Experienced Full Stack Customer Service Associate – Commercial Support at arenaflex

At arenaflex, we're a leading global provider of healthy, safe, and sustainable building and cold chain solutions, with a world-class, diverse workforce that's passionate about making a difference in the world. Our business segments cover HVAC, refrigeration, and fire and security, and we're committed to delivering safer, smarter, and more sustainable services that make a difference to people and our planet. We're revolutionizing industry trends and making modern life possible by pushing the boundaries of innovation and excellence. Our team is driven by a shared vision of creating a better future for all, and we're looking for talented individuals who share our passion and values to join us on this exciting journey.

About the Role

arenaflex has an exciting opportunity for a Sr. Customer Service Associate – Commercial Support to join our team and support our customers via telephone and written customer service. Our B2B channel includes Data Centers, Commercial Contractors, National Accounts, and Carrier Commercial Service (CCS) customers seeking after-market replacement components. The Customer Care Center is a high-volume, fast-paced, and metric-driven call-center team atmosphere with a high emphasis on customer satisfaction. As a Sr. Customer Service Associate – Commercial Support, you'll be responsible for providing exceptional customer support to VIP customers, as well as pre-delivery and post-sale customer service support, including parts selection, ordering, expediting, pricing, and availability. You'll work closely with internal teams to resolve complex issues, escalate customer-facing issues to management, and identify trends, areas for improvement, and opportunities for optimization to enhance client satisfaction and operational efficiency.

Key Responsibilities

* Service VIP high-profile customers via telephone and e-mail, ensuring SLA expectations are achieved and exceptional quality services are delivered to the customer.

• Provide exceptional customer support to VIP customers, as well as pre-delivery and post-sale customer service support, including parts selection, ordering, expediting, pricing, and availability.
• Adaptability and flexibility with 1st, 2nd, & 3rd shifts, including weekends, depending on business demands with a scheduled rotation.
• Primary support and backup for commercial cases received.
• End customers can include data centers, hospitals, universities, retail businesses, and industrial complexes, within the US and internationally.
• Work closely with internal teams to resolve complex issues.
• Escalate to management customer-facing issues, identify trends, areas for improvement, and opportunities for optimization to enhance client satisfaction and operational efficiency.
• Build strong business relationships and drive market growth in the commercial business sector.

Essential Qualifications

* High School Diploma or GED

• 3+ years of experience in a customer service role, with a strong emphasis on delivering exceptional client support.
• 3+ years of using a range of software applications and tools, including but not limited to Outlook, Microsoft Office, and other industry-specific platforms.

Preferred Qualifications

* Self-starter and well-organized to multi-task and prioritize work.

• Strong customer focus and technical aptitude; sense of urgency; strong organizational skills.
• Basic knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools; Salesforce experience is a plus.
• Working knowledge of SAP, Salesforce, PIC, and Windchill systems is desired.
• A background in Residential, Light, and Heavy Commercial HVAC applications, products, and systems is desired.
• Strong ability to work with diverse, cross-functional project teams to achieve high levels of performance in a dynamic, changing environment.
• Meet customer experience quality metrics.
• Actively participate in departmental Carrier Excellence initiatives.
• Strong written and oral communication skills.
• Proficient in MS Office (specifically Word, PowerPoint, and Excel).
• Strong analytical skills, accuracy, and attention to detail are necessary.
• Ability to handle multiple tasks, creative problem-solving skills.

Work Environment and Company Culture

arenaflex is committed to creating a work environment that's inclusive, diverse, and supportive. We believe in fostering a culture of innovation, collaboration, and continuous learning, where our employees can grow and develop their skills and expertise. Our team is passionate about making a difference in the world, and we're looking for like-minded individuals who share our values and vision.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a salary range of $61,213 - $107,122 annually, depending on experience and qualifications. We also offer a range of benefits, including health insurance, retirement plans, and paid time off. Our team is passionate about making a difference in the world, and we're committed to providing our employees with the resources and support they need to succeed.

Career Growth Opportunities and Learning Benefits

arenaflex is committed to investing in the growth and development of our employees. We offer a range of training and development programs, including on-the-job training, mentorship, and leadership development opportunities. Our team is passionate about learning and continuous improvement, and we're committed to providing our employees with the resources and support they need to succeed.

How to Apply

If you're a motivated and customer-focused individual who's passionate about making a difference in the world, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, age, or any other federally protected class.

Job Applicant's Privacy Notice

Click on this link to read the Job Applicant's Privacy Notice. Apply for this job