Customer Support Specialist | Hybrid | 10:30am

At arenaflex, we're on a mission to revolutionize the way we interact with our customers, and we're looking for a talented Customer Support Specialist to join our team. As a key player in our Customer Success infrastructure, you'll play a crucial role in delivering exceptional service to our customers, ensuring their satisfaction, and driving operational efficiency.

About arenaflex

arenaflex is a leading provider of innovative hearing care solutions, dedicated to empowering individuals to live their best lives. Our team is passionate about making a difference in the lives of our customers, and we're committed to creating a culture that values collaboration, innovation, and customer-centricity. With a strong focus on employee growth and development, we offer a dynamic and supportive work environment that fosters creativity, learning, and fun.

Responsibilities

As a Customer Support Specialist at arenaflex, you'll be responsible for:

• Serving customers via phone, email, mail, and/or fax by determining their requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client databases, and customer profiles.
• Maintaining a high inbound call answer rate (75-80 calls a day average) to ensure timely and effective support to our customers.
• Resolving problems by clarifying issues, researching and exploring alternative solutions, implementing solutions, and escalating unresolved problems when applicable.
• Redirecting complex or specialized concerns to the appropriate team for follow-up (e.g., Audiology inquiries, technical product support).
• Investigating and resolving problems related to the shipment of products, returns, credits, and orders.
• Communicating company policies and pricing per price and policy guide.
• Assisting with billing questions, pricing, and warranty inquiries.
• Assisting with order status and tracking inquiries.
• Assisting with backorder management for sales territory.
• Assisting with web services and case management for sales territory.
• Handling customer complaints with urgency and ensuring satisfactory resolution.
• Working cross-functionally to ensure an effortless customer experience.
• Consistently meeting stated KPIs and complying with all local, state, and federal laws and regulations.

Requirements

To be successful in this role, you'll need:

• Minimum 2 years' B2B Customer Service experience or minimum 3 years' B2C Customer Service experience.
• Manufacturing experience is a plus.
• SAP experience is a plus.
• Order management experience.
• Effective written and verbal communication skills.
• Ability to adapt to a variety of situations.
• Strong typing proficiency and computer skills.
• Intermediate skills with Microsoft Applications, including Excel, Outlook, Teams, Word, and PowerPoint.

Nice-to-haves

* Willingness to learn and adapt to new challenges.

• Experience with customer relationship management (CRM) software.
• Familiarity with hearing care solutions or related industries.

Benefits

As a valued member of our team, you'll enjoy a comprehensive benefits package, including:

• Medical, dental, and vision coverage.
• Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts.
• TeleHealth options.
• 401k plan with company match.
• Company-paid life/AD&D insurance.
• Additional supplemental life/AD&D coverage available.
• Company-paid Short/Long-Term Disability coverage (STD/LTD).
• Accident/Hospital Indemnity coverage.
• Legal/ID Theft Assistance.
• PTO, floating Diversity Day, and paid holidays.
• Paid parental bonding leave.
• Employee Assistance Program (24/7 mental health support hotline, 5 company-paid counseling sessions, and more).
• Robust internal career growth opportunities.
• Tuition reimbursement.
• Hearing aid discount for employees and family.
• Internal social recognition platform.

Why join arenaflex?

At arenaflex, we're passionate about creating a culture that values collaboration, innovation, and customer-centricity. We believe in empowering our employees to grow and develop their skills, and we offer a dynamic and supportive work environment that fosters creativity, learning, and fun. If you're looking for a challenging and rewarding role that offers opportunities for growth and development, we encourage you to apply.

How to apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Apply Job! Apply for this job