Experienced Customer Service Representative – Power Solutions and Maintenance

At arenaflex, we're revolutionizing the way industrial power services are delivered, ensuring uninterrupted and sustainable facility power for our clients. Our innovative solutions, such as Guaranteed POWER and Perpetual POWER, have set a new standard in the industry, improving reliability, sustainability, and safety for facility leaders. With a national network of service professionals, arenaflex provides comprehensive engineering, installation, and maintenance services for power equipment, including backup batteries, UPSs, generators, energy storage, microgrids, forklift power, and onsite maintenance. We're seeking an experienced Customer Service Representative to join our team, providing specialized assistance to our customers and supporting our sales associates and service management and technicians in achieving exceptional customer service. If you're a customer-focused individual with strong communication and problem-solving skills, we encourage you to apply for this exciting opportunity.

Job Summary

As a Customer Service Representative at arenaflex, you will be responsible for managing information, systems, and process flows surrounding customer and technician experience. Your primary goal will be to provide exceptional customer service, ensuring that our clients receive timely and efficient support for their power solutions and maintenance needs.

Key Job Responsibilities:

* Tracking and managing customer assets, including updating customer contracts and scheduling planned maintenance across customer assets

• Dispatching technicians efficiently to meet planned maintenance schedules, ensuring that our clients receive timely and effective support
• Managing routine service requests, from receipt to billing, and open, update, and close work orders in a timely manner, according to service standards
• Reviewing all previous day field visits for accuracy and to ensure work was completed as requested, with no outstanding issues or concerns
• Communicating job progress or issues to Service Managers, Account Managers, and/or Parts Coordinator as needed
• Working safely and following all safety requirements, and working independently or with a team in a professional manner
• Performing other duties as assigned by supervisor, including adapting to a fast-changing environment and being successful in a high-throughput environment

Key Performance Measurements:

* A scorecard that reflects team performance in areas such as safety, efficiency, work order completion, customer satisfaction, and issue resolution

• Demonstrating complex scheduling ability, resulting in high degrees of technician efficiency
• Management observation regarding attitude, diligence, team contributions, and willingness & ability to learn new skills and information
• Other key metrics prescribed by arenaflex leadership, resulting in positive customer and company impact

Benefits:

At arenaflex, we believe that our people are what make us great, and we're committed to providing industry-leading benefits to support our employees' success. Some of the benefits we offer include:

• Competitive pay, plus incentive opportunities and overtime potential for our hourly employees
• Full benefits package that starts day one, including medical, dental, vision, company-paid life insurance, and disability coverage
• 401K with match
• 8 paid holidays
• Full-time employees receive 128 hours of PTO annually
• Training and mentoring – learn from our experts in the industry
• Advancement opportunities

Requirements:

* High school or GED diploma required; prefer an associate degree from an approved two-year college or university or very strong equivalent experience

• Must be able to pass a background check and a drug test
• Strong computer skills with Excel, Word, and data management capabilities; previous ERP experience a plus
• Strong communication, problem-solving, and analytical skills
• Ability to organize his/her own work and work independently, with limited supervision
• Ability to work with individuals from diverse backgrounds and with diverse needs, and across remote offices
• Ability to clearly articulate ideas (both written and verbal) to both internal and external customers and to listen effectively to customer needs
• Ability to develop and maintain strong workplace relationships with an emphasis on customer satisfaction
• Ability to work collaboratively with other departments toward the greater good of the organization
• Ability to adapt to a fast-changing environment
• Ability to be successful in a high-throughput environment
• Willingness to work occasional overtime

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to wear approved Personal Protective Equipment (PPE), carry tools, use hands to maneuver, handle, or feel, and talk or hear. The employee is occasionally required to walk and reach with hands and arms. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. Employees must maintain a high level of self-awareness about their surroundings due to conditions existing in the work environment.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work is performed in various locations, occasionally including customer sites, arenaflex facilities, and often includes co-workers working side-by-side.

Equal Employment Opportunity:

arenaflex considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other legally protected status. 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 to join our team at arenaflex. Apply for this job