Experienced Full Stack Customer Service Representative – Lab Support (Monday to Friday 10am - 7pm)

Join arenaflex, a leading innovator in the lab industry, as we seek a highly skilled and customer-focused individual to join our remote team as a Full Stack Customer Service Representative.

About arenaflex

arenaflex is a cutting-edge company that specializes in providing top-notch lab solutions to our valued customers. Our mission is to deliver exceptional customer experiences, foster a culture of innovation, and drive growth through collaboration and teamwork. As a Full Stack Customer Service Representative, you will play a vital role in helping us achieve our goals and exceed customer expectations.

Job Summary

We are seeking a highly motivated and customer-centric individual to join our remote team as a Full Stack Customer Service Representative. As a key member of our customer support team, you will be responsible for providing exceptional support to our lab customers, resolving their concerns, and ensuring their satisfaction. If you have a passion for delivering outstanding customer experiences, are a team player, and possess excellent communication skills, we encourage you to apply for this exciting opportunity.

Key Responsibilities

As a Full Stack Customer Service Representative, your primary responsibilities will include:

• Providing total support to our lab customers, including answering inbound calls, responding to emails, and making outbound calls to resolve customer concerns and inquiries
• Entering orders, redo's, and supporting order inquiries in the order entry system (Absolution system)
• Partnering with customers to review and verify patient order history
• Communicating with sales and lab representatives to meet customer needs
• Listening to and resolving customer concerns about products and services
• Achieving a first call resolution to all customer concerns and inquiries
• Providing moderate problem resolution
• Making outbound calls for delayed jobs and open frame-to-come orders
• Providing shipping, tracking support, and resolution
• Answering inbound calls in a call center environment with the goal of customer satisfaction, customer retention, and increasing business
• In-depth knowledge of all products relative to customer needs
• Providing individualized customer service with high-quality and professional standards
• Meeting or exceeding all key performance metrics set by the department
• Reporting inconsistencies and inefficiencies, and escalating issues to the Resolution team and management
• Actively participating in team discussions; providing feedback to improve the work environment
• Exhibiting effective communication skills and being empowered to make decisions for the customer
• Proactively engaging the customer and creating an authentic, positive, and memorable customer experience

Supervisory Responsibilities

This role does not have supervisory responsibilities.

Qualifications

To be successful in this role, you will need to possess the following qualifications and skills:

• High school diploma or equivalent
• Optical experience required (lab or retail)
• Requires PC proficiency in a windows-based environment with the ability to use search tools, browsers, and e-mail features
• Requires proficiency with MS office applications (Excel, Word, Adobe)
• Able to answer inbound phone calls and respond to emails
• Able to make outbound calls, including Frame-To-Come and delayed job calls
• Able to execute and solve credit search, shipping/tracking requests, vision web validation, faxed orders, and moderate problem resolution
• Ability to adapt to change and unexpected demands of the business
• Excellent written and oral communication skills with the ability to convey information clearly and effectively
• Ability to resolve customer conflict issues in a tactful and professional manner
• Ability to multi-task and utilize multiple systems while performing on the job

Desired Qualifications

* 2+ years of customer service experience

Physical Demands

While performing the duties of this job, the employee is frequently required to sit, stand, walk, bend, and use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The employee must occasionally lift and/or move up to 25 pounds (safety/weight belt provided, if requested). Specific vision, peripheral vision, depth perception, and the ability to adjust focus are required.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment is a typical climate-controlled office environment, and the noise is usually moderate.

Compensation and Benefits

The anticipated base pay range for this position is $16.00 to $18.00. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills, and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan. Employees and/or eligible dependents may be eligible to participate in the following arenaflex-sponsored employee benefit programs: medical, dental, vision, life insurance, group life insurance, voluntary supplemental life insurance, supplemental health benefits (critical illness, hospital, accident), short- and long-term disability, paid family leave (applicable states), 401k, tuition reimbursement, eyewear discounts.

Time Off Benefits

US employees are eligible for the following time off benefits:

• Vacation and/or Sick time
• Holiday pay
• Birthday PTO

Equal Opportunity Employer

arenaflex is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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 submit your application through our website: Apply Job! Apply for this job