**Experienced Customer Service Representative – B2C Plumbing Product Support**
**Join arenaflex, a leading global leader in plumbing products, as we seek an experienced Customer Service Representative to join our remote team. As an Associate Customer Service Representative (ACSR), you will play a vital role in delivering world-class customer delight to our customers, providing expert support for Kohler and Sterling plumbing products, and driving business growth through exceptional customer experiences.**
**About arenaflex**
arenaflex is a global leader in the plumbing products industry, dedicated to helping people live gracious, healthy, and sustainable lives. With a rich history spanning over a century, we have established ourselves as a trusted brand, synonymous with quality, innovation, and customer satisfaction. Our commitment to empowering our associates to #BecomeMoreAtarenaflex is reflected in our competitive total rewards package, access to career growth and development opportunities, and a diverse and inclusive workplace.
**Job Summary**
As an Associate Customer Service Representative, you will be responsible for providing exceptional customer support for Kohler and Sterling plumbing products, including installation and troubleshooting, pre-sale questions, and order placement. You will be empowered to provide empathetic, courteous, and quality customer care in an accurate and timely manner, while maintaining a positive, problem-solving approach. Your goal will be to deliver world-class customer delight during telephone interactions, while troubleshooting, investigating, and resolving customer inquiries about Kohler and Sterling products.
**Key Responsibilities**
* 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 customers and trade professionals through step-by-step installation and/or repair of Kohler and Sterling products.
* Technical proficiency: ability to navigate and manage multiple computer windows and software systems, including Customer relationship management, order management, and us.arenaflex.com website.
* Effectively use Customer Care Center (3C) technology, including Salesforce CRM, arenaflex.com, SAP, Microsoft Teams, Outlook Email, Sharepoint, Verint Schedules, and Workbrain.
* Gain knowledge of all Kohler and Sterling products and the associated warranties associated.
* Read and understand technical publications, diagrams, and specification documents.
* Excellent interpersonal and communication skills.
* Track orders, provide availability, and other shipping information.
* Upsell Kohler 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.
* Participate in various Customer Service Support functions as needed, including order block reports, credit card reports, and shipping resolution.
* Meet or exceed balanced scorecard metrics and maintain an acceptable attendance record.
**Skills and Requirements**
* High school diploma or GED required; 2-4-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 arenaflexjobs@arenaflex.com. arenaflex Co. is an equal opportunity/affirmative action employer.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please visit our website at (http://arenaflex.com/careers) to submit your application.
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