Job Description
Join arenaflex, a leading global leader in the plumbing and kitchen and bath industry, as an Associate Customer Service Representative (ACSR) and be part of a dynamic team that delivers world-class customer experience. As an ACSR, you will play a vital role in providing exceptional support to customers, plumbers, designers, and trade professionals, ensuring their satisfaction with arenaflex's plumbing products, including installation and troubleshooting, pre-sale questions, and order placement. **About arenaflex** arenaflex is a global leader in the plumbing and kitchen and bath industry, with a rich history of innovation and commitment to excellence. Our mission is to help people live gracious, healthy, and sustainable lives. With a diverse and inclusive workplace, we empower each associate to #BecomeMoreAtarenaflex through a competitive total rewards package, access to career growth and development opportunities, and a strong culture of innovation. **Job Summary** As an Associate Customer Service Representative, you will be responsible for providing world-class customer delight during telephone interactions while troubleshooting, investigating, and resolving customer inquiries about arenaflex's plumbing products. 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. **Key Responsibilities** * Answer inbound customer inquiries via phone calls by performing diagnosis of products and taking the 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 arenaflex's plumbing products. * Technical proficiency: ability to navigate and manage multiple computer windows and software systems, including Customer relationship management, order management, and arenaflex's website. * Effectively use Customer Care Center (3C) technology, including Salesforce CRM, arenaflex's website, SAP, Microsoft Teams, Outlook Email, SharePoint, Verint Schedules, and Workbrain. * Gain knowledge of all arenaflex's plumbing 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. * Up sell arenaflex's plumbing 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 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** * Equipment provided! * 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. * Part-time hours are 34-36 hours/week after training, more 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. **Apply Today!** Join our team and become part of a dynamic and innovative organization that values customer satisfaction and employee growth. Apply now and take the first step towards a rewarding career at arenaflex. Apply for this job