Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you possess excellent communication skills in both English and Spanish? If so, we invite you to join arenaflex, a global leader in the contact lens industry, as a Bilingual Customer Service Specialist. In this role, you will be the face of arenaflex, providing top-notch support to eyecare professionals and their patients, ensuring their needs are met and exceeded.
**About arenaflex**
arenaflex is a pioneering company that has been revolutionizing the contact lens industry for decades. With a strong heritage of innovation and a commitment to excellence, we have established ourselves as a trusted partner for eyecare professionals worldwide. Our mission is to improve the way people see every day, and we believe that our employees are the key to achieving this goal.
**Job Summary**
As a Bilingual Customer Service Specialist, you will be responsible for providing exceptional customer service to internal and external customers, including eyecare professionals and their patients. You will be the primary point of contact for customer inquiries, orders, and concerns, ensuring that their needs are met and exceeded. Your expertise in both English and Spanish will enable you to communicate effectively with customers from diverse backgrounds, providing a seamless and personalized experience.
**Responsibilities**
* Handle inbound calls from customers, responding to their inquiries, orders, and concerns in a timely and professional manner
* Provide First Contact Resolution (FCR) for all communication channels, including phone, email, webchat, and correspondence
* Adhere to Quality Assurance Guidelines to ensure that customer service is delivered to the highest standards, enhancing the customer experience and promoting the arenaflex brand
* Meet department productivity and quality standards/metrics for all applicable responsibilities/functions
* Possess and effectively utilize knowledge of current policies and procedures within Customer Service
* Work with multiple computer applications, including the latest client management software applications, to enhance delivery of service to customers
* Update/utilize applications/systems as necessary to reflect/retrieve accurate information
* Assist customers with questions and issues, identifying problems and using proper techniques to resolve them
* Identify service errors and report/resolve them appropriately
* Up-sell products and services for promotions/discontinuations or contests, as required
* Maintain knowledge of all products, prices, accessories, and literature, shipment and availability of product, policies, and procedures to effectively service customers
* Ability to learn and take on additional responsibilities and other projects, completing them as assigned
* Demonstrate and exemplify professionalism in performance and attitude, including accountability, initiative, and teamwork
* As business needs dictate, work extended hours to complete daily department goals or tasks, including overtime
**Qualifications**
* Background in order entry/order management using an ERP system is a plus
* Familiarity with MS Dynamics ERP or similar system is a plus
* Knowledge of the eyecare industry is a plus
* 1+ year background in telephone customer service or equivalent strongly preferred
* 1+ year experience in a goal-driven and customer-focused environment strongly preferred
* Proficient computer keyboarding skills, including proficiency with Microsoft Office suite (Word, Excel, Outlook, Teams) and comfort with web-based video conferencing (Teams, Webex, etc.)
* Demonstrated proficiency in email correspondence
* Strong attention to detail
* Exceptional written and verbal communication skills
* Demonstrated analytical and problem-solving ability
* Excellent telephone presence and a high degree of professionalism
* Effective organization, planning, and time management skills
* Strong ability to multi-task
* Ability to thrive in a fast-paced environment
* Highly adaptable to change, with a tolerance for stress
* Ability to work independently under limited supervision, as well as strong interpersonal collaboration skills
* Ability to learn independently, and to expand knowledge of new products, processes, procedures, and tools
* Fluency in written and spoken English & Spanish is required
**Work Environment**
* This is a full-time onsite role. Hybrid remote scheduling may be available based on business needs and ability to maintain an appropriate home-office environment.
* Prolonged periods of sitting at a desk and working on a computer, with break and lunch periods scheduled to ensure consistent department availability to customer needs.
* Occasional need to lift up to 15 pounds.
**Education**
* High school diploma or equivalent required
* College degree preferred
**Benefits**
* Competitive salary and benefits package
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Comprehensive training and support to ensure success in the role
**How to Apply**
If you are a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!
**Equal Employment Opportunity**
arenaflex is an equal opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds and perspectives.