Experienced Customer Support Analyst – Fulfillment Support Team – arenaflex Tennessee

At arenaflex, we're revolutionizing the customer support experience by empowering our team members to deliver exceptional service and support to our valued customers. As a key member of our Fulfillment Support team, you'll play a vital role in providing top-notch technical support and training to customers via multiple channels, including phone, email, chat, and online forums. If you're a customer-centric individual with a passion for problem-solving and a knack for multitasking, we encourage you to apply for this exciting opportunity to join our dynamic team in Tennessee.

About arenaflex

arenaflex is a leading provider of innovative solutions and services that cater to the evolving needs of our customers. With a strong commitment to excellence and customer satisfaction, we strive to create a work environment that fosters growth, collaboration, and innovation. Our team members are the backbone of our organization, and we're dedicated to providing them with the tools, training, and support they need to excel in their roles.

Job Summary

As a Customer Support Analyst on our Fulfillment Support team, you'll be responsible for providing exceptional customer service and support via multiple channels. You'll work closely with customers to resolve issues, provide training, and introduce them to new products and services. Your primary goal will be to ensure customer satisfaction, productivity, and quality measurement processes are met.

Responsibilities

* Work as part of the Fulfillment Support team, providing technical support and training to customers via phone, email, chat, and online forums during assigned working hours

• Answer, evaluate, and prioritize requests from customers having questions or experiencing problems with arenaflex services and Electronic Data Exchange (EDI)
• Facilitate problem recognition, research, isolation, resolution, and follow-up for customer problems; referring and escalating the most complex problems to appropriate staff and departments when necessary
• Log and track customer interactions using a problem management database
• Respond to and resolve open issues in an appropriate timeframe and maintain historical records and related documentation
• Introduce customers to new products and services
• Access company and client resources provided to accurately handle the call
• Successfully find resources by using problem-solving skills
• Be able to multitask handling inbound customer service calls, the billing system, and a live chat platform
• Return customer voice mails and assist customers with billing department questions
• Request replacements, returns, and credits on behalf of customers using client systems and working with clients directly
• Good grammar is a plus as you will be communicating via an online chat platform
• Actively participate in efforts to support customer satisfaction and maintain quality
• Skillfully change from one task to another without loss of efficiency or composure
• Be available at your desk, maintaining punctuality and attendance at all scheduled times
• Remain positive and professional in all customer interactions
• Available to work off-peak hours, which includes some evening and weekend shift work (advance notice will be provided)

Key Skills & Competencies

* Customer Focus: makes customers and their needs a primary focus of one's actions; shows interest in and understanding of the needs and expectations of internal and external customers; meets or exceeds customer expectations

• Teamwork: participates as an active and contributing member of a team to achieve team goals; works cooperatively with other team members, involves others, shares information as appropriate, and shares credit for team accomplishments
• Flexibility/Adaptability: openness to different ways of doing things; willingness to modify one's preferred way of doing things
• Communication: helps customers understand and retain the message, and invites response and feedback; keeps others informed as appropriate; demonstrates good written, oral, and listening skills
• Technical Capacity: demonstrates ability to use technology effectively and productively; continually updates skills and knowledge; addresses problems as they arise or seeks help as appropriate
• Planning & Organizing: organizes work and sets priorities; determines necessary sequence of activities needed to achieve goals
• Continuous Learning: is committed to developing professionally, focuses on team methodologies, takes advantage of a variety of opportunities

Qualifications

* Bachelor's degree or equivalent education and experience

• Ability/aptitude to understand and work effectively with technical data and processes
• Strong analytics and problem-solving skills
• Proven organizational skills with the ability to effectively manage multiple projects
• Excellent customer service experience or technical/help desk experience a plus
• 1 year of customer service or customer support experience
• 1 year of previous call center or office background experience required
• Previous remote work from home experience a plus
• Type 35 words per minute accurately
• Strong phone and verbal communication skills along with active listening
• Must be able to speak, read, write, and understand English
• A background check applicable with state and federal laws is required

Equipment and Software Requirements

* Processor: Intel Core i5 5200 Series or greater

• Memory: 8GB on Windows 8.1 / 10 64 bits
• Screen Resolution: 1280x768 or higher, dual monitors required
• USB headset
• No Chromebooks, netbooks, or any type of tablet (Must be a laptop or a desktop)
• Up-to-date antivirus software must be installed on the platform and a recent scan completed (Will be checked prior to allowing login to system)
• Firewall must be enabled (Will be checked prior to allowing login to system)

Work Environment and Company Culture

* Work-at-home opportunity for individuals living in the state of Tennessee

• Bring Your Own Device (BYOD) or equipment provided option
• Flexible work schedule, including off-peak hours and some evening and weekend shift work
• Collaborative and dynamic work environment
• Opportunities for growth and professional development
• Recognition and rewards for outstanding performance

Compensation and Benefits

* Starting pay: $14/hr plus shift differential (extra $1/hr nights & wkds) and possible increase after 90 days pending attendance and performance

• Paid Training: typically 5 weeks in length from 8:00am-5:00pm Mon-Fri (CST)
• Full-time status with 40 hours per week
• Benefit eligibility after 60 days
• Opportunities for career advancement and professional growth

How to Apply

If you're a motivated and customer-focused individual with a passion for problem-solving and a knack for multitasking, we encourage you to apply for this exciting opportunity to join our dynamic team at arenaflex in Tennessee. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job