At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Service Representative, you'll play a vital role in our dedicated customer team, providing top-notch support to our valued customers. If you're a customer-centric individual with a passion for problem-solving and teamwork, we'd love to hear from you!
**About arenaflex**
arenaflex is a dynamic and innovative company that's revolutionizing the way we deliver customer experiences. With a strong commitment to excellence and a customer-first approach, we're constantly pushing the boundaries of what's possible. Our team is comprised of talented individuals who share a common goal: to make a meaningful impact on our customers' lives. As a Customer Service Representative at arenaflex, you'll be part of a collaborative and supportive team that's dedicated to delivering exceptional results.
**Responsibilities**
As a Customer Service Representative at arenaflex, you'll be responsible for providing best-in-class customer service, engaging with customers for initial fuel delivery requests, order entry into our ERP system, and problem-solving on behalf of the customer. Your key responsibilities will include:
* **Teamwork**
+ Regularly collaborate with team members to support assigned customers
+ Coordinate with various departments to ensure high-level operational issues are resolved completely and in a timely manner on behalf of the customer
+ Provide backup support across all functions within the customer team to ensure continuity
+ Regularly share best practices and learning opportunities with peers across all Customer Experience teams
* **Initial Delivery Requests and Order Entry**
+ Receive customer calls/emails, engaging with a warm, pleasant, and helpful attitude
+ Identify customer needs
+ Enter orders into the ERP system timely and accurately
+ Ensure all other needs are identified and met by engaging with the customer
+ Identify customer problems and resolve them timely either directly or through other departments for resolution; maintain communication with the customer throughout the process
+ Immediately contact the appropriate group(s) when a customer requires additional service and the call comes to the CSC; ensure a successful transfer of the call (if need be) is made to the appropriate person; CSCs will not utilize voicemail or unsolicited emails to hand off issues
+ In addition to inbound phone calls and email, other methods of communication and requests for delivery need to be managed and executed upon by the CSC (e.g. inventory managed orders, third-party portal, customer website, carrier managed) to ensure timely and accurate delivery of service on behalf of the customer
* **Order Entry**
+ Ensure all loads requested are entered are successfully and order number is provided to the customer
+ Work with logistics to confirm carrier availability and communicate confirmation back to the customer
+ In the event that the logistics team is unable to secure a carrier, escalate to other departments as needed for support and communicate status of efforts throughout to ensure all parties are aware of efforts and plans
+ Keep customer informed of their order status at all times, no exceptions
* **Customer Service**
+ Greet customers warmly and ascertain problem or reason for calling
+ Resolve customer complaints by troubleshooting and/or engaging necessary internal departments or CRM
+ Ensure that customer communication is thorough and that realistic expectations are communicated
+ Ensure that all customer requests are completed, even after handoff or escalation to other departments
+ Verify that customer is satisfied with resolution or action plans
**Position Requirements**
To be successful in this role, you'll need to possess the following:
* **Formal Education & Certification**
+ High School Diploma required
* **Knowledge & Experience**
+ Customer Service
+ Team environment
+ Moderate to advanced knowledge of Microsoft Outlook
+ Basic Excel and Outlook proficiency required
* **Qualifications & Characteristics**
+ Enthusiastic
+ Effective problem-solving
+ Efficient decision-making
**Work Environment**
As a Customer Service Representative at arenaflex, you'll enjoy a hybrid work schedule that allows you to balance work and personal life. After completing your training (approximately 6 months), you'll have the opportunity to work from home 2 days a week and in our office 3 days a week. This flexible schedule will enable you to maintain a healthy work-life balance while still delivering exceptional customer experiences.
**Benefits**
As a valued member of our team, you'll enjoy a range of benefits, including:
* Competitive salary and bonus structure
* Comprehensive health and wellness program
* Opportunities for professional growth and development
* Collaborative and supportive work environment
* Recognition and rewards for outstanding performance
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we'd love to hear from you! Please submit your application through our website, and we'll be in touch to discuss your qualifications further.