At arenaflex, we're committed to providing our customers with an unparalleled level of service and support. As a Customer Care Senior Specialist, you'll play a vital role in ensuring that our customers receive the highest level of care and attention, every time they interact with us. If you're passionate about delivering exceptional service, have a strong customer-centric mindset, and are looking for a challenging and rewarding role, we want to hear from you.
**About arenaflex**
arenaflex is a leading industrial technology company that's dedicated to solving problems in spaces, light, and more. We're a market-leading provider of innovative products and services that make a valuable difference in people's lives. Our two business segments, Acuity Brands Lighting and Lighting Controls (ABL) and the Intelligent Spaces Group (ISG), work together to develop technology that helps our customers save energy, reduce their carbon emissions, and improve their overall quality of life.
**Job Summary**
As a Customer Care Senior Specialist, you'll be the primary point of contact for customer inquiries, order processing, and issue resolution. You'll work closely with cross-functional teams to ensure timely and accurate order fulfillment while delivering a high standard of customer service. This is a hybrid role, with the expectation of coming into the office in Washington, Missouri 3 days a week. You'll also need to come into the office in Brossard, Quebec for training for 1-2 weeks.
**Key Responsibilities**
* Provide high-quality customer service, responding promptly to inquiries via phone and email
* Assist customers with product selection and availability, order placement and status to ensure a smooth purchasing experience
* Process and manage customer orders from multiple sources (e-store, email, phone), ensuring accuracy and adherence to company policies and ISO standards
* Work closely with Production, Shipping, Accounting, and Sales to facilitate order fulfillment and timely delivery
* Address and resolve any customer concerns and issues professionally and efficiently
* Develop and maintain a strong familiarity with product offerings to provide accurate information and assist customers with their inquiries
* Document customer interactions, navigate multiple systems, and manage software registration and license requests
* Process returns and merchandise requests while maintaining accurate records
* Contribute to customer support resources by creating help articles and FAQs
* Foster strong relationships with customers, ensuring a friendly yet professional experience
**Essential Qualifications**
* 3-5+ years of proven customer service experience in a high-volume environment
* Exceptional communication skills (oral & written) in English
* Strong phone etiquette, active listening skills, and the ability to resolve customer issues with empathy
* High attention to detail with the ability to analyze information and make informed decisions
* Resilient and adaptable to changing business needs
* Ability to multitask, prioritize, and work efficiently in a fast-paced environment
* Collaborative mindset with strong relationship-building skills, particularly in a remote environment
* Genuine passion for fostering positive customer relationships by delivering exceptional service
**Preferred Qualifications**
* Experience with Infor Syteline ERP system
* Intermediate/advanced knowledge of Microsoft Office (Word, Excel, and Outlook)
* Experience with Microsoft Dynamics or other CRM software
* Experience in the manufacturing sector
* Experience in online chat support
**Work Environment and Culture**
At arenaflex, we value diversity and are an equal opportunity employer. We're committed to providing a work environment that's inclusive, supportive, and empowering. Our team is passionate about delivering exceptional service and is dedicated to making a positive impact on our customers' lives.
**Career Growth Opportunities and Learning Benefits**
We're committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including on-the-job training, mentorship, and leadership development opportunities. Our employees also have access to a range of benefits, including health insurance, retirement plans, and paid time off.
**Compensation, Perks, and Benefits**
We offer a competitive salary range of $46,400.00 to $83,600.00, depending on experience and location. We also offer a range of benefits, including health insurance, retirement plans, and paid time off.
**How to Apply**
If you're passionate about delivering exceptional service and are looking for a challenging and rewarding role, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
**Accommodation for Applicants with Disabilities**
arenaflex is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need accommodation, you may contact us at [insert contact information]. Please clearly indicate what type of accommodation you are requesting and for what requisition.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to providing a work environment that's inclusive, supportive, and empowering.