At arenaflex, we're passionate about delivering exceptional customer experiences that exceed expectations. As a leading provider of innovative hearing care solutions, we're not just a company that makes products – we're a team on a mission to help people enjoy the delight of hearing. We're seeking an experienced Customer Support Specialist to join our dynamic customer success team, working part-time hours from Monday to Friday (9am - 1pm) and Saturday (8am - 5pm).
**About arenaflex**
arenaflex is a leading provider of innovative hearing care solutions, dedicated to helping people enjoy the delight of hearing. Our team is passionate about delivering exceptional customer experiences that exceed expectations. We're committed to fostering an inclusive environment that promotes engagement and collaboration, and we prioritize the well-being of our employees.
**Job Summary**
As a Customer Support Specialist at arenaflex, you'll play a critical role in supporting our sales efforts through customer contact via various support mediums. You'll be the backbone of our Customer Success infrastructure, creating a hallmark of excellence by providing exceptional service and proactive interdepartmental support. You'll work closely with our teams to ensure an effortless customer experience, consistently meeting stated KPIs, and complying with all local, state, and federal laws and regulations.
**Key Responsibilities**
* Serve customers via phone, fax, mail, and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client database, and customer profiles
* Maintain a high inbound call answer rate (75-80 calls a day average)
* Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems
* Redirect complex or specialized concerns to the appropriate team for follow-up (e.g., Audiology inquiries, technical product support, etc.) when applicable
* Investigate and resolve problems related to the shipment of products, returns, credits, and orders
* Communicate company policies and pricing per price and policy guide
* Day-to-day responsibilities may include:
+ Answering a high volume of inbound calls on a daily basis (60+)
+ Assisting with billing questions, pricing, and warranty inquiries
+ Assisting with order status and tracking inquiries
+ Assisting with backorder management for sales territory
+ Assisting with web services
+ Assisting with case management for sales territory
+ Assisting with customer account and contact maintenance for sales territory
+ Handling customer complaints with a sense of urgency and seeing through to a satisfactory resolution
+ Working cross-functionally to ensure an effortless customer experience
+ Consistently meeting stated KPIs
+ Compliance with all local, state, and federal laws and regulations
+ Compliance with all arenaflex policies, processes, and procedures
**About You**
* Minimum 2 years' B2B Customer Service or minimum 3 years' B2C Customer Service experience
* Manufacturing experience is a plus
* SAP experience is a plus
* Order management experience
* Effective written and verbal communication
* Ability to adapt to a variety of situations
* Strong typing proficiency and computer skills
* Intermediate skills with Microsoft Applications, including Excel, Outlook, Teams, Word, and PowerPoint, as well as web interface
**What We Offer**
* Medical, dental, and vision coverage
* Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
* TeleHealth options
* 401k plan with company match
* Company-paid life and AD&D insurance
* Additional supplemental life and AD&D coverage available
* Company-paid Short/Long-Term Disability coverage (STD/LTD)
* STD LTD Buy-ups available
* Accident/Hospital Indemnity coverage
* Legal/ID Theft Assistance
* PTO, floating Diversity Day, and paid holidays
* Paid parental bonding leave
* Employee Assistance Program (24/7 mental health support hotline, 5 company-paid counseling sessions, and more)
* Robust internal career growth opportunities
* Tuition reimbursement
* Hearing aid discount for employees and family
* Internal social recognition platform
* D&I-focused: D&I council and employee resource groups
**How We Work**
At arenaflex, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer. We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability, or any other legally protected status.
**Apply Now**
If you're passionate about delivering exceptional customer experiences and are looking for a dynamic and inclusive work environment, we encourage you to apply for this exciting opportunity. Please submit your application via our online job application platform. For this position only, direct applications will be considered. arenaflex does not recruit via app, telegram, carrier pigeon, or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone, please contact us.
**Pay Range**
$20-$26 per hour
**Location**
Aurora, IL
**Apply Now**