At arenaflex, we're committed to providing top-notch customer service that exceeds our clients' expectations. As a key member of our Customer Service team, you'll play a vital role in ensuring that our clients receive exceptional support and care from the moment they contact us. If you're passionate about delivering outstanding customer experiences and have a knack for problem-solving, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of innovative solutions and services that empower businesses to thrive in today's fast-paced market. Our team of dedicated professionals is passionate about delivering exceptional results and building long-lasting relationships with our clients. We're proud to be a dynamic and inclusive workplace that values diversity, creativity, and collaboration.
**Job Summary**
As a Customer Service Scheduler at arenaflex, you'll be responsible for providing exceptional customer service and support to our clients through phone calls, emails, and other communication channels. You'll work closely with our sales and installation teams to ensure seamless project delivery and provide solutions to customer inquiries and issues. Your strong problem-solving skills, attention to detail, and excellent communication skills will enable you to build strong relationships with our clients and drive customer satisfaction.
**Key Responsibilities**
* **Client Care**
+ Professionally answer telephone incoming calls with a welcoming greeting and listen attentively to caller's needs
+ Accurately document client's estimate/order number and the reason for calling in the CRM along with all relevant notes
+ Ensure customer inquiries regarding product and logistics-related issues are handled in a timely and efficient manner
+ Review installer reports and reconcile discrepancies daily as needed
+ Accurately analyze and coordinate product-related solutions to meet customer's project needs by conferring with supervisor to ensure any associated costs are properly charged
+ Troubleshoot issues and provide solutions related to product and/or processes
+ Prioritize inquiries based on level of urgency, identifying matters that require an immediate response
+ Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow-up to ensure resolution
+ Proactively collaborate with other team members to identify and implement process improvement strategies and tactics
+ Work well within a team, always seeking to find understanding and work through challenges
+ Participate in quality assurance processes/programs/initiatives as requested
+ Demonstrate effective and very professional handling of tough calls/ upset or difficult customers
+ Review and troubleshoot sales orders
+ Analyze quotes and measurements provided by Sales and Technicians for accuracy
+ Deliver complete, informative and accurate estimates as requested by the Commercial and Residential sales teams
+ Communicate with internal departments to clarify project scope and job details to ensure proper delivery of quoted project
+ Master product specifications and applications, quoting, order processing, installation process and related field issues
* **Scheduling**
+ Contact clients to efficiently schedule installation appointments
+ Schedule appointments for field installers to minimize drive time and/or distance as needed, and suggest alternative routes when appropriate
+ Follow up and interact with customers and installation teams
+ Proficiently navigate a Windows-based & Web-based system to optimize current & future schedules
**Qualifications**
* High school diploma
* 3-5 years of customer support experience or experience as Client Service Representative
* Strong phone contact handling skills and active listening
* Customer Orientation and ability to adapt/respond to different types of characters
* Excellent written, verbal, interpersonal and communication skills
* Strong computer skills including MS Office applications (Outlook, Word, Excel and PowerPoint)
* Ability to multi-task, prioritize, and manage time effectively
* Strong work ethic and capacity to handle high work volume in a teamwork environment
**What We Offer**
* Competitive salary and benefits package
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Flexible work arrangements and work-life balance
* Access to cutting-edge technology and tools
* Ongoing training and support to enhance your skills and knowledge
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you!