**Join arenaflex's Dynamic Customer Support Team and Take Your Career to New Heights!**
Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further! arenaflex is seeking an experienced Customer Support Representative – Non-technical to join our remote team in the Southeast or Central US. As a key member of our customer support team, you will play a vital role in ensuring our customers receive the highest level of service and support.
**About arenaflex**
arenaflex is a leading global supplier of innovative cleaning, disinfection, and sterilization solutions for Medical and Life Science. With over 40 years of experience and a team of 1,200 employees across 10 countries, we are committed to providing our customers with absolute confidence in sterile processing solutions. 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 in arenaflex**
As a Customer Support Representative – Non-technical, you will be an integral part of our field service operations team. Your primary responsibility will be to coordinate the Service group's field resources to deliver exceptional 5-Star customer service to all arenaflex customers. You will work closely with our field service technicians to ensure all service activities are accomplished per arenaflex's commitments to the customer.
**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 equipment
* Escalate more complex service and operational issues to second-level technical support
* Process 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
* 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 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
**Join Our Team and Take Your Career Further!**
As a full-time team member, you will be eligible for our excellent benefits package, including:
* Medical, dental, vision, life, and disability insurances
* 401(k) with a company match
* Paid time off
* And more!
**arenaflex is an Equal Opportunity Employer**
arenaflex provides equal employment opportunities to all employees and applicants for employment 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.
**Apply Now!**
If you are a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role.
Apply Now
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