Introduction to arenaflex
arenaflex is a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses, bringing together the complementary expertise of two industry pioneers to create a vertically integrated business. With a strong commitment to vision, we enable people to "see more and be more" thanks to our innovative designs, lens technologies, exceptional quality, and cutting-edge processing methods. Our people are creative, entrepreneurial, and celebrated for their unique perspectives and individuality, driving our iconic brands and impacting the lives of millions every day.
Job Overview
We are seeking an experienced Customer Service Coordinator to join our team at arenaflex, where you will handle customer interactions regarding a variety of requests in an efficient and effective manner. Using your knowledge of arenaflex products and services, along with excellent customer service skills, you will address issues, provide support, offer information, and place orders to keep customers satisfied and retain business. This is an exciting opportunity to work with a global leader in the eyewear industry and contribute to delivering exceptional customer experiences.
Key Responsibilities
- Answer incoming calls and process orders in a timely and professional manner
- Resolve customer complaints and troubleshoot issues to determine the best path for resolution, ensuring customer satisfaction and retention
- Correctly document customer interactions and track call types, maintaining accurate records and supporting service level agreements
- Maintain support service levels and uphold arenaflex's Customer Service standards, ensuring consistency and excellence in customer interactions
- Own follow-up with customers to resolve inquiries regarding order status, shipping status, and stock availability, providing timely and effective communication
- Take inbound phone calls for up to 90% of assigned shift, handling customer requests and resolving issues in a professional and courteous manner
- Make outbound calls to customers, providing support and resolving issues, and promoting digital tool usage to enhance customer experience
- Resolve customer claims, take payments, and support basic A/R functions, ensuring efficient and effective resolution of customer issues
Essential Qualifications
- High school diploma or equivalent required
- 2+ years of experience working in customer service, hospitality, or call center environment, with a proven track record of delivering exceptional customer experiences
- Excellent telephone etiquette, including the ability to communicate with confidence in a clear, professional speaking voice
- Strong verbal and written communication skills, with the ability to effectively communicate with customers and internal stakeholders
- Demonstrated listening and comprehension skills, with the ability to understand and resolve customer issues efficiently
- A clear team player with strong interpersonal skills, able to work collaboratively with internal stakeholders to resolve customer issues
- Ability to maintain composure when dealing with difficult customer situations, remaining professional and courteous at all times
- Ability to multitask, prioritize tasks efficiently, and manage time effectively in a fast-paced environment
- Strong PC skills, including MS Office, Word, and Excel, with the ability to navigate information systems and internet applications
- Optical experience, with office work exposure to RX, and intermediate Excel skills, preferred
- Flexibility in work hours to support business needs between 8 AM – 8 PM, Monday-Friday, with the ability to adapt to changing business requirements
Preferred Qualifications
- Higher education degree, with a focus on customer service, business, or a related field
- Inside Sales Experience, with a proven track record of driving sales growth and customer satisfaction
- Experience using SAP, with the ability to navigate and utilize the system to resolve customer issues and support business operations
- Experience in the optical industry, with full knowledge of arenaflex's optical products and a strong command of industry language
- Bilingual Spanish or French, with the ability to communicate effectively with customers and internal stakeholders in multiple languages
Career Growth and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees, providing opportunities for career advancement, training, and education. As a Customer Service Coordinator, you will have the opportunity to develop your skills and knowledge in customer service, sales, and the optical industry, with the potential to progress to more senior roles within the company. You will also have access to a range of training and development programs, including customer service training, product knowledge training, and leadership development programs.
Work Environment and Company Culture
arenaflex is a dynamic and fast-paced work environment, with a strong focus on customer satisfaction, innovation, and teamwork. Our company culture is built on a foundation of creativity, entrepreneurship, and individuality, with a commitment to enabling people to "see more and be more" through our innovative designs, lens technologies, and exceptional quality. As a Customer Service Coordinator, you will be part of a talented and dedicated team, working together to deliver exceptional customer experiences and drive business growth.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including a salary, benefits, and perks, designed to attract and retain top talent in the industry. As a Customer Service Coordinator, you will be eligible for a range of benefits, including health insurance, retirement savings, and paid time off, as well as opportunities for career advancement and professional development. You will also have access to a range of perks, including discounts on arenaflex products, employee recognition programs, and social events.
Conclusion
If you are a motivated and customer-focused individual, with a passion for delivering exceptional customer experiences, we encourage you to apply for the Customer Service Coordinator role at arenaflex. This is an exciting opportunity to join a global leader in the eyewear industry, with a strong commitment to innovation, customer satisfaction, and employee growth and development. As a Customer Service Coordinator, you will play a critical role in delivering exceptional customer experiences, driving business growth, and contributing to the success of arenaflex. Apply now to take the first step in your career with arenaflex and start delivering exceptional customer experiences today!
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