Experienced Customer Support Specialist for Hybrid Environment – Delivering Exceptional Service and Driving Customer Satisfaction

Welcome to arenaflex

arenaflex is a leading innovator in the hearing care solutions industry, dedicated to improving the lives of individuals through exceptional products and services. As a key player in our customer success infrastructure, the Customer Support Specialist (CSS) role is crucial in providing top-notch support to our valued customers. If you are passionate about delivering outstanding service, resolving complex issues, and ensuring customer satisfaction, we invite you to join our dynamic team as a Customer Support Specialist in a hybrid environment.

About the Role

The Customer Support Specialist will be responsible for handling a high volume of customer inquiries and issues related to our hearing care solutions. This position requires a unique blend of technical knowledge, communication skills, and problem-solving abilities to ensure that our customers receive the best possible support. As a CSS, you will be the primary point of contact for our customers, providing timely and effective solutions to their problems, and ensuring that their needs are met with the highest level of professionalism and courtesy.

Key Responsibilities

• Serve customers via multiple communication channels, including phone, fax, mail, and email, by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client databases, and updating customer profiles.
• Maintain a high inbound call answer rate, with an average of 75-80 calls per day, ensuring that our customers receive prompt and efficient support.
• Resolve problems by clarifying issues, researching and exploring alternative solutions, implementing solutions, and escalating unresolved problems to the appropriate team when necessary.
• Redirect complex or specialized concerns to the relevant team for follow-up, such as audiology inquiries or technical product support, to ensure that our customers receive the specialized support they need.
• Investigate and resolve problems related to the shipment of products, returns, credits, and orders, ensuring that our customers receive their products in a timely and efficient manner.
• Communicate company policies and pricing per our price and policy guide, ensuring that our customers are aware of our policies and procedures.
• Assist with billing questions, pricing, and warranty inquiries, providing our customers with clear and concise information about our products and services.
• Assist with order status and tracking inquiries, ensuring that our customers are kept informed about the status of their orders.
• Assist with backorder management for sales territory, ensuring that our customers receive their products as soon as possible.
• Assist with web services and case management for sales territory, providing our customers with a seamless and efficient experience.
• Handle customer complaints with urgency and ensure satisfactory resolution, ensuring that our customers are satisfied with the support they receive.
• Work cross-functionally to ensure an effortless customer experience, collaborating with other teams to provide a comprehensive and supportive service.
• Consistently meet stated KPIs and comply with all local, state, and federal laws and regulations, ensuring that our customers receive the highest level of support while maintaining the integrity of our operations.

Requirements

To be successful in this role, you will need to have:

• Minimum 2 years' B2B Customer Service experience or minimum 3 years' B2C Customer Service experience, with a proven track record of delivering exceptional customer support.
• Manufacturing experience is a plus, with knowledge of production processes and procedures.
• SAP experience is a plus, with familiarity with our systems and software.
• Order management experience, with the ability to manage and track orders efficiently.
• Effective written and verbal communication skills, with the ability to communicate complex information clearly and concisely.
• Ability to adapt to a variety of situations, with a flexible and proactive approach to problem-solving.
• Strong typing proficiency and computer skills, with intermediate skills in Microsoft Applications, including Excel, Outlook, Teams, Word, and PowerPoint.

Nice-to-Haves

In addition to the requirements, we are looking for candidates who are:

• Willing to learn and adapt to new challenges, with a positive and proactive approach to learning and development.

Benefits and Perks

At arenaflex, we offer a comprehensive range of benefits and perks to support our employees' well-being and career development, including:

• Medical, dental, and vision coverage, with a range of options to suit your needs.
• Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts, to help you manage your health and wellbeing.
• TeleHealth options, for convenient and accessible healthcare.
• 401k plan with company match, to help you plan for your future.
• Company paid life/ad&d insurance, to provide you with peace of mind.
• Additional supplemental life/ad&d coverage available, to provide extra protection for you and your loved ones.
• Company paid Short/Long-Term Disability coverage (STD/LTD), to support you in case of illness or injury.
• Accident/Hospital Indemnity coverage, to provide you with financial protection in case of an accident or hospitalization.
• Legal/ID Theft Assistance, to help you navigate legal and identity theft issues.
• PTO, floating Diversity Day, & paid holidays, to give you time to relax and recharge.
• Paid parental bonding leave, to support you and your family during this special time.
• Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more), to provide you with access to mental health support and resources.
• Robust Internal Career Growth opportunities, to help you develop your skills and advance your career.
• Tuition reimbursement, to support your ongoing learning and development.
• Hearing aid discount for employees and family, to provide you with access to our products and services at a discounted rate.
• Internal social recognition platform, to recognize and reward your achievements and contributions.

Why Join arenaflex?

At arenaflex, we are committed to creating a work environment that is supportive, inclusive, and empowering. We believe in fostering a culture of innovation, collaboration, and continuous learning, where our employees can thrive and grow. As a Customer Support Specialist, you will be part of a dynamic team that is passionate about delivering exceptional customer support and driving customer satisfaction. If you are looking for a challenging and rewarding role that offers opportunities for growth and development, we encourage you to apply to join our team.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional support, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to be considered for this role. We look forward to hearing from you and exploring how you can contribute to our team's success.