouble calls from customers and field personnel via phone and email - Provide first-level support to customers and field personnel by assisting with identification, evaluation, and possible resolution of service and operational issues with the equipment - Escalate more complex service and operational issues to second-level technical support - Process the dispatch in the system for calls requiring on-site support to resolve issues, including collecting equipment information, checking warranty and contract status, and providing a quote and collecting purchase order information from the customer for the service call - Communicate pertinent service information and coordinate with Field Service Technicians to ensure all service activities are accomplished per arenaflex's commitments to the customer - Schedule, communicate, and update customers regarding current requests for service and scheduled maintenance - Manage customer expectations and commitments in a professional manner - Maintain the schedule (work, vacation, time off, etc.) for all Field Service Technicians - Promptly escalate critical service issues to leadership in order to ensure proper resolution

What You Need to Succeed

- 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

- A company laptop and resources to work from home - A competitive salary and benefits package, including medical, dental, vision, life, and disability insurances, 401(k) with a company match, paid time off, and more! - Opportunities for career growth and professional development - A collaborative and supportive work environment - Recognition and rewards for outstanding performance

Work Environment and Company Culture

arenaflex is committed to providing a work environment that is inclusive, diverse, and supportive of all employees. We believe in fostering a culture of collaboration, innovation, and continuous learning. Our team members are passionate about delivering exceptional customer service and are dedicated to making a positive impact in the Medical and Life Science industries.

Compensation and Benefits

arenaflex offers a competitive salary and benefits package, including: - Medical, dental, vision, life, and disability insurances - 401(k) with a company match - Paid time off and holidays - Opportunities for career growth and professional development - Recognition and rewards for outstanding performance

How to Apply

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications.

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. Apply for this job