Join a team that's making a tangible difference at arenaflex, a leading global provider of healthy, safe, and sustainable building and cold chain solutions. We're seeking a highly skilled and motivated Sr. Customer Service Associate - Commercial Support to join our team and drive success in our B2B channel. This is a fully remote role, offering you the flexibility to work from anywhere and enjoy a competitive salary, comprehensive benefits, and a dynamic work environment.
**About arenaflex**
arenaflex is the leading global provider of healthy, safe, and sustainable building and cold chain solutions with a world-class, diverse workforce. Our business segments cover HVAC, refrigeration, and fire and security, making modern life possible by delivering safer, smarter, and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day – to make a difference together.
**About the Role**
We have an exciting opportunity for a Sr. Customer Service Associate – Commercial Support to support our customers via telephone and written customer service. Our B2B channel includes Data Centers, Commercial Contractors, National Accounts, and Carrier Commercial Service (CCS) customers seeking after-market replacement components. The Customer Care Center is a high-volume, fast-paced, and metric-driven call-center team atmosphere with high emphasis on customer satisfaction. This position will be 1st shift (8am-5pm EST).
**Key Responsibilities**
As a Sr. Customer Service Associate – Commercial Support, you will be responsible for:
* Service VIP high-profile customers via telephone and e-mail, ensuring SLA expectations are achieved and exceptional quality services are delivered to the customer.
* Provide exceptional customer support to VIP customers, as well as pre-delivery and post-sale customer service support (including parts selection, ordering, expediting, pricing, and availability).
* Adaptability and flexibility with 1st, 2nd, & 3rd shifts, including weekends, depending on business demands with a scheduled rotation.
* Primary support and backup for commercial cases received.
* End customers can include data centers, hospitals, universities, retail businesses, and industrial complexes, within the US and internationally.
* Work closely with internal teams to resolve complex issues.
* Escalate to management customer-facing issues, identify trends, areas for improvement, and opportunities for optimization to enhance client satisfaction and operational efficiency.
* Build strong business relationships and drive market growth in the commercial business sector.
**Essential Qualifications**
* High School Diploma or GED
* 3+ years of experience in a customer service role, with a strong emphasis on delivering exceptional client support.
* 3+ years of using a range of software applications and tools, including but not limited to Outlook, Microsoft Office, and other industry-specific platforms.
**Preferred Qualifications**
* Self-starter and well-organized to multi-task and prioritize work.
* Strong customer focus and technical aptitude; sense of urgency; strong organizational skills.
* Basic knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools; Salesforce experience is a plus.
* Working knowledge of SAP, Salesforce, PIC, and Windchill systems is desired.
* A background in Residential, Light, and Heavy Commercial HVAC applications, products, and systems is desired.
* Strong ability to work with diverse, cross-functional project teams to achieve high levels of performance in a dynamic, changing environment.
* Meet customer experience quality metrics.
* Actively participate in departmental Carrier Excellence initiatives.
* Strong written and oral communication skills.
* Proficient in MS Office (specifically Word, PowerPoint, and Excel).
* Strong analytical skills, accuracy, and attention to detail are necessary.
* Ability to handle multiple tasks, creative problem-solving skills.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we believe in investing in our employees' growth and development. As a Sr. Customer Service Associate – Commercial Support, you will have opportunities to:
* Develop your skills and knowledge in customer service, sales, and technical support.
* Work with a diverse team of professionals to achieve high levels of performance in a dynamic, changing environment.
* Participate in departmental Carrier Excellence initiatives to drive continuous improvement and innovation.
* Enjoy a competitive salary, comprehensive benefits, and a dynamic work environment.
**Work Environment and Company Culture Highlights**
arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive. As a Sr. Customer Service Associate – Commercial Support, you will be part of a team that values:
* Collaboration and teamwork.
* Continuous learning and development.
* Innovation and creativity.
* Customer satisfaction and loyalty.
* Diversity, equity, and inclusion.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive salary, comprehensive benefits, and a dynamic work environment. As a Sr. Customer Service Associate – Commercial Support, you can expect:
* A salary range of $61,213 - $107,122 annually.
* Comprehensive benefits, including medical, dental, and vision insurance.
* A dynamic work environment with opportunities for growth and development.
* A flexible remote work arrangement.
* A commitment to diversity, equity, and inclusion.
**Conclusion**
If you're a motivated and skilled customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Sr. Customer Service Associate – Commercial Support at arenaflex, you will have the opportunity to make a tangible difference in the lives of our customers and contribute to the success of our business. Don't hesitate – apply today!