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 team in the United States. As a key member of our customer support team, you will play a vital role in providing top-notch service to our customers, ensuring their satisfaction, and driving business growth.
**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 presence in 10 countries, we have established ourselves as a trusted partner for healthcare professionals and life science organizations worldwide. 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 at arenaflex**
As a Customer Support Representative - Non-Technical, you will be responsible for providing exceptional customer service to our clients, ensuring their needs are met, and resolving any issues that may arise. Your primary focus will be on coordinating the Service group's field resources to deliver a 5-Star customer experience. You will work closely with our field service operations team to develop processes and implement an active dispatch strategy, driving efficiency and effectiveness.
**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
**Why Join arenaflex?**
* Competitive salary reflecting your skills and experience
* Hybrid work model, combining remote work with time in our office
* Opportunity to work with a leading global supplier of innovative cleaning, disinfection, and sterilization solutions
* Collaborative and supportive team environment
* Excellent benefits package, including medical, dental, vision, life, and disability insurances, 401(k) with a company match, paid time off, and more!
* Career growth opportunities and learning benefits
* Chance to make a real impact on our customers' experiences and drive business growth
**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.
**How to Apply**
If you're a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Don't worry if you don't meet every single requirement; we value a great attitude and a willingness to learn above all. Submit your application today and take the first step towards a rewarding career at arenaflex!