**Experienced Customer Support Specialist II – Delivering Exceptional Client Experiences at arenaflex**

At arenaflex, we're dedicated to providing top-notch customer support that sets the standard for excellence in our industry. As a Customer Support Specialist II, you'll play a pivotal role in ensuring our clients receive the highest level of service, guidance, and support throughout their journey with us. If you're passionate about delivering exceptional client experiences, possess exceptional communication skills, and thrive in a dynamic work environment, we invite you to join our team and contribute to our mission of delivering outstanding customer support. **About arenaflex** arenaflex is a leading provider of innovative solutions and services that empower our clients to achieve their goals. Our commitment to excellence, customer satisfaction, and continuous improvement has earned us a reputation as a trusted partner in the industry. As a Customer Support Specialist II, you'll be part of a talented team that shares your passion for delivering exceptional client experiences and strives for excellence in everything we do. **Key Responsibilities** As a Customer Support Specialist II, you'll be responsible for: * Proactively managing an allocated client portfolio to guarantee an exceptional customer experience * Establishing and nurturing client relationships through regular check-ins and profile analysis * Ensuring a complete client onboarding process in VivoPoint, including user setup, notification preferences, preliminary training, and confirmation of system installation * Responding promptly and accurately to customer inquiries via phone, email, or chat channels * Identifying and addressing customer needs, guiding them in utilizing specific product features effectively * Effectively guiding clients and team members through basic to intermediate troubleshooting procedures * Conducting comprehensive analysis to detect and report product malfunctions, including testing various scenarios or simulating user experiences * Creating, maintaining, and updating internal databases with relevant customer information as required * Proactively analyzing client data to identify trends and providing training, recommendations, and solutions * Exporting client data from VivoPoint to external programs to present to management and/or clients as needed * Collaborating with team members to share feature requests and suggest effective workarounds for common to advanced issues * Proactively informing customers about new product features and functionalities to ensure they stay updated * Following up with customers to confirm resolution of their issues and satisfaction with the provided solutions * Serving as a liaison between the customer support team, management, and clients to enhance service quality and boost business productivity * Coordinating with the Account Management team to guarantee client satisfaction with our products and services * Collaborating with the Channel Partner department to schedule repairs and warranty work efficiently * Participating in internal meetings to discuss client status and trends and brainstorm ideas on how to improve the client experience * Additional tasks as assigned by management **Requirements** To succeed as a Customer Support Specialist II, you'll need: * Comprehensive knowledge of CRM systems and their functionality * Exceptional knowledge of VivoPoint systems and its functionality * Proficiency in utilizing computer systems and adeptness at navigating various software programs efficiently * Ability to analyze client data to derive insights and make informed decisions * Outstanding customer service skills, including expertise in de-escalation techniques to effectively manage and resolve customer concerns * Exceptional communication skills, both written and verbal, to effectively interact with clients and team members * Strong problem-solving abilities, with a demonstrated capacity to exhibit patience when addressing challenging cases * Strong organizational abilities, enabling effective time management and successful multitasking * Detail-oriented approach with a commitment to maintaining accurate records and documentation * Demonstrated adaptability and the ability to thrive in a dynamic and fast-paced work environment, responding adeptly to changing priorities and customer needs * Collaborative mindset to contribute to cross-functional teams and achieve common goals * Highly self-motivated and passionately driven to achieve professional success * Ability to move, lift, carry, and push objects weighing up to 25 lbs on an occasional basis * Willingness and availability to work on weekends and holidays as required **Education and/or Experience** To be considered for this role, you'll need: * Experience as a Customer Support Specialist I or similar customer service role required * Pool industry experience required, preferably in equipment troubleshooting and diagnosis, replacement, etc. * Must obtain CPO license within the first 30 days in position * Experience using help desk software and remote support tools preferred * Experience using computer software programs required; experience with GSuite and/or MS Office preferred * Experience using CRM systems required; experience with HubSpot and NetSuite is preferred but not required * Must be able to effectively communicate in English. Ability to communicate in a second language is a plus **What We Offer** As a Customer Support Specialist II at arenaflex, you'll enjoy: * Competitive hourly rate of $21-$25 per hour * Opportunities for career growth and professional development * Collaborative and dynamic work environment * Comprehensive benefits package, including medical, dental, and vision insurance * Generous paid time off and holidays * Access to cutting-edge technology and tools * Recognition and rewards for outstanding performance * Opportunities to participate in internal meetings and contribute to the improvement of client experiences **How to Apply** If you're passionate about delivering exceptional client experiences and possess the skills and qualifications outlined above, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We look forward to hearing from you! Apply Now! Apply for this job