**Join arenaflex's dynamic team and become a key player in delivering exceptional customer experiences that drive business growth and customer satisfaction.**
As a Customer Support Specialist at arenaflex, you will play a vital role in supporting the company's sales efforts by providing top-notch service to customers through various communication channels. This position is an integral part of the Customer Success infrastructure, ensuring a high level of customer satisfaction and operational efficiency while handling a significant volume of inquiries and issues related to hearing care solutions.
**About arenaflex**
arenaflex is a leading provider of innovative hearing care solutions, dedicated to empowering individuals to live their best lives. With a strong commitment to customer satisfaction and employee growth, arenaflex offers a dynamic work environment that fosters collaboration, innovation, and continuous learning. As a Customer Support Specialist, you will be part of a talented team that is passionate about delivering exceptional customer experiences and driving business success.
**Responsibilities**
As a Customer Support Specialist at arenaflex, your key responsibilities will include:
* **Serve customers via phone, fax, mail, and/or email**: Determine customer requirements, answer inquiries, resolve problems, fulfill requests, maintain client database, and customer profiles.
* **Maintain a high inbound call answer rate**: Average 75-80 calls per day, ensuring timely and effective communication with customers.
* **Resolve problems**: Clarify issues, research and explore alternative solutions, implement solutions, and escalate unresolved problems when applicable.
* **Redirect complex or specialized concerns**: Refer complex or specialized concerns to the appropriate team for follow-up, such as Audiology inquiries or technical product support.
* **Investigate and resolve problems**: Related to the shipment of products, returns, credits, and orders.
* **Communicate company policies and pricing**: Ensure accurate and timely communication of company policies and pricing per price and policy guide.
* **Assist with billing questions, pricing, and warranty inquiries**: Provide accurate and timely responses to customer inquiries.
* **Assist with order status and tracking inquiries**: Ensure timely and accurate communication of order status and tracking information.
* **Assist with backorder management**: Manage backorders for sales territory, ensuring timely and effective communication with customers.
* **Assist with web services and case management**: Provide support for web services and case management for sales territory.
* **Handle customer complaints**: Respond to customer complaints with urgency and ensure satisfactory resolution.
* **Work cross-functionally**: Collaborate with internal teams to ensure an effortless customer experience.
* **Meet stated KPIs and comply with laws and regulations**: Consistently meet stated Key Performance Indicators (KPIs) and comply with all local, state, and federal laws and regulations.
**Requirements**
To succeed as a Customer Support Specialist at arenaflex, you will need:
* **Minimum 2 years' B2B Customer Service OR minimum 3 years' B2C Customer Service experience**: Proven experience in customer service, with a strong focus on delivering exceptional customer experiences.
* **Manufacturing experience is a plus**: Experience in a manufacturing environment, with a strong understanding of production processes and logistics.
* **SAP experience is a plus**: Familiarity with SAP systems and processes, with the ability to navigate and troubleshoot issues.
* **Order management experience**: Proven experience in managing orders, including processing, tracking, and resolving issues.
* **Effective written and verbal communication skills**: Strong communication skills, with the ability to articulate complex information in a clear and concise manner.
* **Ability to adapt to a variety of situations**: Flexibility and adaptability, with the ability to navigate changing priorities and situations.
* **Strong typing proficiency and computer skills**: Proficiency in Microsoft Office applications, including Excel, Outlook, Teams, Word, and PowerPoint.
* **Intermediate skills with Microsoft Applications**: Familiarity with Microsoft applications, including Excel, Outlook, Teams, Word, and PowerPoint.
**Nice-to-haves**
* **Willingness to learn and adapt to new challenges**: A growth mindset, with a willingness to learn and adapt to new situations and challenges.
**Benefits**
As a Customer Support Specialist at arenaflex, you will enjoy a comprehensive benefits package, including:
* **Medical, dental, and vision coverage**: Comprehensive health insurance, including medical, dental, and vision coverage.
* **Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts**: Flexible benefits options, including Health Savings, Health Reimbursement, and Flexible Spending/Dependent Care Accounts.
* **TeleHealth options**: Access to TeleHealth services, including virtual consultations and appointments.
* **401k plan with company match**: A 401k plan with a company match, helping you save for your future.
* **Company paid life/ad&d insurance**: Comprehensive life and accidental death and dismemberment (AD&D) insurance, provided by arenaflex.
* **Additional supplemental life/ad&d coverage available**: Optional supplemental life and AD&D coverage, available to employees.
* **Company paid Short/Long-Term Disability coverage (STD/LTD)**: Comprehensive short-term and long-term disability coverage, provided by arenaflex.
* **Accident/Hospital Indemnity coverage**: Accident and hospital indemnity coverage, providing financial protection in the event of an accident or hospitalization.
* **Legal/ID Theft Assistance**: Access to legal and identity theft assistance services, providing peace of mind and protection.
* **PTO, floating Diversity Day, & paid holidays**: A generous paid time off (PTO) policy, including floating Diversity Day and paid holidays.
* **Paid parental bonding leave**: Paid parental bonding leave, providing support for new parents.
* **Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)**: A comprehensive employee assistance program, including a 24/7 mental health support hotline and 5 company-paid counseling sessions.
* **Robust Internal Career Growth opportunities**: Opportunities for career growth and development, including training, mentorship, and professional development.
* **Tuition reimbursement**: Tuition reimbursement, helping you pursue your educational goals.
* **Hearing aid discount for employees and family**: A discount on hearing aids for employees and their families.
**Join the arenaflex team today!**
If you are a customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for the Customer Support Specialist role at arenaflex. As a member of our dynamic team, you will have the opportunity to grow and develop your skills, while making a meaningful impact on our customers' lives. Apply now and take the first step towards a rewarding career at arenaflex!
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