Experienced Customer Service and Technical Support Associate – Remote Work Opportunity to Empower Healthier Lives through Exceptional Service and Support

Introduction to arenaflex

At arenaflex, we are driven by a mission to empower the world to work out, creating healthier lives together. Our story begins with a passion for fitness and a belief in the limitless potential of individuals to achieve their health and wellness goals. As a global team with diverse backgrounds and cultures, we are united by our commitment to inspire, innovate, and make a positive impact on the lives of our customers. We believe that an empty treadmill isn't compelling, but once someone steps on it, the stories are limitless. Our goal is to connect people emotionally to their fitness journey, and we are looking for talented individuals to join our team and help us achieve this vision.

About the Opportunity

We are seeking an experienced Customer Service and Technical Support Associate to join our team at arenaflex. As a key member of our Customer Service and Support team, you will play a critical role in providing exceptional service and support to our customers, promoting positive customer relations, and maintaining the highest standards of ethics, quality, and service. This role will be 100% remote, allowing you to work from the comfort of your own home and enjoy the flexibility and autonomy that comes with it.

Key Responsibilities

As a Customer Service and Technical Support Associate at arenaflex, your key responsibilities will include:

• Maintaining contact with National Commercial and Consumer accounts via phone, email, and fax contact and business correspondence
• Explaining and administering company policies and procedures pertaining to customer service, including warranty policy, parts credit, return policy, and more
• Communicating effectively with internal customers, including Management, Field Service, Supply Chain, and Accounts Receivable, to ensure issues are escalated and resolved in a timely manner
• Assisting customers with part orders and other requests using ORACLE and other software, including data-entry of customer numbers, part numbers, quantity, and more
• Monitoring Oracle Business Intelligence (OBI) to assess daily open order reports and resolve any open and back order issues or orders with an on-hold status
• Responding to all customer correspondence and voicemails within established Service Levels
• Proactively notifying customers of any issues that may prevent them from being fully satisfied and working to resolve issues in a timely fashion
• Escalating back order parts issues per policy to determine parts availability and inform the customer
• Providing general technical assistance to internal and external customers using both oral and written communication skills
• Using Operations Manual to diagnose problems and walking customers through solutions, if possible
• Entering service requests to dispatch technicians when needed to fix equipment
• Demonstrating the ability to use and read schematics to solve technical problems

Essential Qualifications

To be successful in this role, you will need:

• Minimum 2 years of related experience in a customer service and/or call center environment dealing with external customers
• Technical experience in repairs and/or help-desk support in diagnosing repairs of electro-mechanical equipment highly preferred
• Mechanical aptitude or good understanding of mechanics preferred
• Familiarity with fitness equipment and parts a plus, but not required
• Excellent verbal and written communication skills
• High level of detail orientation
• Experience with Microsoft Word, Excel, and Oracle preferred
• Projects a positive, proactive, and very helpful attitude
• Takes initiative to complete tasks with urgency and accuracy, with a strong ability to recognize parts and part numbers
• Participates as a team player
• Ability to deal with fast-paced environment with a high volume of contacts on a consistent basis
• Able to multi-task successfully and work independently with minimal direct supervision
• Responds to customers and colleagues in a professional and courteous manner
• Must be flexible and adapt quickly to change
• High school diploma or GED required; Bachelor's degree preferred

Preferred Qualifications

In addition to the essential qualifications, we are looking for candidates with:

• Experience working in a remote or virtual environment
• Knowledge of customer service software and technology, including CRM systems and helpdesk software
• Certifications or training in customer service, technical support, or a related field
• Experience working in a fitness or wellness industry, or with fitness equipment and technology

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
• Strong problem-solving and analytical skills, with the ability to diagnose and resolve technical issues
• Ability to work in a fast-paced environment with a high volume of contacts, while maintaining a positive and professional attitude
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
• Ability to adapt quickly to change and navigate complex systems and processes

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to providing our employees with opportunities for growth and development. As a Customer Service and Technical Support Associate, you will have access to training and development programs, including:

• Comprehensive onboarding program to ensure a smooth transition into the role
• Ongoing training and development opportunities to enhance your skills and knowledge
• Opportunities for career advancement and professional growth within the company
• Access to industry-leading technology and software, including customer service and technical support tools

Work Environment and Company Culture

At arenaflex, we pride ourselves on our positive and supportive company culture. As a remote employee, you will be part of a virtual team that is committed to collaboration, communication, and mutual respect. We offer a flexible and autonomous work environment, with the opportunity to work from the comfort of your own home. Our company culture is built on the following values:

• Empathy and compassion for our customers and each other
• Integrity and transparency in all our interactions
• Accountability and responsibility for our actions and decisions
• Collaboration and teamwork to achieve our goals
• Continuous learning and improvement to stay ahead of the curve

Compensation, Perks, and Benefits

At arenaflex, we offer a competitive compensation package, including:

• Salary range: $40,000 - $60,000 per year, depending on experience
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Opportunities for career advancement and professional growth
• Access to industry-leading technology and software

Conclusion

If you are a motivated and customer-focused individual with a passion for fitness and wellness, we encourage you to apply for this exciting opportunity to join our team at arenaflex. As a Customer Service and Technical Support Associate, you will play a critical role in providing exceptional service and support to our customers, while also contributing to the growth and success of our company. Don't miss out on this opportunity to take your career to the next level and make a positive impact on the lives of our customers. Apply today and join our team of dedicated and passionate professionals who are committed to empowering healthier lives through exceptional service and support.