Join arenaflex, a global leader in the fitness industry, as we empower people to live healthier lives. Our mission is to inspire, innovate, and make a lasting impact on the world. We're a diverse team of passionate individuals from various backgrounds, united by our commitment to excellence and customer satisfaction.
**About arenaflex**
arenaflex is a renowned brand in the fitness industry, dedicated to creating innovative products and solutions that help people achieve their health and wellness goals. Our team is passionate about empowering individuals to take control of their fitness journeys, and we're committed to delivering exceptional customer service that exceeds expectations.
**Join our team!**
We're seeking an experienced Customer Service Representative – Technical Support Associate to join our Customer Service and Support (CSS) Team. As a Technical Support Associate, you'll be responsible for providing top-notch technical support to our customers, ensuring their fitness equipment is running smoothly and efficiently. This is a 100% remote/work-from-home opportunity, allowing you to work from the comfort of your own home while making a real impact on our customers' lives.
**Key Responsibilities:**
* Respond to customer contacts via inbound Automatic Call Distributor (ACD) calls and system and internal emails, providing professional and stellar quality service to domestic, international, commercial, and consumer customers and arenaflex sales representatives.
* Maintain contact with National Commercial and Consumer accounts via phone, email, and fax contact and business correspondence.
* Explain and administer company policies and procedures pertaining to customer service, such as warranty policy, parts credit, return policy, etc.
* Communicate effectively with internal customers (within CSS and other departments) on the status of requests and assist in determining corrective action to ensure customer satisfaction.
* Cross-functionally work closely with Management, Field Service internal and external support, Supply Chain, and Accounts Receivable to ensure issues are escalated and resolved.
* Assist customers with part orders and other requests using ORACLE and other software, including data-entry of customer numbers, part numbers, quantity, etc.
* Process customer warranty or billable parts orders or returns.
* Monitor Oracle Business Intelligence (OBI) to assess daily open order reports and resolve any open and back order issues or orders with an on-hold status.
* Respond to all customer correspondence and voicemails within established Service Levels.
* Proactively notify customers of any issues that may prevent them from being fully satisfied and work to resolve issues in a timely fashion.
* Escalate back order parts issues per policy to determine parts availability and inform the customer.
**Technical Support:**
* Provide general technical assistance to internal and external customers using both oral and written communication skills.
* Use Operations Manual to diagnose the problem and walk the customer through the solution, if possible.
* Enter service request to dispatch a technician when needed to fix equipment.
* Demonstrate the ability to use and read schematics to be able to solve technical problems.
**Qualifications:**
* Minimum 2 years related experience in a customer service and/or call center environment dealing with external customers preferred.
* Technical experience in repairs and/or help-desk support in diagnosing repairs of electro-mechanical equipment highly preferred.
* Mechanical aptitude or good understanding of mechanics preferred.
* Familiarity with fitness equipment and parts a plus, but not required.
* Excellent verbal and written communication skills.
* High level of detail orientation.
* Experience with Microsoft Word, Excel, and Oracle preferred.
* Projects a positive, proactive, and very helpful attitude.
* Takes initiative to complete tasks with urgency and accuracy.
* Detail-oriented with a strong ability to recognize parts and part numbers.
* Participates as a team player.
* Ability to deal with fast-paced environment with a high volume of contacts on a consistent basis.
* Able to multi-task successfully.
* Able to work independently with minimal direct supervision.
* Responds to customers and colleagues in a professional and courteous manner.
* Must be flexible and adapt quickly to change.
* High school diploma or GED required; Bachelor's degree preferred.
**Why join arenaflex?**
* We offer a dynamic and supportive work environment that encourages growth and development.
* Our team is passionate about making a difference in people's lives, and we're committed to delivering exceptional customer service.
* We provide opportunities for further growth and advancement, allowing you to take your career to the next level.
* Our remote/work-from-home opportunity allows you to work from the comfort of your own home while making a real impact on our customers' lives.
* We offer a competitive compensation package, including benefits and perks that support your overall well-being.
**How to apply:**
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter through our website, and we'll be in touch to discuss your application.
**Equal Opportunity Employer:**
arenaflex is an affirmative action-equal opportunity employer. All qualified applicants, including individuals with disabilities and protected veterans, are encouraged to apply. arenaflex complies with all applicable federal, state, and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship status, disability, protected veteran status, or any other category protected by applicable federal, state, or local laws.
**Important Note:**
Please be aware that there has been a significant increase in phishing attempts across all industries, where fraudsters are impersonating real employees and sending fictitious job offers to applicants in a scheme to obtain sensitive information. Please note that arenaflex will never ask for your financial information at any part of the interview process, including the post-offer stage, and will only correspond through "@arenaflex.com" or "@indoorcycling.com" domain email addresses or "
[email protected]" for U.S. opportunities.