**Experienced Customer Service Representative – Remote Customer Support**

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our clients' expectations. As a key member of our customer support team, you'll play a vital role in ensuring our customers receive the highest level of service and support. If you're passionate about delivering outstanding customer experiences and have a knack for problem-solving, we want to hear from you.

**About arenaflex**

arenaflex is a leading provider of innovative solutions and services that empower businesses to thrive in today's fast-paced market. Our team of experts is dedicated to helping our clients achieve their goals through cutting-edge technology, exceptional customer support, and a commitment to excellence. As a remote customer service representative, you'll be part of a dynamic team that's passionate about making a difference in the lives of our customers.

**Key Responsibilities**

As an Experienced Customer Service Representative, you'll be responsible for providing top-notch customer support to our clients via phone, email, chat, and other communication channels. Your primary duties will include:

* Processing orders in a fast-paced environment, ensuring accuracy and efficiency
* Entering orders in our ERP system via inbound calls, emails, chat, and SMS
* Providing knowledgeable answers to customers regarding product, pricing, and inventory availability inquiries
* Helping customers navigate our website and place orders online
* Working with internal departments to meet customers' needs
* Resolving product returns, shipping inquiries, and order status questions
* Developing and maintaining strong customer relationships through relationship building and communication
* Anticipating, identifying, managing, and proactively working to seek solutions for potential problems for customers
* Reviewing customer orders for accuracy to ensure all information provided is accurate
* Utilizing your expertise as a Super User to conduct training for new hires and refresher training
* Answering incoming telephone calls in a courteous and professional manner
* Informing customers of prices, shipping dates, anticipated delays, and any additional information needed by customers
* Complying with quality assurance metrics
* Updating customer order/account information in our ERP system
* Entering credits in our ERP system
* Sending and receiving customer documents in our ERP system
* Soliciting sales of new or additional services
* Preparing customer reports
* Maintaining files for order-related paperwork in an organized manner
* Handling customer complaints or escalating when necessary
* Backing up team lead or supervisor

**NetSuite Skills**

As a remote customer service representative, you'll need to be proficient in NetSuite, with a strong understanding of its features and functionality. Your NetSuite skills should include:

* Placing orders, issuing RMA's, checking ETA's, accepting payments, creating DTC accounts, pricing and availability, checking order status, and basic understanding of WMS
* Highly proficient in NetSuite, with consideration as a Super User
* Ability to work reports, email, issue RMA credits, apply payments, apply credits, read financials, manage back orders, and move orders
* Proficient and understanding of exports, training, investigating and correcting order issues, working knowledge of special orders, and working as a NetSuite tester
* Ability to manage escalations

**Technical Skills**

As a remote customer service representative, you'll need to possess strong technical skills, including:

* Cross-referencing expert searching for parts by dimensions, measuring parts (mounting holes, outside diameter, inside diameter, length)
* Core ability to read diagrams and explain them
* Basic starting system and how it works, with the ability to diagnose repair points (rebuild over the phone)
* Using AEP ERP company websites cross-references for parts
* Ability to search for parts with little information (knowing questions to ask)
* Diagnosing different symptoms to offer solutions
* Ability to place orders across J&N and Stens brands

**Drive Organizational Culture**

As a remote customer service representative, you'll be expected to demonstrate a positive attitude, be resourceful, communicate cross-functionally, foster change and innovation, and have a passion for winning. You'll be part of a dynamic team that's passionate about making a difference in the lives of our customers.

**Education and Qualifications**

To be successful in this role, you'll need to possess:

* High school diploma, GED, or equivalent experience required
* College degree preferred
* 5+ years of contact center experience preferred
* Leadership experience
* Excellent time management skills
* Strong organizational skills
* Strong business acumen
* Excellent oral and written communication skills
* Strong teamwork
* Bilingual (Spanish and/or French) preferred

**Physical Demands**

As a remote customer service representative, you'll be working in a home-based environment, and your primary duties will require:

* Regularly talking and hearing
* Frequently standing, walking, using hands to handle or feel, and reaching with hands and arms
* Occasionally sitting for prolonged periods
* Lifting up to 30 lbs. using proper lifting techniques

**Working Conditions**

As a remote customer service representative, you'll be working in a heated and air-conditioned office environment, with a 8-hour shift, day shift.

**Compensation and Benefits**

arenaflex offers a competitive salary of $18.00 - $20.00 per hour, as well as a range of benefits, including:

* 401(k)
* Dental insurance
* Health insurance
* Paid time off
* Vision insurance

**Application Question(s)**

To apply for this role, please answer the following question:

* Are you available to work 9:30 am- 6:00 pm EST Mon-Fri?

**Experience**

To be successful in this role, you'll need to possess:

* 2 years of experience processing orders
* 5 years of experience in customer service
* 5 years of experience in a call center
* 1 year of experience working remotely
* 1 year of experience with ERP systems

**Work Location**

As a remote customer service representative, you'll be working from home, with a flexible schedule that allows you to work from anywhere.

**Submit Your Application**

If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you. Apply now and take the first step towards a rewarding new role.

Apply for this job