Experienced Customer Service Representative – B2C Plumbing Product Support

Join arenaflex, a leading global leader in plumbing products, as we seek an experienced Customer Service Representative to join our remote team. As an Associate Customer Service Representative (ACSR), you will play a vital role in delivering world-class customer delight to our customers, providing expert support for Kohler and Sterling plumbing products, and driving business growth through exceptional customer experiences.

About arenaflex

arenaflex is a global leader in the plumbing products 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 empowering our associates to #BecomeMoreAtarenaflex is reflected in our competitive total rewards package, access to career growth and development opportunities, and a diverse and inclusive workplace.

Job Summary

As an Associate Customer Service Representative, you will be responsible for providing exceptional customer support for Kohler and Sterling plumbing products, including installation and troubleshooting, pre-sale questions, and order placement. You will be empowered to provide empathetic, courteous, and quality customer care in an accurate and timely manner, while maintaining a positive, problem-solving approach. Your goal will be to deliver world-class customer delight during telephone interactions, while troubleshooting, investigating, and resolving customer inquiries about Kohler and Sterling products.

Key Responsibilities

* Answer inbound customer inquiries via phone calls by performing diagnosis of products and taking appropriate action.

• Perform advanced troubleshooting and advise specification guidelines with plumbers, designers, and retail, wholesale, and showroom personnel.
• Walk customers and trade professionals through step-by-step installation and/or repair of Kohler and Sterling products.
• Technical proficiency: ability to navigate and manage multiple computer windows and software systems, including Customer relationship management, order management, and us.arenaflex.com website.
• Effectively use Customer Care Center (3C) technology, including Salesforce CRM, arenaflex.com, SAP, Microsoft Teams, Outlook Email, Sharepoint, Verint Schedules, and Workbrain.
• Gain knowledge of all Kohler and Sterling products and the associated warranties associated.
• Read and understand technical publications, diagrams, and specification documents.
• Excellent interpersonal and communication skills.
• Track orders, provide availability, and other shipping information.
• Upsell Kohler and Sterling products and accessories as appropriate.
• Assist with implementing procedures to maximize up-time and phone coverage.
• Track trends in product variations and report to engineering and quality as appropriate.
• Participate in department initiatives as needed.
• Participate in various Customer Service Support functions as needed, including order block reports, credit card reports, and shipping resolution.
• Meet or exceed balanced scorecard metrics and maintain an acceptable attendance record.

Skills and Requirements

* 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

* The associate is responsible for paying their own internet expenses and must have a hard-wired internet service via cable, fiber, or DSL with a minimum 10mbps service.

• Wired ethernet connection that meets upload and download speed requirements as noted above. Cannot be Wi-Fi, dial-up, satellite, or cellular internet.
• Have a separate confidential and distraction-free workspace with no background noises.
• Freedom from other responsibilities – you must be focused on delivering a world-class service experience.
• Required to work during their assigned shift time Monday-Friday between the hours of 8:00 a.m. and 5:00 p.m. Break and lunch times will be scheduled.
• Less than full-time hours are 32-34 hours/week may be available after training, more hours will be required during peak season.

Why Choose arenaflex?

We empower each associate to #BecomeMoreAtarenaflex with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we’re driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.

About Us

It is arenaflex’s policy to recruit, hire, and promote 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]. arenaflex Co. is an equal opportunity/affirmative action employer.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please visit our website at [arenaflex.com/careers](http://arenaflex.com/careers) to submit your application. Apply for this job