Experienced Customer Support Representative – Non-Technical (Remote Southeast or Central US) in arenaflex
Job Summary:
Join arenaflex, a leading global supplier of innovative cleaning, disinfection, and sterilization solutions for Medical and Life Science, as a Customer Support Representative – Non-Technical. As a key member of our remote team, you will play a vital role in delivering exceptional 5-Star customer service to our clients across the Southeast and Central US. With a passion for learning, collaboration, and customer satisfaction, you will be an integral part of our Service organization's conversion to an active dispatch strategy and contribute to the development of processes to support it.
About arenaflex:
arenaflex is a global leader in the Medical and Life Science industry, providing innovative solutions for cleaning, disinfection, and sterilization. With over 40 years of experience and a team of 1,200 employees across 10 countries, we have established ourselves as a trusted partner for our customers. Our U.S. headquarters are located in Charleston, SC, a city consistently voted one of the best places to live and visit in the world.
Your Role:
As a Customer Support Representative – Non-Technical, you will be responsible for:
- Receiving and evaluating trouble calls from customers and field personnel via phone and email
- Providing first-level support to customers and field personnel by assisting with identification, evaluation, and possible resolution of service and operational issues with equipment
- Escalating more complex service and operational issues to second-level technical support
- Processing 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
- Communicating pertinent service information and coordinating with Field Service Technicians to ensure all service activities are accomplished per arenaflex's commitments to the customer
- Scheduling, communicating, and updating customers regarding current requests for service and scheduled maintenance
- Managing customer expectations and commitments in a professional manner
- Maintaining the schedule (work, vacation, time off, etc.) for all Field Service Technicians
- Promptly escalating 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
- A chance to make a real difference in the lives of our customers and clients
Work Environment and Company Culture:
arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive. We believe in fostering a culture of collaboration, innovation, and customer satisfaction. Our remote team is dedicated to delivering exceptional service to our clients, and we are looking for like-minded individuals to join us.
How to Apply:
If you are a motivated and customer-focused individual with a passion for learning and collaboration, 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