At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our clients' expectations. As a leading global supplier of innovative cleaning, disinfection, and sterilization solutions for Medical and Life Science, we're committed to providing 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.
We're seeking an experienced Customer Support Representative to join our team in a remote capacity. As a key member of our field service operations team, you'll play a vital role in delivering 5-Star customer service to all arenaflex customers. If you possess exceptional customer service/administrative skills, reliable attendance, and a passion for learning and collaboration, we encourage you to apply!
**About arenaflex**
arenaflex is a global leader in the Medical and Life Science industry, with a rich history spanning over 40 years. Our team of almost 1,200 employees across 10 countries is dedicated to providing innovative solutions that meet the evolving needs of our customers. We're proud of our commitment to excellence, quality, and customer satisfaction, and we're excited to welcome a talented individual like you to our team.
**Your Role and Responsibilities**
As a Customer Support Representative, you'll 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 the equipment
* Escalating more complex service and operational issues to second-level technical support
* Processing the dispatch in the system for calls requiring on-site support to resolve issues, including collecting equipment information, checking warranty and contract status, and, if required, providing a quote and collecting purchase order information from the customer for the service call
* 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 & 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**
To excel in this role, you'll need:
* A 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**
As a full-time team member, you'll be eligible for our excellent benefits package, which includes:
* Medical, dental, vision, life, and disability insurances
* 401(k) with a company match
* Paid time off
* And more!
**Our Commitment to Diversity and Inclusion**
arenaflex is an equal employment opportunity employer, and we prohibit 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.
**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 resume and a cover letter explaining why you're the ideal candidate for this role.
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