Experienced Customer Service Representative – B2C Plumbing Product Support
At arenaflex, we're on a mission to revolutionize the way people live, work, and interact with our innovative plumbing solutions. As a key member of our Customer Service team, you'll play a vital role in delivering world-class customer experiences that exceed expectations. If you're passionate about providing exceptional support, troubleshooting, and problem-solving skills, we want to hear from you!
About arenaflex
arenaflex is a leading manufacturer of high-quality plumbing products, including Kohler and Sterling brands. With a rich history spanning over a century, we've established ourselves as a trusted partner for professionals and homeowners alike. Our commitment to innovation, sustainability, and customer satisfaction drives everything we do. We're proud to be a part of the arenaflex family, where diversity, inclusion, and growth opportunities thrive.
Job Summary
As an Associate Customer Service Representative (ACSR), you'll be responsible for providing top-notch support to customers, plumbers, designers, and trade professionals via phone calls, email, and other communication channels. Your primary goal is to deliver exceptional customer experiences, troubleshoot issues, and resolve inquiries related to Kohler and Sterling products. You'll be empowered to make decisions, take ownership of customer interactions, and work collaboratively with cross-functional teams to drive business results.
Key Responsibilities
* Answer inbound customer inquiries via phone calls, diagnose products, and take appropriate action to resolve issues
- Perform advanced troubleshooting and advise specification guidelines to plumbers, designers, and trade professionals
- Walk customers and trade professionals through step-by-step installation and/or repair of Kohler and Sterling products
- Technical proficiency: navigate and manage multiple computer windows and software systems, including Customer relationship management, order management, and the arenaflex website
- Effectively use arenaflex's 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 associated warranties
- 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 uptime 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 and maintain an acceptable attendance record
Skills and Requirements
* High school diploma or GED required; 24-year degree preferred
- 1+ years of customer service experience desired
- Previous computer experience 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!
- Pay your own internet expenses and 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
- Separate confidential and distraction-free workspace with no background noises
- Freedom from other responsibilities to focus on delivering a world-class service experience
- Required to work during assigned shift time Monday-Friday between 8:00 a.m. and 5:00 p.m. Break and lunch times will be scheduled
- Less than full-time hours (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
arenaflex is an equal opportunity/affirmative action employer. It is our 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].
How to Apply
If you're passionate about delivering exceptional customer experiences and want to join a dynamic team, apply now! Visit our website to submit your application and become a part of the arenaflex family. Apply Job! Apply for this job