Experienced Customer Service Representative – B2C Support ($500 Sign On Bonus)

Join arenaflex, a leading global brand, in providing world-class customer delight as an Associate Customer Service Representative (ACSR). Are you passionate about delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two interactions are the same? If so, we invite you to join arenaflex, a renowned global brand, as an Associate Customer Service Representative (ACSR). As an ACSR, you will play a vital role in assisting customers with Kohler and Sterling plumbing product support, including installation and troubleshooting, pre-sale questions, and order placement.

About arenaflex

arenaflex is a global leader in the plumbing industry, dedicated to helping people live gracious, healthy, and sustainable lives. With a rich history spanning over a century, we have established ourselves as a trusted brand, synonymous with quality, innovation, and customer satisfaction. Our commitment to excellence is reflected in our products, services, and people.

Opportunity Overview

As an Associate Customer Service Representative (ACSR), you will have the opportunity to:

• Assist customers with Kohler and Sterling plumbing product support, including installation and troubleshooting, pre-sale questions, and order placement.
• Provide world-class customer delight during telephone interactions, troubleshooting, investigating, and resolving customer inquiries about Kohler and Sterling products.
• Empower customers with knowledge and solutions, ensuring their satisfaction and loyalty.
• Work collaboratively with cross-functional teams to resolve complex customer issues.
• Participate in department initiatives and contribute to the growth and development of the customer service team.

Key Responsibilities

As an Associate Customer Service Representative (ACSR), your primary duties will include:

• Answering inbound customer inquiries via phone calls, performing diagnosis of products, and taking appropriate action.
• Performing advanced troubleshooting and advising specification guidelines with plumbers, designers, and retail, wholesale, and showroom personnel.
• Walking customers and trade professionals through step-by-step installation and/or repair of Kohler and Sterling products.
• Technical proficiency in navigating and managing multiple computer windows and software systems, including Customer relationship management, order management, and us.kohler.com website.
• Effectively using Customer Care Center (3C) technology, including Salesforce CRM, kohler.com, SAP, Microsoft Teams, Outlook Email, Sharepoint, Verint Schedules, and Workbrain.
• Gaining knowledge of all Kohler and Sterling products and associated warranties.
• Reading and understanding technical publications, diagrams, and specification documents.
• Excellent interpersonal and communication skills.
• Tracking orders, providing availability, and other shipping information.
• Upselling Kohler and Sterling products and accessories as appropriate.
• Assisting with implementing procedures to maximize uptime and phone coverage.
• Tracking trends in product variations and reporting to engineering and quality as appropriate.
• Participating in department initiatives and various customer service support functions as needed.

Skills and Requirements

To succeed as an Associate Customer Service Representative (ACSR), you will need:

• High school diploma or GED required; 2-4-year degree preferred.
• 1+ years of customer service experience desired.
• Previous computer experience is necessary to be successful in this position.
• Experience in a call center environment preferred.
• Completion of internal Brand Ambassador Program required.

Work from Home Requirements

As a remote employee, you will be responsible for:

• Paying your own internet expenses and having a hard-wired internet service via cable, fiber, or DSL with a minimum 10mbps service.
• Having a separate confidential and distraction-free workspace with no background noises.
• Being available to work during your assigned shift time Monday-Friday between the hours of 8:00 a.m. and 5:00 p.m.
• Less than full-time hours (32-34 hours/week) may be available after training, with more hours required during peak season.

Why Choose arenaflex?

We empower each associate to #BecomeMoreAtarenaflex with a competitive total rewards package, including:

• A comprehensive benefits program, including medical, dental, and vision insurance.
• A 401(k) retirement savings plan with company match.
• Paid time off and holidays.
• Opportunities for career growth and development.
• A diverse and inclusive workplace.
• A strong culture of innovation and teamwork.

About Us

arenaflex is an equal opportunity/affirmative action employer, committed to recruiting, hiring, and promoting qualified applicants without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability, or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact [email protected].

How to Apply

If you are passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding career opportunity, apply now to join arenaflex as an Associate Customer Service Representative (ACSR). Apply for this job