Remote Senior Customer Service Representative – Light Commercial Product Returns & Claims Management Specialist

Join the arenaflex Team: Shape the Future of Climate Solutions

Are you ready to be part of something bigger? At arenaflex, we don't just create climate solutions—we're challenging what's possible for a sustainable world. Through our innovative approach to heating, ventilation, air conditioning, and transportation climate control, we're making a real impact on buildings, homes, and the environment around the globe. We're a team of bold thinkers, passionate problem-solvers, and dedicated professionals who dare to look at the world's most pressing challenges and see opportunities for meaningful change.

When you join arenaflex, you're not just accepting a job—you're stepping into a career where your contributions matter. We believe in empowering our people to thrive both at work and at home, creating a culture where innovation flourishes and individuals can grow both personally and professionally. If you're ready to boldly go where others haven't and make your mark on an industry that's shaping the future of sustainability, we want to hear from you.

Position Overview: Light Commercial Product Returns & Claims Management Representative

We're currently seeking a talented and enthusiastic problem solver to join our growing HVAC business division as a Remote Senior Customer Service Representative specializing in Light Commercial Product Returns and Claims Management. In this critical role, you'll be the frontline expert who listens to customer service challenges and crafts intelligent solutions for our Commercial Sales Offices and valued customers nationwide.

This is a unique opportunity to be part of a dynamic team where your communication skills, analytical abilities, and customer-focused mindset will directly impact customer satisfaction and operational excellence. You'll work cross-functionally across multiple departments, building strategic relationships that drive success and create lasting positive outcomes for everyone you serve.

Why arenaflex? Discover the arenaflex Advantage

At arenaflex, we understand that our greatest asset is our people. That's why we've designed a comprehensive benefits package that kicks in on DAY ONE—because we believe in taking care of you and your family from the very start of your journey with us.

Our holistic wellness programs include generous incentives, because we genuinely dare to care about your well-being. Family building is important to us, which is why we offer fertility coverage along with adoption and surrogacy assistance to support your dreams of building a family. When it comes to planning for retirement, we match your 401K contributions up to 6%, plus we add an additional 2% core contribution—meaning arenaflex could contribute up to 8% to your future financial security.

We believe in work-life integration and support you in balancing your professional and personal responsibilities. Our paid time off programs are designed to give you the flexibility you need, including support for volunteer opportunities and parental leave. Your growth and development matter to us, which is why we offer extensive educational and training opportunities through company programs, tuition assistance, and student debt support to help you invest in your future.

Key Responsibilities: What You'll Do

As a Light Commercial Product Returns & Claims Management Representative at arenaflex, you'll play a vital role in ensuring exceptional customer experiences and maintaining the high standards of service that define our brand. Here's what you can expect:

• Relationship Building: Develop and maintain positive, productive working relationships with Commercial Sales Office personnel, Warehouse teams, and Transporter contacts across the nation. Your ability to connect with diverse stakeholders will be crucial to your success.


• Cross-Functional Collaboration: Work seamlessly with sales offices, product management teams, warehouse operations, and transporter networks to meet and exceed customer requirements. You'll serve as a key liaison ensuring everyone is aligned and informed.


• Claims Processing & Management: Process customer claims with meticulous attention to detail and manage them throughout their entire lifecycle—from initial submission to final resolution and closure.


• Root Cause Investigation: Research and investigate the underlying causes for submitted claims to determine appropriate, fair, and efficient resolutions that satisfy customers while protecting company interests.


• Multi-Channel Communication: Answer incoming calls and emails from sales offices, warehouses, customers, and transporters regarding claim status, pickup scheduling, RMA creation, and other general inquiries with professionalism and efficiency.


• Continuous Learning: Proactively stay current on product knowledge and process standard work to ensure you're always providing accurate, up-to-date information and solutions.


• Problem Solving & Process Improvement: Utilize strong problem-solving and critical thinking skills to resolve challenging issues and identify opportunities to improve processes for greater efficiency and customer satisfaction.

Qualifications: What We're Looking For

Essential Qualifications

• Experience: 3-5 years of customer service or inside/outside sales experience, preferably in an industrial or commercial environment. Your background in understanding complex customer needs and providing solutions will be invaluable in this role.


• Technical Proficiency: Proficient with Microsoft Office Suite, including advanced Excel skills, Word, PowerPoint, and Outlook. You'll need to create reports, analyze data, and communicate effectively across these platforms.


• Communication Skills: Excellent verbal, written, and interpersonal communication skills that enable you to build relationships and convey information clearly and professionally.

Preferred Qualifications

• Education: Bachelor's Degree preferred, though equivalent experience will be seriously considered.


• System Experience: Familiarity with ERP systems is highly preferred. Experience with SAP, Oracle, or similar enterprise systems will help you navigate our operations efficiently.

Key Competencies: What Success Looks Like

To thrive in this role at arenaflex, you'll need to bring your A-game in the following areas:

• Exceptional Communication: You must have excellent verbal, written, and interpersonal communication skills that inspire trust and confidence in every interaction.


• Critical Thinking Mastery: You must exhibit superior critical thinking skills to analyze complex situations, evaluate options, and resolve challenging issues effectively and efficiently.


• Professional Composure: You must show the ability to handle difficult situations with grace, remaining professional, courteous, and calm under pressure—even when dealing with frustrated customers or complex problems.


• Strategic Relationship Building: You must demonstrate the ability to build strategic relationships across functions of an organization, working effectively with colleagues at all levels and in all departments.


• Initiative & Innovation: You must show an ability to identify process improvement opportunities and have the initiative to implement positive changes that benefit customers and the organization.


• Continuous Learning: You must actively seek and apply new knowledge, assimilate information quickly, and contribute to a learning culture—always growing and improving both yourself and your team.

Career Growth & Development Opportunities

At arenaflex, we believe in investing in our people and providing clear pathways for career advancement. This position offers excellent opportunities for professional growth within our organization. As you develop expertise in our products, processes, and customer service excellence, you'll be positioned for expanded responsibilities and potential leadership roles.

Our comprehensive training programs and tuition assistance benefits mean you can continue developing your skills and education while building your career. Whether you're looking to advance into management, specialize in a particular area of our business, or expand into other functions within arenaflex, we support your ambitions and provide the resources to help you achieve your goals.

Work Environment & Culture

As a Remote Senior Customer Service Representative, you'll enjoy the flexibility of working from home while remaining connected to a supportive team and organization. We believe in trust-based work arrangements that empower you to manage your time effectively while delivering exceptional results.

Our culture at arenaflex is built on collaboration, innovation, and respect. We encourage open communication, value diverse perspectives, and foster an environment where everyone feels empowered to contribute ideas and make a difference. When you join our team, you become part of a community that's committed to sustainability, excellence, and making a positive impact on the world around us.

Compensation & Benefits

We offer competitive compensation that reflects your skills, experience, and contributions. The base salary range for this position is $45,000-$75,000. This range accounts for factors including seniority, merit, geographic location, education, experience, and the specific requirements of the role.

In addition to competitive base pay, arenaflex offers a comprehensive benefits package that includes:

• Health insurance with coverage beginning on DAY ONE


• Holistic wellness programs with generous incentives


• Family building benefits including fertility coverage


• Adoption and surrogacy assistance


• 401K matching up to 6% plus 2% company contribution


• Paid time off supporting work-life balance


• Volunteer and parental leave support


• Educational and training opportunities


• Tuition assistance and student debt support programs

Join the arenaflex Family

If you're ready to take the next step in your career and join a team that's making a real difference in the world, we encourage you to apply today. At arenaflex, you'll find more than just a job—you'll find a place where you can grow, contribute, and thrive. We believe in looking at challenges differently and seeing possibilities where others see obstacles.

Come boldy go with arenaflex. Apply now and become part of a team that's shaping the future of sustainable climate solutions while building a better tomorrow for everyone.

arenaflex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.