Experienced Full Stack Customer Service Representative – B2C Support and Sales
We are currently seeking a highly skilled and motivated Associate Customer Service Representative, B2C - Remote Within 150 Miles Of Kohler, WI to join our innovative arenaflex team. This role offers the perfect blend of customer service and sales expertise, with a compensation package starting at a competitive salary. As an arenaflex Associate Customer Service Representative, you will have the opportunity to assist customers with arenaflex and Sterling plumbing product support, including installation and troubleshooting, pre-sale questions, and order placement.
About arenaflex
arenaflex is a leading global manufacturer of innovative plumbing products, dedicated to helping people live gracious, healthy, and sustainable lives. With a strong culture of innovation and a commitment to excellence, we empower our associates to #BecomeMoreAtarenaflex through a competitive total rewards package, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation.
Opportunity
As an Associate Customer Service Representative, you will have the opportunity to:
- Assist customers with arenaflex and Sterling plumbing product support, including installation and troubleshooting, pre-sale questions, and order placement
- Provide world-class customer delight during telephone interactions while troubleshooting, investigating, and resolving customer inquiries about arenaflex and Sterling products
- Empathize, communicate, and problem-solve with customers in a positive and courteous manner
- Maintain a high level of technical proficiency in navigating and managing multiple computer windows and software systems, including Customer relationship management, order management, and arenaflex.com website
- Gain knowledge of all arenaflex and Sterling products and the associated warranties associated
- Read and understand technical publications, diagrams, and specification documents
- Track orders, provide availability, and other shipping information
- Upsell arenaflex and Sterling products and accessories as appropriate
- Assist with implementing procedures to maximize up-time and phone coverage
- Track trends in product variations and report to engineering and quality as appropriate
- Participate in department initiatives as needed
- Meet or exceed balanced scorecard metrics & maintain acceptable attendance record
Specific Responsibilities
* Primary duty is to answer inbound customer inquiries via phone calls by performing diagnosis of products and taking appropriate action
- Perform advanced troubleshooting and advise specification guidelines with plumbers, designers, and retail, wholesale, and showroom personnel
- Walk customer and trade professionals through step-by-step installation and/or repair of arenaflex and Sterling products
- Technical proficiency: ability to navigate and manage multiple computer windows and software systems: Customer relationship management, order management, and arenaflex.com website
- Effectively use Customer Care Center (3C) technology (i.e., Salesforce CRM, arenaflex.com, SAP, Microsoft Teams, Outlook Email, Sharepoint, Verint Schedules, and Workbrain) and all other tools/resources available, including technical literature and price books
- Excellent interpersonal and communication skills
Skills/Requirements
* High school diploma or GED required, 24-year degree preferred
- 1+ years of customer service experience desired
- Previous computer experience is necessary to be successful in this position
- Experience in a call center environment preferred
- Completion of internal Brand Ambassador Program required
Work from Home Requirements
* The associate is responsible for paying their own internet expenses and must have a hard-wired internet service via cable, fiber, or DSL with a minimum 10mbps service
- Wired ethernet connection that meets upload and download speed requirements as noted above
- Cannot be Wi-Fi, dial up, satellite or cellular internet
- Have a separate confidential and distraction-free workspace with no background noises
- Freedom from other responsibilities, you must be focused on delivering a world-class service experience
- Required to work during their assigned shift time Monday-Friday between the hours of 8:00 a.m. and 5:00 p.m. Break and lunch times will be scheduled
- Less than full-time hours are 32-34 hours/week may be available after training, more hours will be required during peak season
Why Choose arenaflex?
We empower each associate to #BecomeMoreAtarenaflex with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we're driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.
About Us
It is arenaflex's policy to recruit, hire, and promote qualified applicants without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact [email protected]. arenaflex Co. is an equal opportunity/affirmative action employer.
Are You the One We're Looking For?
If you believe you have what it takes, submit your application without delay. We are keen to hear from talented candidates like you. Apply To This Job Apply for this job