Job Description
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 for this job