Experienced Customer Support Coordinator – Remote Omnichannel Customer Service and Administrative Expert

Welcome to arenaflex At arenaflex, we're on a mission to empower tens of millions of people to hear better through convenient, personalized hearing care — at a fraction of the bolthires thanks to telemedicine. As a leader in the direct-to-consumer hearing care space, we've partnered with pioneering audio engineering experts to make our hearing care even more accessible and affordable. Our team is driven by a passion for innovation, customer satisfaction, and employee well-being, making us an ideal workplace for talented and compassionate individuals.About Us arenaflex is a data-thirsty, outcomes-driven group that cares deeply about our employees as much as our customers. Our diverse team of thinkers, creators, and doers is collaborative, compassionate, and passionate about making a difference. We believe in fostering a culture that values individuality, creativity, and growth, which is reflected in our team's unique blend of skills and interests. From actors to sommeliers, top-chefs to dancers, and filmmakers to black belts, our team is a vibrant and dynamic community that welcomes people from all walks of life.About the Role As a remote Customer Support Coordinator at arenaflex, you'll play a pivotal role in our mission to empower people with hearing loss to connect with their world. You will provide efficient and friendly assistance to our customers in an omnichannel support environment, with a heavy focus on phone calls while also responding to emails, customer tasks, live chats, and other channels. Serving as a representative of our best-in-class customer care team, you'll triage support channels, handle administrative tasks, and ensure seamless coordination with other teams by utilizing multiple software systems.Key Responsibilities Complete inbound work in an omnichannel support environment, with a focus on phone calls but also including emails, customer tasks, live chats, and other channels Independently complete administrative tasks according to standard operating procedures, including: Scheduling and rescheduling customer appointments Processing order cancellations, returns, and warranties Providing customers with shipping and order statuses Placing orders for additional supplies Develop and maintain a working knowledge of our products to provide Level 1 Product Support information to customers Properly address and route customers' support needs, including complaints, leveraging a proficient and current understanding of arenaflex services Contribute to a larger team; meet department performance KPIs and productivity benchmarks, and adhere to expectations regarding time and attendance Ensure our customers' privacy and security; follow policies and procedures related to customer verification, data security, and other compliance requirements Act as an ambassador of the arenaflex culture by embodying our values in each internal and external interaction Essential Qualifications 1+ years of previous experience working in a high-volume call center environment or providing remote (phone/video) customer support Strong written and verbal communication skills, delivered with a friendly and professional tone Demonstrated ability to effectively de-escalate and preempt frustration in customer interactions, fostering positive experiences and resolutions Intermediate to advanced computer skill proficiency and familiarity working with support software; Salesforce experience a plus Comfort working independently and efficiently in a fast-paced, high-touch support environment Strong written and verbal communication skills; ability to read, write, speak, and comprehend English effectively to assist customers via phone, video call, cases, real-time chats, and emails Preferred Qualifications Experience working in a remote or virtual team environment Familiarity with customer support software and technology Knowledge of hearing care or related industries Certifications or training in customer service or related fields Skills and Competencies To succeed in this role, you'll need to possess excellent communication and interpersonal skills, with the ability to work effectively in a fast-paced environment.You should be comfortable with technology, including customer support software and systems. Additionally, you'll need to demonstrate a strong commitment to customer satisfaction, with a focus on providing timely and effective solutions to customer inquiries and concerns. Career Growth Opportunities and Learning Benefits At arenaflex, we're committed to helping our employees grow and develop in their careers. As a Customer Support Coordinator, you'll have access to training and development opportunities, including workshops, webinars, and online courses.You'll also have the chance to work with a talented and experienced team, with opportunities for mentorship and knowledge sharing. Work Environment and Company Culture arenaflex is a dynamic and supportive work environment that values individuality, creativity, and growth. Our team is passionate about making a difference, and we're committed to fostering a culture that is collaborative, compassionate, and fun. As a remote employee, you'll be part of a virtual team that is connected through technology and shared values.Compensation, Perks, and Benefits arenaflex offers a competitive compensation package, including a hourly rate of $20.00 to $24.00 per hour, and a 401k plan with a 4% match. We also offer excellent medical, vision, and dental insurance, with generous contributions to support you and your loved ones. Additionally, you'll enjoy paid time off, parental leave, and a monthly wellness stipend to support your self-care and well-being. Conclusion If you're passionate about customer service, technology, and making a difference, we encourage you to apply for this exciting opportunity.As a Customer Support Coordinator at arenaflex, you'll be part of a dynamic and supportive team that is committed to empowering people with hearing loss to connect with their world. Don't miss this chance to join our mission and grow your career with a leader in the direct-to-consumer hearing care space. and take the first step towards an rewarding and challenging career with arenaflex!