At arenaflex, we're on a mission to elevate every life by transforming spaces into havens. As a leading innovation company, we're committed to creating smarter, safer, and more beautiful homes that improve lives. Our driving purpose is to empower our team members to think big, learn fast, and make bold decisions that positively impact our business, shareholders, and the planet.
We're seeking an experienced Full Stack Customer Service Representative to join our team in North Olmsted, OH. As a Bi-Lingual (English/Spanish) Associate Product Consultant, you'll be the "Voice of arenaflex" that consumers interact with when they have product, installation, or warranty questions. With over 200 hours of paid virtual training in arenaflex products, you'll provide world-class customer service to our consumers.
**About arenaflex**
arenaflex is a Fortune Brands Innovations, Inc. company, a leading industry innovator focused on creating smarter, safer, and more beautiful homes and improving lives. Our company culture is built on inclusivity, diversity, and empowerment, where everyone is encouraged and empowered to be their authentic selves. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too.
**Job Description**
As a Full Stack Customer Service Representative, you'll be responsible for delivering a consumer experience that drives unsolicited, positive "word of mouth" advertisement for arenaflex. You'll manage inbound calls from Spanish and/or English speaking consumers from the US and US territories, resolving product and technical support issues efficiently. You'll use technology to assist consumers with product identification, explanation of resolution, and technical support and instruction for repair and/or installation of service kit or product.
**Key Responsibilities:**
* Deliver a consumer experience that drives unsolicited, positive "word of mouth" advertisement for arenaflex
* Manage inbound calls from Spanish and/or English speaking consumers from the US and US territories
* Manage inbound calls from consumers to resolve product and technical support issues
* Efficiently use technology to assist consumer with identification of product, explanation of resolution, and technical support and instruction for repair and/or installation of service kit or product
* Negotiate solutions in challenging/sensitive consumer situations that have a positive outcome for both the consumer and arenaflex
* Maintain professional composure during interactions
* Achieve daily metrics in call quality, call management, and productivity standards consistently as well as adhering to all processes and procedures
* Record consumer demographics, product information, and troubleshooting efforts as required
* Perform other duties and/or special assignments as needed
**Qualifications:**
* High School diploma or equivalent required
* 2 years experience in a contact center or other fast-paced customer service environment required
* Excellent professional communication skills required, both verbal and written
* Proficient PC skills with an emphasis on Microsoft Office suite including Outlook and Microsoft Word, experience with Microsoft Teams a plus
* Must be able to thrive in a work environment that demands high-level focus, low mobility, and high observation
* Possess the ability to maintain a positive approach to the business, demonstrating flexibility and teamwork
* Incumbent must meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow department's Remote Work Policy
**Preferred Qualifications:**
* Associate’s or Bachelor's degree is preferred
* Prior ERP (SAP, Oracle, etc.) experience preferred
**Additional Information:**
* arenaflex believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is $31K USD - $44K USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location.
* In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.
* arenaflex offers comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits, inclusive fertility / adoption benefits, and more.
* arenaflex is built on industry-leading brands and innovation within our operating segments: water, outdoors and security. We have an impressive track record of strong financial results, market outperformance and growth, which translates into career and professional growth opportunities for associates.
**Equal Employment Opportunity:**
arenaflex is an equal opportunity employer. arenaflex evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.
**Reasonable Accommodations:**
arenaflex is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at
[email protected] and let us know the nature of your request along with your contact information.
**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 application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!