**Experienced Customer Experience Specialist I – Delivering Exceptional Support to Global Customers at arenaflex**

At arenaflex, we're a leading nonprofit biological resources and standards organization dedicated to shaping the future of science and global health. As a Customer Experience Specialist I, you'll play a vital role in ensuring a seamless and positive experience for our domestic customers. If you're passionate about delivering exceptional support and have a knack for problem-solving, we want to hear from you! **About arenaflex** arenaflex is a mission-focused non-profit organization that has been supporting global public health for over a century. We're committed to providing trusted, authenticated biological materials to scientists worldwide, empowering them to make discoveries that improve and save lives. Our team is passionate about fueling success, well-being, and development, and we're excited to welcome like-minded individuals to join us on this journey. **Responsibilities** As a Customer Experience Specialist I, you'll be the primary point of contact for our domestic customers, providing exceptional support through phone calls, emails, and online chat. Your key responsibilities will include: * **Customer Support and Interaction**: Respond to inbound customer inquiries via phone, email, and website contact forms or chat. Process orders across various channels, such as phone, email, website, robotic process automation (RPA), or eProcurement. Maintain a high level of professionalism and empathy in all customer interactions, striving to exceed customer expectations and promote satisfaction. * **Order and Distribution Management**: Provide domestic distribution support, processing orders and addressing inquiries related to permit requirements, shipping, order tracking, accounts, cancellations, and credits/debits. Elevate more complex orders and inquiries to the Customer Experience Specialist III as needed. Record customer inquiries and issues in a system to leverage for further data reviews and potential product and/or process improvements with cross-functional teams. * **Product and Resource Utilization**: Provide support for basic product inquiries, utilizing readily available resources such as website information, product documentation, and training materials. Utilize scripts, procedures, training materials, and other resources to recommend solutions. Escalate to the Customer Experience Specialist III when the training materials or guides do not adequately support customer inquiries or require updates. **Qualifications** To succeed in this role, you'll need: * **High School Diploma and 2-5 years' experience or equivalent experience**: Previous experience in customer service or a related field is preferred. * **Excellent verbal and written communication skills**: Strong problem-solving abilities and attention to detail. * **Proficiency in using CRM, ERP, and phone systems**: Ability to handle multiple tasks and prioritize effectively in a fast-paced environment. * **Familiarity with using various communication channels, including phone, email, and chat**: Basic understanding of product documentation and training materials. * **Competence in using scripts, procedures, and training resources to recommend solutions**: High level of professionalism and empathy in customer interactions. * **Strong organizational skills and the ability to work collaboratively with cross-functional teams**: Commitment to continuous learning and improvement in product knowledge and customer service skills. * **Ability to adhere to established quality, productivity, and issue resolution strategies**: Willingness to stay up to date on current products, services, policies, terms, and conditions within the organization. * **Flexibility to elevate complex inquiries to higher-level specialists as needed**. **Benefits** As a valued member of our team, you'll enjoy: * **Competitive salary range**: $43,000 to $50,000 annually, with actual compensation determined based on experience and qualifications, as well as internal equity and alignment with market data. * **Additional incentive compensation**: Regular merit increases and the corporate bonus program. * **Comprehensive benefits package**: Health & Wellness, Financial security, and Mission Focused benefits, including: + Comprehensive medical coverage and company-paid Life Insurance, Disability Insurance & AD&D. + Work-life balance with Paid Holidays and PTO. + Fitness and cell phone subsidies, and additional benefits such as Aflac, legal services, and pet insurance. + Employee Assistance Program offering around-the-clock counseling. + 401(a) (6% employer contribution) and 403(b) (2% match) retirement plans. + Exceptional career advancement opportunities, recognition, and rewards. + Corporate bonus program. + Non-profit organization supporting critical life science research. + We give scientists the tools they need to make discoveries that improve and save lives. + Contribute to community involvement and social responsibility. **Join arenaflex** If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you! Apply now to become a part of our mission-focused team and help shape the future of science and global health. Apply for this job Apply for this job