Job Description
At arenaflex, we're dedicated to creating peace of mind by pioneering safety and security. As a leading provider of security solutions, we're committed to helping people feel safe and secure in their homes, workplaces, and communities. With a global presence and a diverse portfolio of brands, we're constantly innovating and pushing the boundaries of what's possible. As a Customer Experience Specialist at arenaflex, you'll play a critical role in delivering exceptional customer experiences and driving business growth. You'll be part of a dynamic team that's passionate about making a difference and committed to excellence. If you're a customer-focused individual with a passion for delivering outstanding service, we want to hear from you. **Job Summary:** The Customer Experience Specialist is responsible for improving the experience of arenaflex affiliates by providing customer service support for business requests in a professional and courteous manner. You'll be the primary point of contact for customers, handling inquiries, resolving issues, and providing solutions that meet their needs. **Key Responsibilities:** • Demonstrate basic knowledge of the product and product features for one assigned brand • Demonstrate basic knowledge of internal processes and system tools • Manage customer service interactions by providing accurate and efficient resolution to incoming requests via phone, email, and/or the arenaflex online portal • Gain proficiency in product to understand the needs and expectations of customers • Follow standard operating procedures to support and resolve customer requests: order status, expedite and tracking, order modifications, document reprints, initiation of returns and replacement orders, credit & debits to customer accounts, provide product pricing and availability, as well as ad hoc product inquiries as needed • Act as customer liaison when working with cross-functional teams to resolve customer requests • Complete initial troubleshooting on return and warranty claims and escalate to the appropriate teams as necessary • Effectively use CRM to gather and document service requests to pass along defect-free cases to supporting departments for review and resolution as applicable • Utilize and manage appropriate ERP business systems • Proactively monitor and follow up on customer service requests daily to ensure timely customer resolution • Accurately document service request in CRM to ensure data integrity for root cause problem-solving activities across the business • Meet all service level agreements as assigned • Maintain active engagement in all training activities to ensure awareness of all arenaflex product, policy, guideline, and procedure changes **What You Need to Succeed:** • 6+ months customer service experience in a fast-paced, collaborative, team environment • HS Diploma or GED required • Strong written and verbal communication skills • Working knowledge of PC-based software applications (Microsoft Office – Outlook, Word, Excel) & basic web applications • Ability to multi-task, prioritize, and manage time efficiently **Why Work for Us:** arenaflex is a Great Place to Grow your Career if: • You're seeking a rewarding opportunity that allows you to truly help others. With thousands of employees and customers around the world, there's plenty of room to make an impact. As our values state, "this is your business, run with it." • You're looking for a company that will invest in your professional development. As we grow, we want you to grow with us. • You want a culture that promotes work-life balance. Our employees enjoy generous paid time off, because at arenaflex we recognize that you have a full life outside of work! • You want to work for an award-winning company that invests in its people. arenaflex is proud to be a recipient of the Gallup Exceptional Workplace Award for the second year in a row, recognizing our commitment to employee engagement, strengths-based development, and unlocking human potential. **What You'll Get from Us:** • Health, dental, and vision insurance coverage, helping you "be safe, be healthy" • Competitive paid time off • A commitment to your future with a 401(k) plan, which currently offers a 6% company match and no vesting period • Health Savings Accounts – Tax-advantaged savings account used for healthcare expenses • Flexible Spending Accounts – Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses • Disability Insurance – Short-Term and Long-Term coverage, paid for by arenaflex, provides income replacement for illness or injury • Life Insurance – Term life coverage with the option to purchase supplemental coverage • Tuition Reimbursement • Voluntary Wellness Program – Simply complete wellness activities and earn up to $2,000 in rewards • Employee Discounts through Perks at Work • Community involvement and opportunities to give back so you can "serve others, not yourself" • Opportunities to leverage your unique strengths through CliftonStrengths assessment & coaching **Compensation:** This range is provided by arenaflex. Your actual pay will be based on your skills and experience. • The expected Base Salary Range: $35,300 to $62,500. The actual compensation will be determined based on experience and other factors permitted by law. **Apply Today!** Join our team of experts today and help us make tomorrow's world a safer place! Not sure if your experience perfectly aligns with the role? Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification and every single preferred qualification of a job posting. At arenaflex, we are dedicated to building a diverse, inclusive, and authentic workplace. So, if you're excited about this role but your past experience doesn't align perfectly with every item in the job description, we encourage you to apply anyway. You may be just the right candidate for this role. **We Celebrate Who We Are!** arenaflex is committed to building and maintaining a diverse and inclusive workplace. Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers, and the communities where we live and work. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because we're required to, but because it's the right thing to do. We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team. **Equal Opportunity Employer:** arenaflex is an equal opportunity and affirmative action employer. Apply for this job